Schedule B
PSS & CSS Defined Benefit Schemes
Service Delivery Standards
This schedule defines the services to be provided on behalf of ARIA to PSS and CSS 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
Standard Benefit Entitlements
B1.1
95% of all standard benefit applications to be processed within 5 business days of validation.
PSS & CSS benefits will be processed and paid expeditiously
B1.2
95% of all benefit application documentation (or information) will be assessed and appropriately actioned within 3 days of the
in accordance with the relevant scheme rules and legislation.
date of receipt.
Members receiving a benefit payment will be provided with
the necessary written notification of the benefit payment and
B1.3
75% of all non-standard benefit applications to be processed within 15 business days of validation.
exit statement documentation required under legislation.
ComSuper will actively follow up with employers and
B1.4
ComSuper will manage the 3rd party cheque production process to ensure that cheques for roll-overs are produced in a timely
members regarding outstanding documentation or
fashion
information which prevents the processing of benefit
B1.5
applications
95% of standard dependant benefit payments processed within 2 business days of validation
B1.6
95% of notification of death referrals actioned within 3 business days of receipt
B1.7
95% of assessed case outcomes will be notified to beneficiaries/representatives within 3 business days
2
Invalidity Benefits
B1.8
95% of standard invalidity benefits to be paid within 2 business days of receipt of valid application
PSS & CSS invalidity benefit claims will be paid expeditiously
in accordance with the relevant scheme rules and legislation.
B1.9
Assess 95% new invalidity benefit applications for invalidity retirement within 5 business days of receipt of all necessary
Members receiving a benefit payment will be provided with
documentation
the necessary written notification of the benefit payment and
exit statement documentation required under legislation.
B1.10
95% of assessment outcomes will be notified to stakeholders (members and employers) within 3 business days of receipt of
medical panel recommendation.
The invalidity assessment process will be managed to
ensure that all medical information is obtained expeditiously
to enable the assessment panel and or delegate
B1.11
100% of terminally ill invalidity cases to be assessed and processed within 3 business days of receipt of validated application.
PSS Additional Death & Invalidity Claims
PSS additional death and invalidity claims will be managed
with the insurer to ensure that the insurance claim amounts
B1.12
95% of all additional death and invalidity amounts to be paid within 3 business days of receiving the payment from the insurer
can be paid expeditiously with the primary PSS invalidity or
for lump sum cases or on the next available pension payday for pension based benefits
death benefits
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2 - Member Investment Choice
Process member investment switches
Process investment switch requests from CSS members,
PSS preserved benefit members and associate members
B2.1
Process all valid switch applications received by the last Friday in a month with effect from the following Wednesday
and provide written advice to members confirming details of
the switches processed
B2.2
Dispatch all switch confirmation advices to members within
10 business days of funds being allocated to the members’
accounts
3 – Member Enquiries
Telephone Enquiries
Respond to telephone enquiries from members and provide
general advice as authorized representatives of the PSS and
B3.1
70% of all calls to be answered within 60 seconds
CSS.
Respond to member telephone enquiries promptly and
provide correct and practical information and general advice
which satisfies all of the member’s enquiries
B3.2
Abandoned rate of no more than 5%
Benefit Estimates
B3.3
Provide 95% of all auto benefit estimates to members within 4 business days of receiving a valid request
Provide benefit estimates to PSS and CSS members using
agreed projected rates of accrual
B3.4
Provide 95% benefit estimates requiring non-standard calculations to members within 15 business days of receiving a valid
request
4
Email & other written enquiries
B3.5
Respond to 95% member email enquiries within 5 business days
Respond to email and other written enquiries and requests
from members and provide general advice as authorised
representatives on the PSS and CSS
B3.6
Respond to 95% member written enquiries within 5 business days
Additional benefit entitlement letters
ComSuper will send a letter to all CSS members who reach
the age of 53 years and 11 months .The letter is intended to
Provide 100% of CSS members who reach the age of 53 years and 11 months a benefit entitlement letter by the 15th of each
alert these members to their benefit options upon reaching
B3.7
month.
retirement age and the availability of member investment
choice.
