Our promise

We’re here for you

The team at BUSSQ are dedicated to helping our members achieve their best retirement outcomes. Our goal is to help your finances to work as hard as you do.

Our Member Service Promise

The Member Service Promise details what, when and the standard to which we’ll deliver our services.

To ensure we remain accountable and focused on our commitment to deliver to these standards, we’ll be publishing our monthly performance below, by the end of each quarter. By introducing this level of transparency, we hope to clearly communicate our promise to you and show how we continue to perform in these areas.

This honest approach will help drive our commitment to continuous improvement in these key areas.

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July
2024

Aug
2024

Sept
2024

FYTD

If you call us

You won't wait long to talk to us and our Contact Centre is Australian based.

How many seconds it takes for us to answer our members when they call us (on average).*

How happy you are

We want you to feel respected as a fund member and be happy with our quality of service.

Our Net Promoter Score (NPS) is based on surveys to our members who have had an interaction with us and their likelihood to recommend us to their friends and family.^

If you email us

You can write to us if you have a question or need some help.

Percentage of the time our team responded and resolved email enquiries from our members in 2 business days or less.*

100%

We’ll visit you on site

We can come to see you at your place of work, when it suits you and your employer.

Number of on site visits we’ve made.^#

131 (total)

Number of members we met with on site.^#

258

219

574 (total)

Financial education and advice

We have in house professional advisers available to talk to you about your super when you need it most and retirement seminars in QLD all year round.

Percentage of the time financial advice appointments are available in 3 weeks or less.^#

100%

Number of financial advice appointments we had with our members.^#

107

104

108

319 (total)

The percentage of members who received advice and responded to our survey saying they have an increased confidence about retirement.^#

94%

95%

92%

94%

The percentage of members who attended a retirement seminar and responded to our survey saying it met or exceeded their expectations.^#

97%

100%

99%

Accessing your super savings

We‘ll process your request to withdraw your super quickly.

Percentage of withdrawal requests that were paid in 4 business days or less (not including bank processing times).*

99.79%

100%

99.90%

Making an insurance claim

We’re here to support you if you need to make an insurance claim.

Percentage of Death insurance claims we approved and paid to our members and their beneficiaries.^>

100%

100%(FY24 Industry average 98.4%<)

Percentage of Total and Permanent Disablement insurance claims we approved and paid to our members and their beneficiaries.^>

87.5%

100%

96%(FY24 Industry average 92.3%<)

If you have a complaint

We take your concerns and feedback seriously.

Percentage of complaints resolved in 45 days (90 days death benefit) or less.^#

98.30%

100%

99.43%

Number of complaints escalated to the Australian Financial Complaints Authority (AFCA).^†

2 (total)
(To see how we compare go to AFCA)

Number of complaints escalated to the Australian Financial Complaints Authority (AFCA) per 10,000 members.^†

Less than 1

Less than 1
(To see how we compare go to AFCA)

All figures rounded to the nearest whole number or decimal place as applicable.

* All data and reporting provided by the Administrator, Australian Administration Services Pty Limited.

^ The Fund Net Promoter Score (NPS) is based on surveys conducted by Australian Administration Services Pty Limited. The Transactional NPS that BUSSQ measures is a recognised measure of customer experience after a specific transaction. Bain & Co, the creator of the NPS system, assess a score above 50 as excellent.

# All data and reporting provided by BUSSQ internal systems, surveys and reports.

> All data provided by Zurich Australia Limited.

< Industry Average 1 July 2023 to 30 June 2024. Source: Life insurance claims comparison tool - Moneysmart.gov.au

† All data sourced from the Australian Financial Complaints Authority (AFCA) Limited. For more information go to afca.org.au

We’re here for you

Our Member Service Promise

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