Member Communications
The Authority aims to provide Members with comprehensive information about all aspects of the DFRDB Scheme. Communication with Members can occur through the distribution channels of the Department of Defence or direct client contact with ComSuper.
At the direction of the Authority and in conjunction with the MSCC, ComSuper undertakes a communications program aimed at improving Members’ knowledge and understanding of the scheme so that they are in a position to make informed decisions. This program includes the range of communications required by the SIS Act and recognises the particular needs of Members.
General communication is by means of correspondence, service newspapers, newsletters, the Internet, individual counselling and presentations given at Defence transition seminars and other seminars at ADF establishments. Presentations are also made to ex-service organisations on topics of general interest and concern to Members and their families. Information about the DFRDB Scheme is provided in response to requests from Defence establishments and individuals. Information is also provided through publications, in both hard copy and electronic format, about various aspects of the Scheme. Appendix 2 lists current publications.
Whether the contact is through the mediums of writing, telephone or electronic transmission, ComSuper continuously seeks ways to improve the effectiveness of these communications. As part of this approach, there has been increased use of focus groups and user testing of communication products, including engagement of various ex-service organisations.
counselling and information activities
Information about the scheme is provided to Members over the telephone, in writing, by email, and through presentations at resettlement seminars at various bases and units throughout Australia. Members may also speak to a Customer Service Representative on a one-to-one basis in Canberra and at some resettlement seminars throughout Australia.
Most Member contact is by telephone, with an average of 1734 telephone calls recorded per week during 2007–08 compared with 1781 the previous year. The Interactive Voice Response (IVR) telephone service recorded receipt of 95 572 calls from Military (MilitarySuper and DFRDB) Members, an increase from last year’s figure of 92 625.
ComSuper staff answered 9138 emails and responded to 4437 written enquiries from Military Members.
During the year, ComSuper provided personal counselling for 2238 Military Members. Presentations were given at 104 seminars, attended by 5567 DFRDB Members. A further
16 seminars relating to medical discharge were presented to 52 Military Members.
pensioner communications
The Contact Centre assists military pensioners to understand their superannuation entitlements and maintain their pension accounts in accordance with the service standards agreed between the Board and ComSuper.
Customer Service Representatives can be contacted by telephone, letter, facsimile or email. Pensioners with hearing impairments can use a special teletypewriter (TTY) facility. Customer Service Representatives are available for personal counselling at ComSuper’s office. Pensioners who use the Internet can get general information from the DFRDB website.
Member statements
Corporations law requires the distribution of annual Member statements by 31 December each year. The 2006–07 Member statements were distributed by November 2007. The statements provide DFRDB contributors with equity figures, withdrawal benefits information, surchargeable contributions information and details of any surcharge debt where applicable. Members also receive a DFRDB Update and a Member Contact Details form as part of their statement kit. Since the introduction of Ancillary Benefits, eligible Members also receive a MilitarySuper Ancillary Benefit statement and a copy of the MilitarySuper About Your Statement for Ancillary Benefits. Members are referred to the MilitarySuper website to view the MSB Annual Report to Members.
Members can now choose to view their Member statement online. For security purposes Members must obtain an access number to Member services online to choose this option. Once the Member has an access number they can also update contact details, switch investment strategies (ancilliary benefit only) and calculate estimates. The Authority is encouraging Members to take advantage of the new delivery method and thus assist in contributing to a greener world.
website access
Online services have become an important component of modern business and the Authority continues to enhance and expand its range of online services designed to make access to services easier for Members.
In 2007–08 two improved online services including a new DFRDB website and Member Services Online were launched. Members’ viewpoints were taken into account in design of the website and the range of online services will be broadened in the coming year.
The DFRDB website redevelopment project continues to improve access to online information and services, and update online technology to allow for future improvements.
Chart 1 shows usage of the website in 2007–08. Table 1 shows the ten most requested web pages during the year, while Table 2 illustrates website entry trends over the past five years.
Chart 1: Website usage 2007-08
| Rank | Webpage | Rank | Webpage |
|---|---|---|---|
| 1 | DFRDB Book | 6 | Pensioner Services Online |
| 2 | Pensioner News | 7 | Fact Sheet: Taxation of Benefits |
| 3 | SIS Act 1993 | 8 | Annual Report to Parliament 2006-07 |
| 4 | Form D100: Election for Former DFRDB Scheme Members Re-entering the ADF | 9 | Pension Recipient Section |
| 5 | Member Services Online | 10 | Form D20: Application for Retirement Pay, Commutation and Superannuation Productivity |
| Year | Number |
|---|---|
| 2003-04 | 208,676 |
| 2004-05 | 665,973 |
| 2005-06 | 115,978 |
| 2006-07 | 952,042 |
| 2007-08 | 670,766 |
Communication focus 2007–08
In the coming year the Authority intends to:
- continue to improve the presentation and delivery of the half yearly mail out to Members (Mid-year Update). The purpose of the Mid-year Update is to inform Members of changes in scheme design or strategy which may impact on their current and future entitlements
- continue to improve the content and delivery of the Annual Member Statements (AMS). The purpose of the AMS is to inform Members of their current and future entitlements under the scheme rules
- continue to deliver, and improve on, existing communication/education programs, based on the use of audio visual technologies and drawing on the experience of previous video presentations
- promote the availability of DFRDB seminars and increased accessibility to seminars
- continue to leverage off the DFRDB website for increasing access by Members to interactive sources of information about their Scheme membership and benefit entitlements.
Member feedback
During 2007–08 ComSuper, on behalf of the Authority, again conducted client satisfaction surveys with the assistance of the Canberra-based firm, Orima Research.
The latest Quality Service Index (QSI) for military clients, introduced to measure the survey results and to enable comparison between survey periods, showed 81% satisfaction. The scores for the military schemes in each of the twenty- three survey periods since data collection began in 1997–98 show a consistent level of client satisfaction; within the 80–85% range.
The survey results are fed into ComSuper’s continuous improvement process. Where necessary, action plans are derived and reported against. Ongoing changes are made to ComSuper’s procedures as a result of the survey feedback.
The Authority was pleased with the positive feedback obtained from clients on the quality of services received.