That Super Show

#29. Guest Duncan McPherson, founder of Borromean Consulting and former Link Advice CEO, joins Sarah and Neil to dig into the evolving intersection of advice and superannuation delivery. The discussion challenges the old idea that there’s a single operating model for advice within funds, arguing instead that the critical issue is how and where each fund draws the line between in-house and external capabilities—a threshold that's now shifting under regulatory, commercial, and technological pressures.The conversation highlights a growing urgency for funds to modernise advice: digital advice is no longer a "bolt-on" but must be woven into the core service ecosystem. Members’ expectations are shaped by the rapid adoption of AI and digital experiences in other sectors—even as Australian consumers remain cautious and want to see human support layered into these new models. The industry’s own conservatism—with compliance teams sometimes slow to adapt after the Royal Commission—is now a real competitive risk, as members increasingly seek quick, personalised answers from tech-driven sources outside the traditional super system.Funds also face a tough commercial reality: new member acquisition is costly and pointless if those members leave quickly. Retention hinges on a consistent, personalised member experience, and advice—particularly digital advice—plays a central role in building ongoing engagement throughout a member’s lifetime, not just at joining or retirement.For those juggling advisor relationships, Duncan notes the tension: advisors can become a channel for assets to leave, especially if funds are seen as hard partners. Making advisor access easy and valued—through dedicated portals, integrated data, and clear strategy—is the only way for funds to remain in the game.ABOUT DUNCANDuncan McPherson brings more than 30 years' experience across superannuation and advice. Over the past decade, Duncan has worked closely with some of Australia's largest and most progressive super funds and digital advice providers — developing board-approved advice strategies, leading the implementation of scaled and retirement advice services, and supporting organisations at every stage from early direction-setting through to delivery.https://www.linkedin.com/in/duncanmcp/https://borromeanconsulting.com.au/ABOUT YOUR HOSTSSarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.www.linkedin.com/in/sarahpennau/mayflower.com.auNeil Benson is the Global Chief Product Officer at ChandlerCX, where he leads a team focused on the intelligent automation of customer communications. In February 2026, his startup, Novagentic was acquired by ChandlerCX.https://www.linkedin.com/in/neilbenson/chandler.com.auABOUT THAT SUPER SHOWThat Super Show is a fortnightly podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates, and decisions shaping the industry — without the spin.Subscribe wherever you get your podcasts, and don’t forget to leave us a 5 star review.Got a topic you'd like us to cover? Reach out to either of us on LinkedIn.Mentioned in this episode:Chandler CX Digital Forms You know that eight-page PDF form that scares off half your members before they finish page two? We turn it into a smart, mobile-first digital form. Prefilled, validated in real time, signed on the spot and straight through processed into your registry. https://www.chandler.com.au/cx-receive/receiveChandlerCX

#27. Join Sarah and Neil as they recap from day one at the Future Fund Admin 2026 forum in Sydney.This episode grapples with whether Australia’s superannuation industry will really consolidate to just a handful of mega funds—and what that could mean for members, small funds, and fund administrators caught between regulatory expectations and practical realities. Sarah and Neil unpack how the growing focus on members’ real experiences is colliding with operational constraints, regulatory change, and technology.Who should listen:Fund administrators weighing the costs and risks of consolidation, especially anyone managing a small or niche fund.Trustees or CEOs facing pressure over future business models and trustee structures.Operations and communications managers responsible for major regulatory rollouts (like Payday Super), wondering how to actually reach small employers.“If you're a very big fund, there is nothing in your members’ best interest to take on the small ones.” — SarahABOUT YOUR HOSTSSarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.www.linkedin.com/in/sarahpennau/mayflower.com.auNeil Benson is the Global Chief Product Officer at ChandlerCX, where he leads a team focused on the intelligent automation of customer communications. In February 2026, his startup, Novagentic was acquired by ChandlerCX.https://www.linkedin.com/in/neilbenson/chandler.com.auABOUT THAT SUPER SHOWThat Super Show is a fortnightly podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates, and decisions shaping the industry — without the spin.Subscribe wherever you get your podcasts, and don’t forget to leave us a 5 star review.Got a topic you'd like us to cover? Reach out to either of us on LinkedIn.Mentioned in this episode:ChandlerCX Internactive StatementsIt’s annual statement time for superannuation funds and ChandlerCX is busy developing interactive statements that are engaging personalised microsites for members. Think of it like Spotify Wrapped for superannuation. Visit https://www.chandler.com.au/add-ons/interactive-statements.ChandlerCX

