How our business is operating


Our call centre hours are different  

At Super SA, our members and staff are always our priority. Understandably, many members feel concerned about their superannuation and the continuation of critical services.

To manage this situation and assist members across all contact channels, we have reduced the opening hours of our call centre. Our revised hours are 9am until 3pm Monday to Friday to allow staff to respond to members’ email enquiries and return members’ calls. 

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Call volumes and wait times are much longer than usual. We’re doing our best to help all members as quickly as we can. For non urgent requests please email us at supersa@sa.gov.au


Use email when its a non-critical matter 

To allow members with critical issues (such as investment switches) to get through on the phone, please email us with non-critical matters to supersa@sa.gov.au 

Were prioritising processing transactions, member payments and critical services such as investment switches and are working very hard to respond to every member who has contacted us (usually within three business days). 

You may experience longer than usual delays in reaching us or hearing back from us, so please be patient.Thank you for your understanding during this challenging time. 


Front counter is closed 

The health and wellbeing of our members and staff are our priority. We have therefore temporarily closed the front counter of our Pirie St office until further notice. 

This is a precautionary measure only. There are no known cases of COVID-19 at our office. 

We request members interact with us by email: 

supersa@sa.gov.au 

If you are don't have access to email, please call us on 

(08) 8207 2094 

1300 369 315 (regional) 


Member Education visits and seminars are postponed 

We have currently postponed all Member Education worksite visits and seminars. You can register your interest for future seminars here.

We apologise for the inconvenience and thank you for your understanding. 


Changes to mailing

We have temporarily changed how you can send through physical documents to us. 

Please send all physical documents to Super SA, GPO Box 48, Adelaide SA 5001. Alternatively, you can email a scanned copy or a photo of the completed form to us at supersa@sa.gov.au. In some instances an original copy of the form may be required.  We will contact you and request further information in these circumstances.

Please note:

• We will not be able to accept any form of registered post

• Our Front Counter Centre on Pirie St is temporarily closed (read more here) and we are unable to accept any forms to be dropped off to our Front Counter Centre

• For all mail received, we will be prioritising critical transactions and payments. 


Cheques no longer accepted

In response to COVID-19 (Coronavirus) we have reviewed our current cheque handling processes. As a result, we no longer accept or send cheques or money orders.

Instead, payments need to be made electronically via  Electronic Funds Transfer (EFT).

If you need to send funds to Super SA to

• Make a deposit or contribution

• Pay a Family Law fee, or

• Make a roll in from a SMSF

you will need to do this via EFT.

 

EFT payments

To make your payment please

• contact Super SA via email at supersa@sa.gov.au. If you don't have access to email, call us on (08) 8207 2094 or 1300 369 315 (regional), and

• ensure you include your Account ID, surname and initial when you make the payment via EFT.

Please note that due to very high call and email volumes to the Member Centre wait times are longer than usual.

If you are expecting to receive funds from Super SA

such as:

• A Roll out from your Super SA account to a SMSF. In this situation you will need to provide bank details and a bank statement from your Self Managed Super Fund’s bank account.

• A payment directly to you and we do not have your bank details on file. In this situation you will need to provide your bank details and a copy of your bank statement so we can make your payment via EFT. 

The option to have EFT payments made to you is already available on most of our forms. 

Member Portal 

COVID-19 Proof of Identity Certification (POI)

The Commonwealth Government has rules to help prevent money laundering and counter terrorism activities. This means that you’ll be required to provide proof of identity to verify who you are when withdrawing money from your super. 

Please refer to Proof of Identity (POI) Fact Sheet for ID requirements. If, however, you are unable to meet those requirements as a result of COVID 19 movement restrictions, then the following temporary options are also available; 

  • Withdrawal up to $1,000 – we can accept scanned POI without certification. 
  • Withdrawal over $1,000 or change of details – if Super SA have a prior driver’s licence, we will accept a scanned, updated version without certification, so long as it is the same licence number, and your photo on both documents can be adequately matched. 
  • If neither of the above options are possible (i.e. it is the first time you are providing your POI) then you will need to provide: A scanned POI photographic identification (Drivers Licence, Passport or Proof of Age Card) and a photographic image of yourself whilst holding your photographic ID and a Super SA document holding your Client ID. 

If you do not have photographic identification then you will need to obtain certification (e.g. at a police station) as it is not possible to implement alternative validation processes in this circumstance.