FORWARD FOCUS INTIMES OF CHANGE Putting members first Other member services We remain committed to raising awareness around unpaid super and to engage with the government and industry Contact Centre services on this issue. Our Contact Centre took almost half a million inbound The Cbus Super Payment Checker App continues to calls last year. Market volatility and early withdrawals were help members check their payments. The app is used by high contributors in service enquiries which the team authorised personnel to help members search for unpaid sought to support. superannuation, with 12,388 searches conducted in the Our member satisfaction results remain high at 8.0 out 12 months to June 2021. Members can opt out of the servce.i of 10, a slight dip from the previous year but still at a strong level. The team have worked hard in supporting members Complaints especially through complex COVID related enquiries, A high level of complaints continued to be driven by the which contributed to slightly lower satisfaction scores. impacts of COVID-19, particularly in the areas of accessibility Member Services’ Livechat remained a popular alternative of member accounts, eligibility to benefits, contribution for members. Since its inception in March 2020, there issues and the ATO’s second tranche of their Early has been a steady increase in members using this method Release Scheme. of communication. Member satisfaction for this is9.4 Employers voiced their frustrations during the July to out of 10, with most noting the ease of use and excellent September quarter, due to the launch of the new employer service they receive. We continued to have amember chat portal, resulting in an increase of employer complaints. bot operating 24/7 and have seen high traffic usingthis Resources were reallocated to resolve these issues as an alternative. and a distinct decline in these complaints followed. Arrears Resolution of complaint times for the 2021 financial During the year we recovered a total of $75.1 million in year fell to an average of 41 days. Six percent of internal unpaid super for our members, compared to $101.7 million complaints dealt with by the Fund were lodged with the Australian Financial Complaints Authority (AFCA). the previous year. This 26% reduction in Superannuation We did not receive any adverse decisions from the AFCA. Guarantee collections should be considered in the context of the impacts of a COVID environment and the 2019-20 bushfires on Cbus employers. Further, we believe that this is due to positive change in employer behaviour achieved through Cbus’ communication and education approach. Internal Both Member Online and the mobile app make it easy complaints Variance from for members to track their super as members are able received FY2021 FY2020 previous year to see the amounts and dates of contributions received. Administration 730 572 + 28% Insurance 141 104 +36% Our reputation: 74% approval Claims 85 150 -43% In the last year, 74% of Cbus members recognised us as a good Fund (a Cbus commissioned study Death by Kantar). We fell short of our target by 2% objections 90 104 - 13% due to reduced exposure as a result of COVID. Total 1046 930 +12% 32 Annual Integrated Report 2021