Letter to members regarding PSSap outsourcing

A letter regarding PSSap outsourcing is being mailed to PSSap members week commencing 19 February 2012. The text of the letter is as follows. Please note that the date of 27 February referred to in the letter as being when PSSap member administration services and member online log-in services will re-commence has since changed to 29 February 2012.

New provider of member services for the PSSap

I am writing to advise you of important changes to the provision of member services for the Public Sector Superannuation accumulation plan (PSSap).

On 7 October 2011 we advised that the Commonwealth Government had decided to outsource to Pillar Administration certain PSSap member administration services that have previously been provided by ComSuper. Pillar is a NSW state owned corporation.

Pillar took over provision of these PSSap member services from ComSuper on 11 February 2012. This transition was originally scheduled for 19 November 2011 but further preparation time was required.

Commonwealth Superannuation Corporation (CSC, previously ARIA) continues to be the trustee of PSSap. Your PSSap member entitlements will not be affected.

Detailed planning for the transition process has been underway for some time to manage the transition to Pillar, but you might notice some changes.

Temporary cessation of services

Pillar has advised that there will be a temporary cessation of member services during the transition period. This is considered an appropriate practice for changes of this nature.

In order to carry out data conversion and ensure a successful transfer –

All member services temporarily ceased, and our usual processing standards do not apply, from 5pm (EDT – Eastern Daylight Savings Time) Tuesday 7 February 2012.

Pillar advises that it expects member services to become active again as follows:

  • PSSap Contact Centre – 13 February 2012 (general information only - no transaction processing)
  • Administration services – 27 February 2012 (processing of member benefits, switches and roll ins)
  • Member online log-in services – 27 February 2012 (online transactions and investment switches)

These resumption dates are subject to change. We will provide updates on www.pssap.gov.au during the transition period.

During the transition period, the processing of all member transactions (including new member set-up, contributions, benefit payments and investment switches, roll ins) are deferred until after normal service is resumed. This means the effective date of these member transactions will be a date after the service is resumed, and the unit price applied to a transaction will be the price effective on the date the transaction is processed by Pillar.

When normal scheme administration services resume, member transactions will be processed as quickly as possible. We aim to resume our normal standard – that is, generally processing your transactions within 5 business days of validating your requests – as soon as possible.

Please note new PSSap contact details – from 11 February 2012

From 11 February 2012 all PSSap member queries should be directed to Pillar Administration
Email members@pssap.com.au
Phone 1300 725 171 (please note, phone number does not change)
Fax 1300 364 144
Website www.pssap.gov.au (please note, website does not change)
Address Locked Bag 9300
WOLLONGONG BC NSW 2500
Australia

If you have any questions about the transition of PSSap scheme administration services, please call 1300 725 171.


Yours sincerely

Peter Carrigy-Ryan
Chief Executive Officer

21 February 2012