Business continuity and the Coronavirus (COVID-19)

March 10, 2020

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We understand that the Coronavirus (COVID-19) is causing concern globally. The unknown variables around the (COVID-19) outbreak means we don’t know how far it will spread or the impact it will have. 

We'll use this page to keep our members informed on how TelstraSuper is responding to changes occurring as a result of the pandemic.

Is TelstraSuper prepared for any impacts of the Coronavirus on staff and the fund

Yes TelstraSuper has a business continuity plan, which includes pandemic planning, and has put measures in place to ensure minimal disruption should the Coronavirus pandemic escalate. Our staff safety as well as the ability to continue to operate effectively for our members is our number one priority in this time.

Our business continuity plan is built to:

  • Preserve member best interests, investments and entitlements;
  • Continue or restore effective operation of the Fund within reasonable timeframes;
  • Provide assurance over the workplace safety of TelstraSuper staff

While the future impact is unknown we are taking measures to ensure minimal impact should disruptions occur.

Business operations update

Move to stage 4 COVID-19 restrictions in Melbourne

The move to stage 4 COVID-19 restrictions has impacted our head office in Melbourne. Our staff will now have limited access to the office to process mail.  As a result, some outgoing mail may be delayed until the restrictions have been lifted.

Incoming mail will still be processed, but members may receive delayed confirmations for certain transactions. 

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Member Services wait times

Our Member Services team is receiving high volume of calls at the moment. This is resulting in longer than usual wait times for members calling in. We appreciate your patience as we work through our calls and emails in a timely manner. There is information around volatility and what it means to super accounts here

Face to face seminar cancellations

As the coronavirus (COVID-19) situation escalates our series of face-to-face seminars and events have been put on hold. We are running a series of webinars which can be signed up from here.

TelstraSuper office appointments

To protect  our members and staff against COVID-19 our offices are now closed until further notice. Our services remain operational and are operated remotely. If you have any questions about your super visit our website telstrasuper.com.au or contact our Member Services team on 1300 033 166.

Pension, benefit and claims payments

All payments will continue to be processed as usual. Our operations team will continue to process lump sum benefits, insurance claims and contributions. However, at times our teams will be working under changed conditions and therefore some processing times may increase. We ask for your patience while we work hard towards continuing our high level of service during these times.

Will I be able to contact TelstraSuper if the pandemic escalates?

Yes. Members will have the ability to contact the fund. Our priority is to safeguard our members retirement savings and being able to assist our members at all times.

If you have any questions please contact our Member Services team on 1300 033 166.

Any general advice has been prepared without taking into account your objectives, financial situation or needs. Before you act on any general advice, you should consider whether it is appropriate to your individual circumstances. Before making any decision, you should obtain and read the relevant Product Disclosure Statement and Target Market Determination or call us on 1300 033 166 for copies of these documents. You may wish to consult an adviser before you make any decisions relating to your financial affairs. To speak with an Adviser from TelstraSuper Financial Planning call 1300 033 166.