Super Funds Accused of Slow Action on Customer Support

‘OK, can you spell your surname’: How a super fund responded to a call for compassion

Testing of Australia’s superannuation funds has revealed poor call answer times, with many fobbing customers off to their websites.

Super funds accused of slow action on customer support

A study by a consumer advocacy group claims super funds are failing customers but the methods of the "mystery shopper" sting have been called into question.

The big super funds flunking customer service test

Australia’s biggest super funds have failed a call centre test, with AustralianSuper answering just one in 10 calls as pressure mounts on the Government to bring in mandatory service standards.

Super fund service failures trigger calls for government intervention

Super funds say a survey highlighting slow response times to member queries has not adequately accounted for necessary ID checks.

SCA’s damning assessment of super call centres

Financial advisers have been frequent critics of superannuation fund call centres, and new research by Super Consumers Australia appears to validate at least some of those criticisms. Super Consumers Australia (SCA) has called for mandatory customer service standards after conducting a mystery shopping study of 20 major super fund call centres which it said had ended in the industry getting a failing grade. “The country’s largest super fund, Aus…

Super funds fail customer service test: SCA

Superannuation funds are apathetic, dismissive and continue to fail members at the most basic service level, a new investigation from Super Consumers Australia (SCA) reveals, which slapped the industry with an overall failing grade on customer satisfaction. The consumer advocacy body, together with Customer Service Benchmarking Australia (CSBA), conducted a mystery shopping study of 20 major super fund call centres and found on average, the cust…