#25. Should retirees be forced to take a pension? Why are Treasury’s latest consultation papers sending shockwaves through the super industry? We break it down for you in this episode.1. Enhancing Member Protections in the Super SystemThe definition of a platform trustee — and why it matters (02:08)Increased penalties for misconduct: who really ends up paying? (05:05)Proposed waiting periods for super fund switching: policy fail or protection? (06:19)How compensation proposals could change platform oversight (11:00)2. Curbing Lead Generation ActivityShould lead generators be licensed like financial advisors? (18:19)Practical limits on financial product advertising and social media marketing (20:20)The ongoing crackdown on “finfluencers” and general advice (23:45)3. Compensation Scheme of Last Resort (CSLR)Why SMSFs are making most of the claims, and why Neil believes they should pay a levy (25:25)Is the CSLR a fair system, or just a cost passed to trustworthy advisors? (26:02)Should government step in as the safety net instead? (30:19)🔑 Key TakeawaysWaiting periods for super switching: Sarah argues these do little to protect consumers and mostly benefit big funds (07:34).Platform responsibility: Neil and Sarah both support stricter platform oversight, especially when large sums move into single risky investment options (13:14).Lead generation reform: Marketing firms involved in product distribution should fall under AFSL licensing, making enforcement easier and consumer harm less likely (19:17).CSLR funding: Most compensation claims come from SMSFs; making them contribute seems logical, but the hosts suggest a government backstop would be even better (29:16).👉 Have Your SayWorking in super? Treasury is seeking feedback on these proposals. Got strong views? Sarah and Neil want to hear from you. Drop them a line or reply to this email if you’d like to come on the show.That Super ShowVisit That Super Show website and become a newsletter subscriberFollow That Super Show on LinkedInFollow That Super Show on YouTubeEmail That Super ShowSarah Penn, Chief Executive at Mayflower ConsultingConnect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting's websiteNeil Benson, Chief Product Officer at ChandlerCXConnect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

#23 Welcome to That Super Show, your inside look at Australia’s superannuation industry.Neil Benson and Sarah Penn dive into the latest trends, challenges, and opportunities shaping super—from industry roadshows in the US to advances in AI, and the evolving insurance landscape.They discuss why Australian funds are looking globally for investments, the efficiency and value of industry trips, and how regulation is impacting innovation. The episode also tackles important issues like the insurance gap for young blue-collar workers and the sharp rise in complaints within the sector, highlighting leadership changes and reflecting on the balance between investment returns and member services.Grab your coffee, settle in, and join Neil and Sarah for another engaging and honest conversation about what’s working, what’s changing, and what needs improving in superannuation.ARTICLESASFA warns super insurance reforms have left thousands uncovered - Super ReviewAustralian superannuation sector plans to woo US investors, companies and Trump officials in Washington galaBuilding a Stronger and Fairer Super System Act 2026 – Draft Regulations'We've let our members down': Watson | Financial StandardAFCA receives record number of complaints in 2025 calendar yearThat Super ShowVisit That Super Show website and become a newsletter subscriberFollow That Super Show on LinkedInFollow That Super Show on YouTubeEmail That Super ShowSarah Penn, Chief Executive at Mayflower ConsultingConnect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting's websiteNeil Benson, Chief Product Officer at ChandlerCXConnect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX websiteMentioned in this episode:Mayflower Consulting This episode is brought to you by Mayflower Consulting. If your product team is capable, stretched, and the important structural work keeps getting pushed, that's where we come in. We embed with your team, get the work done, and leave you more capable.Mayflower Consulting

