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 through direct client contact with ComSuper.
At the direction of the Authority and in conjunction with the Military Superannuation Communications Committee (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, ADF 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 DFRDB Scheme. Appendix 2 lists the current publications.
Whether the contact is through the media 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 an increased use of focus groups and user testing of communication products, including the 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 1715 telephone calls recorded per week during 2008–09 compared with 1734 the previous year. The Interactive Voice Response telephone service recorded receipt of 89 205 calls from Military (MilitarySuper and DFRDB) Members.
In 2008–09 ComSuper staff answered 8454 emails and responded to 3856 written enquiries from Military Members.
During the year, ComSuper presented 38 seminars to a total of 1283 DFRDB Scheme Members and provided personal counselling for 76 DFRDB Scheme Members. The seminars were primarily conducted in conjunction with transition seminars. A further 15 seminars relating to medical discharge were presented to 123 military (DFRDB and MilitarySuper) Members.
pensioner communications
The Customer Service 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 DFRDBScheme website.
Member statements
Corporations law requires the distribution of annual Member statements by 31 December each year. The 2007–08 Member statements were distributed by November 2008. The statements provide DFRDB Scheme 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 are now able to choose to receive an electronic notification that their Member statement is available online. For security purposes Members must obtain an access number via Member Services Online to be able to choose an online statement. Once the Member has an access number they can also update their contact details and calculate estimates. The Authority is encouraging Members to take advantage of the new delivery method and assist in contributing to a greener world.
website and website access
The DFRDB Authority has continued to increase its emphasis on improving online services during 2008–09. These services are an important component of our business and the DFRDB Authority continues to enhance and expand its range for Members.
In 2008–09 the DFRDB Authority committed to further upgrades to Member Services Online (MSO) and Pensioner Services Online (PSO). These services are now available and provide the functionality to:
- view and update your personal information
- view and update your banking details
- view your pension payments
- view and print your Consumer Price Index (CPI) letter
- view and print your payment summary
- view contact details of the scheme
- calculate benefits
- view annual statements online.
To make it as easy as possible for Members to gain control of their superannuation access numbers are available over the phone once the Member’s identity has been confirmed.
Chart 1 shows usage of the website in 2008–09. Table 1 shows the ten most requested web pages during the year, while Table 2 illustrates website usage trends over the past five years.
Chart 1: Website usage 2008-09
| Rank | Webpage | Rank | Webpage |
|---|---|---|---|
| 1 | DFRDB Book | 6 | Form D20: Application for Retirement pay, Commutation and Superannuation Productivity |
| 2 | Pensioner Services Online | 7 | Pension Recipient Section |
| 3 | Member Services Online | 8 | Pensioner News |
| 4 | SIS Act 1993 | 9 | Annual Report to Parliament 2007-08 |
| 5 | Fact Sheet: Taxation of Benefits | 10 | DFRDB Family Law Booklet |
| Year | Number |
|---|---|
| 2004-05 | 665,973 |
| 2005-06 | 115,978 |
| 2006-07 | 952,042 |
| 2007-08 | 670,766 |
| 2008-09 | 542,561 |
Communication focus
In the coming year the Authority intends to:
- continue to improve the content and delivery of the Annual Member Statements (AMS). The purpose of the AMS are 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 presentations
- promote the availability of DFRDB Scheme seminars and accessibility to seminars
- continue to leverage off the DFRDB Scheme website for increasing access by Members to interactive sources of information about their scheme membership and benefit entitlements.
Member feedback
During 2008–09 ComSuper, on behalf of the Authority, again conducted client satisfaction surveys with the assistance of the Canberra-based firm, Orima Research.
The Quality Service Index (QSI) for military clients was introduced to measure the survey results and enable comparisons between survey periods. Military members rated their satisfaction with their administration services as 80.4%. The scores for the military schemes in each of the twenty four survey periods since data collection began in 1997–98 show a consistent level of client satisfaction within the 80–85% range.
DFRDB Scheme Members showed a significant increase in satisfaction with email enquiries, seminars and MSO.
The survey results are fed into ComSuper’s continuous improvement process. Where necessary, action plans are created and reported against.
The members of the Authority were pleased with the positive feedback obtained from clients and Members satisfaction with services.