4 – Family Law
Receive and process orders and requests for information in relation to family law matters
Receive and provide information to relevant parties in relation
B4.1
Respond to 95% of Form 6 requests from members and non-member spouses within 28 calendar days of receipt.
to requests for information (Form 6) for Family Law matters
and also receive and process Family Law Court
Process all Family Law Orders or Agreements and provide Payment Split Notices to relevant parties within 28 business days of
Orders/Superannuation Agreements for a payment split of a
B4.2
receipt.
PSS or CSS superannuation interest. These actions must be
completed within the timeframes as specified in the relevant
legislation
B4.3
Provide all Payment Split Notices to the relevant parties within 28 calendar days of the latter of the operative time or receipt of
Family Law orders or agreements
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5 – Annual Member Statements
Issuing annual statements to members
Workings in partnership with the ARIA Communications
B5.1
Annual member statements pack to be issued to members by 30 September for all automatic calculation cases subject to
Team calculate and provide data for the production and issue
ARIA providing ComSuper the required inputs within the project timetable and external providers such as printers and Australia
of annual member statements both in hard copy and online.
Post adhering to agreed schedules.
Compliance with service standards will rely on ARIA
providing required inputs in accordance with the project
B5.2
Annual member statements pack to be issued to members by 20 December for all manual calculation cases subject to ARIA
timetable
providing ComSuper the required inputs and within the project timetable
6 – Member Account Maintenance
Receive, record and apply contributions and other remittances for PSS and CSS members - Collect, record and maintain membership data
B6.1
95% of all unallocated entries in PSS and CSS accounts to be resolved within 5 business days of month end
Receive and process contributions, rollovers and other
B6.2
98% of contributions which cannot be accepted under SIS to be refunded or transferred within 90 days.
remittances and related membership data amendments onto
membership records so as to accurately record all
B6.3
95% of agencies who fail to submit contributions by the applicable date will receive follow up contact within 2 Business days.
membership details
B6.4
95% of all employer contributions will be reconciled and agencies notified of any discrepancies with 28 days of receipt.
7 –Transfers & Rollovers In
Manage transfers in from other superannuation funds
Receive and process transfers and rollovers in to the PSS
and CSS from other superannuation entities for members
95% of all valid transfers in to the PSS and CSS and allocate to relevant membership records within 4 business days of
B7.1
and provide written advice to members confirming details of
receipt.
transfers received and processed. Deal with other
superannuation entities as required to confirm or clarify
details of amounts transferred
B7.2
98% of contributions which cannot be accepted under SIS to be refunded or transferred within 90 days.
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8 – Pensioner Services
Payment of pensions and maintenance of pensioner records
ComSuper will manage the fortnightly payments to PSS and
CSS pensioners including the:
Commence all reversionary pensions on the next available pension payday following the receipt of a validated application,
Deduction and remittance of taxation
B8.1
identification documentation and where eligibility is clearly met
Adjusting tax deductions, TFN’s and Medicare Levy
exemptions
Updating payment method, name and address details
Assessing eligibility for and commencement of
reversionary pensions and the cessation of pensions on
B8.2
Make changes to all pension payment arrangements including new financial institution and changed taxation for the next
death of a pensioner and administering payments to
available payday following receipt of request
estates
Deductions (e.g. child support)
Suspensions & recommencements
Maintenance of student entitlements
B8.3
Run regular death matching process and cease pensions as appropriate
Investigation and reissue of returned payments
Payment summary and CPI reprint requests.
ComSuper will also provide both a contact centre and online
B8.4
CPI to be processed on the first payday in January and July each year and pension advices to be sent prior to the payday of
services for pensioners.
effect
ComSuper will run regular death matching processes to
identify and cease pensions where notification of death of a
pensioner has not occurred
B8.5
Payment summaries to be mailed within
10 business days of the end of the financial year
ComSuper will manage the bi-annual pension increase
process ensuring pensioners receive their increases on the
relevant pension payday and receive their notification in a
B8.6
Student review eligibility process to be conducted annually
timely way and provide payment summaries in the July mail-
out
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9 –On-line Services
Provide secure on-line services to PSS and CSS members
Provide online services so that PSS and CSS members can
transact and enquire online including:
Updating their contact details
B9.1
Provide a range of online services for PSS and CSS members with access
95% of the time
Access to i-estimator
View their member statements
Facilitate Bpay payments
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