#21. Co-hosts Sarah Penn and Neil Benson host David Bell, Executive Director at Conexus Institute. We cover:Industry growth: Superannuation assets grew by 12% last year, mostly from strong investment returns. Four funds are now “mega funds” with over $200 billion AUM.Mergers and consolidation: Fund mergers continue to shape the sector. Aware’s merger with TelstraSuper tipped it into mega fund status.Flow dynamics: Natural flows (member contributions) are steady, but competitive flows are increasingly advisor-led with platforms gaining pace.Advisor-driven switching: More than half of asset switches are now influenced by advisers, with platforms offering efficiency and adviser-friendly features.Marketing spend: Funds increased marketing by 10%, but there's little evidence it’s driving competitive inflows. Most spend is defensive—trying to stem outflows.Retirement focus: Demographics highlight 40% of assets held by members 55+. Funds are investing in retirement products and guidance, but competitive barriers remain for retaining members approaching retirement.SMSF trends: SMSFs are seeing net growth and most are established without a formal adviser. But there’s also a flow back as members tire of administration.Future landscape: The sector is heading for more mega funds and continued consolidation. Launching new funds is possible, but achieving scale remains a decades-long effort.Key takeaway: Sector priorities are shifting towards retirement, adviser functionality, and efficiency—but core flows, consolidation, and operational differentiation remain fundamental for fund leaders.Bonus: Blame marketing? Absolutely!That Super ShowVisit That Super Show website and become a newsletter subscriberFollow That Super Show on LinkedInFollow That Super Show on YouTubeEmail That Super ShowSarah Penn, Chief Executive at Mayflower ConsultingConnect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting's websiteNeil Benson, Chief Product Officer at ChandlerCXConnect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX websiteMentioned in this episode:Mayflower Consulting This episode is brought to you by Mayflower Consulting. If your product team is capable, stretched, and the important structural work keeps getting pushed, that's where we come in. We embed with your team, get the work done, and leave you more capable.Mayflower Consulting

