Focused on our members in a year like no other
13 July 2020
5
min read
As we embark upon a new financial year, the health crisis caused by coronavirus continues to have significant impacts and create volatility within global share markets.
We take the responsibility of looking after our 585,000 members' financial futures very seriously and we have worked diligently to support you and continue to provide crucial services as you have reached out seeking information and reassurance about market volatility and your investments.
Key legislation changes
The 2019-20 financial year has included a lot of superannuation-related legislative changes. Some changes were pre-planned while other changes, including the early access to superannuation legislation and the changes to minimum pension drawdown rates, were reactions to the coronavirus situation.
We have endeavoured to keep you informed of all important changes via our coronavirus resource hub and our Member Services team.
Distanced but social
As economies have slowed in response to COVID-19, we have continued to work hard to make sure you have been informed and educated about what was happening within QSuper and across the superannuation industry.
One way we have reacted to the restriction on public gatherings while still ensuring you were kept updated, was by moving our popular investment seminars to online to ensure that members have the information they need when they need it.
At the height of market volatility, these were your most commonly-asked questions (and our answers).
Extended hours
When some of our members have questions, they like to hear a voice on the line and we’ve adapted to keep our services running to full capacity, in a way that is safe for our people. We bolstered our Member Services team, delivering more than 145,000 interactions with members between 1 March and 31 May, for example.
To accommodate the increased volume of members calling to seek assistance, we temporarily extended our operating hours from 4 May 2020 to be available from 8am-6pm Monday to Friday.
The response to our increased availability was overwhelming and consequently have decided to permanently extend our operating hours from Monday 3 August 2020. We look forward to being available to service even more members every day moving forward.
Looking forward
2020 has undoubtedly been unprecedented but we have an investment strategy and investment processes that are well equipped to handle that volatility and uncertainty and, as a consequence, we believe our members have endured a smoother ride through the investment turmoil.
In the coming months we will continue to adapt to be there for our members, provide the services you need and remain sensitive to your circumstances.
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