Schedule A
PSSap Accumulation Plan
Service Delivery Standards
This schedule defines the services to be provided on behalf of ARIA to PSSap members. ComSuper is responsible for delivering the services
described in the service description to the standards specified and provide reporting on the outcomes of that service delivery as specified.
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Service Description
Identifier
Service Standard
1 - Payment of Benefits
Payment of Standard Benefit Entitlements
A1.1
95% of all benefit applications to be paid within
5 business days of the receipt of a validated benefit application
PSSap benefits will be processed and paid expeditiously in
accordance with the relevant scheme rules and legislation
A1.2
All members being paid a benefit will be provided with the necessary written notification of their benefit payment and exit
statement documentation required under legislation within
2 business
days of payment
Income Protection/Invalidity/Death Claims
A1.3
All invalidity claims will have the assessment and submission to delegate and payment made with 10 business days after
receipt of decision from insurer
A1.4
95% of invalidity claims to be paid within 3 business days of receipt of payment from the insurer
Assess and process income protection, death/TPD and early
release of preserved benefit claims expeditiously and send
A1.5
All terminally ill claims will be paid within 3 business days of the date of receipt of payment from the insurer
documentation for insurance based claims to insurer
A1.6
All death claims will be paid within 5 business days of determining the legal beneficiary
A1.7
All valid insurance based claims to be sent to insurer within
3 business days of receipt
2 - Member Investment Choice
Process member investment switches & profile changes
100% of valid switch requests to be processed within 4 business days of receipt
A2.1
Process member investment switch requests and profile
changes and provide written advice to the member
confirming details of the switches processed
A2.2
95% of confirmation advices dispatched to members within 6 business days of receipt
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Service Description
Identifier
Service Standard
3 – Member Statements
Issuing annual and half yearly statements to members
Annual member statements pack to be issued to all members by 30 September each year subject to ARIA providing
ComSuper the required inputs and within the project timetable
A3.1
Working in partnership with the ARIA Communications Team
calculate and provide data for the production and issue of
annual and half yearly member statements both in hard copy
and online
A3.2
Half yearly statement to be made available to all members online by 28 February each year (or otherwise as agreed with
ARIA Communications Manager) subject to ARIA signing off on the agreed PSSap statements template by 15 December
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4 – New Member Welcome Process
Provide New Members with a Welcome Pack
Provide all new members with a welcome pack which
provides important information and respond to enquiries from
A4.1
Dispatch welcome letters to new members on a weekly basis so that all new members receive their welcome letter within
15
new members about their membership, insurance and
business days of receipt of notification of their membership commencement from employers
investment options
5 – Member Binding Nominations
Receive and maintain binding nominations
Process binding nominations received from members by
Record all valid binding nominations into the administration system and provide written advice to members within
5 business
recording details onto membership records and provide
A5.1
days of their receipt
relevant notification to members. Contact members prior to
binding nominations reaching their expiry date
Dispatch letters to members within XX business days of their binding nominations expiring
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6 – Insurance
Receive, process and maintain insurance information
A6.1
All insurance premiums due for the previous month will be commenced on the
1st business day of the next month using the
relevant unit price
A6.2
Submit all documentation to insurer within 3 business days of receipt of valid application
Receive, process and record applications for Death/TPD and
income protection insurance and variations including the
maintenance of processes with the insurance company and
A6.3
the remittance of insurance premiums on a monthly basis
All Death/TPD and Income protection applications and variations to be processed and recorded on member records within 5
business days of receipt or insurance company acceptance
A6.4
All premiums received in a month to be remitted to the insurance company by the 7th business day of the following month
and all supporting data by the 10th business day
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7 – Family Law
Receive and process orders and requests for information in relation to family law matters
Respond to 90% of Form 6 requests from members and non-member spouses within
28 calendar days of receipt of a
A7.1
correctly completed application
Receive and provide information to relevant parties in relation
to request for information (Form 6) for Family Law matters
A7.2
and also receive and process Family Law Court
Process all Family Law Orders or Agreements within
4 business days of receipt
Orders/Superannuation Agreements for a payment split of a
PSSap superannuation interest. These actions must be
completed within the timeframes as specified in the relevant
legislation
A7.3
Provide all Payment Split Notices to the relevant parties within
28 calendar days of the latter of the operative time of receipt
of Family Law orders or agreements
8 – Member Enquiries
Telephone Enquiries
Respond to telephone enquiries from members and provide
A8.1
70% of all calls to be answered within
2 minutes
general advice as authorized representatives of the PSSap.
Provide correct and practical information and general advice
A8.2
which satisfies all of the member’s enquiries
Abandoned rate of no more than
10%
Email & other written enquiries
Respond to email and other written enquiries and requests
from members and provide general advice as authorised
representatives on the PSSap. Provide correct and practical
A8.3
Respond to all member email and other written member enquiries within
7 business days
information and general advice which satisfies all of the
member’s enquiries
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9 – On-line Services
Provide secure on-line services to PSSap members
Provide online services so that PSSap members can transact
and enquire online including:
Check their account balance and transaction history
View and switch their investment options
A9.1
Provide a range of online services for PSSap members with access
95% of the time
View their nominated beneficiaries
Update their contact details
View their annual and half yearly member statements
Use calculators
Facilitate the payment of Bpay payments
10 – Member Account Maintenance
Receive, record and apply contributions, rollovers and other remittances for PSSap members - Collect, record and maintain membership data
A10.1
Receive and process contributions, rollovers and other
All validated member remittances and data amendments to be accurately recorded onto a member’s record within
4
remittances and related membership data amendments onto
business days
membership records so as to accurately record all
A10.2
membership details (excluding binding nominations)
All unallocated entries in PSSap account to be resolved within
28 business days
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