#19. Co-hosts Neil Benson and Sarah Penn unpack the latest trends and news impacting the superannuation industry.We cover:Super brand recognition: Surprising results from a Conjointly brand tracker highlight low public awareness of major super brands, including only 57% recognition for AussieSuper and 49% for Hostplus, challenging industry assumptions.The complexity and cost of rebranding: Rebrands are frequent but often more about internal politics than member benefit, and establishing a new name remains a major challenge.The effectiveness of marketing: Despite significant marketing spend, switching rates and member engagement appear largely unchanged, raising questions about return on investment.Member churn and fund flows: Recent reports show industry fund outflows to adviser-led platforms are modest compared to overall inflows, with most money still coming in via default arrangements rather than active switching.Retention dilemmas: As members with larger balances approach retirement, funds struggle to retain them, particularly when financial advisers commonly recommend rolling over to retail platforms.Regulatory challenges and innovation barriers: Uncertainty around advice laws is inhibiting proactive member communications and innovation, especially in retirement products.Fraud and scam protection: ASIC urges funds to strengthen member communications to prevent fraud, but losses remain minor (at $22 million), and tougher controls could erode member experience.Confidence and legislative change: Frequent government tinkering causes member concern, yet most changes aim to improve fairness, and fears of losing all super are unfounded.New superannuation legislation: Discussion around the Building a Stronger and Fairer Super System bill, with support for balancing changes to both high and low-balance accounts.Industry news: Notable updates include Commonwealth Super’s major tech upgrade, HESTA CEO Debbie Blakey’s retirement, and the release of a new AFCA complaints guide.Personal achievement: Neil celebrates passing the RG 146 superannuation qualification after a challenging process.RESOURCESSuper brand tracker confirms golden status of AustralianSuper | Financial Standard - Brand Tracker by Conjointly based on 1344 individuals. 57% recognised AustralianSuper, 49% Hostplus, 48% AMP, 47% Rest, 45% CBUS. Survey also ranked consideration, performance perception, and customer support.Superannuation customer churn hits First Super, NGS Super and Hostplus hardest. 6% churn on average, based on APRA data analysed by Elula. Lots of funds claiming the switches were inactive, low balance accounts being swept up by ATO. APRA has noticed that member accounts and flows into accounts outside the top 10 had declined.Industry super funds are losing business to retail wealth platforms such as HUB24 and Netwealth at an accelerating pace. Members seeking more holistic retirement advice. One analyst reckoned that a 10% uplift in advisor capacity could see $100B in flows to retail platforms to which my financial advisor responded, "I've got more chance of captaining the Australian Cricket Team & marrying Heidi Klum in the same year than a 10% increase in advisers resulting in $100bn of flows."Commonwealth Super Corp to consolidate legacy IT systems | Financial Standard. CSC to consolidate a number of systems. It manages several schemes and it sounds like they are bringing them all together. Mercer is the admin partner and Novigi is the data partner. Limited service period. Imagine they watched HESTA's experience closely.Super trustees told to up fraud protection game | Financial Standard ASIC compared super sector's fraud prevention to banks and found significant gaps, mostly in documentation and member communications. $22m in super-related scams in 2025.AFCA's new superannuation complaints guide (for funds and members)Treasury Laws Amendment (Building a Stronger and Fairer Super System) Bill 2026 – Parliament of Australia - second reading today. Boost to LISTO and changes to tax concessions on balances over $3m and 10.That Super ShowVisit That Super Show website and become a newsletter subscriberFollow That Super Show on LinkedInFollow That Super Show on YouTubeEmail That Super ShowSarah Penn, Chief Executive at Mayflower ConsultingConnect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting's websiteNeil Benson, Chief Product Officer at ChandlerCXConnect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

#17. Co-hosts Sarah Penn and Neil Benson chat with Adrian Gervasoni, Executive Manager Advice Services at Industry Fund Services. We cover a lot of ground, including:Member engagement challengesRethinking the member journeySuper as 'your future wage'Super portals try to present too much infoThe power of nudgesThe new class of advisers - what this means in practiseWhat we can learn from banks closing branches and moving customers onlineWebinars and events are fun but only reach a small number of peopleThe future of portalsWant to hear more from Adrian? Follow him on LinkedIn.And have ideas for other guests we should interview? Drop us a line and let us know!

#15. Neil Benson and Sarah Penn dive into a lively year-end review of Australia’s superannuation industry. From legislative wins and regulatory challenges to industry shakeups and innovative tech trends, they unpack the major highlights and low points that shaped 2025. You’ll hear their candid takes on big topics like Division 296 reforms, the SG rate increase, the impact of Payday Super, and ongoing compensation scheme debates. Plus, hear all about the headaches of system migrations—as well as the opportunities AI is unlocking for super funds.2025 Highlights: Div296 was fixed, LISTO was increased, Pay Day Super legislation passed, and of course, That Super Show was launched too!2025 Lowlights: investigation into collapse of Shield Master Fund and First Guardian Master Trust widens, shortcomings in death benefits and insurance claim handling have been papered-over.Daniel Mulino taps super funds to prop up Compensation Scheme of Last Resort. Mulino taps super sector to help pay CSLR special levy | Financial StandardHESTA has extra license conditions imposed by APRA. 7 weeks' downtime switching from MUFG to GROW. Irony of being slapped by the regulator who wants funds to innovate and improve productivity. APRA imposes additional licence conditions on HESTA | APRAIrony of rumours that MUFG may acquire GROW! Administration technology is old, never designed for payday super or decumulation, and has to be the same across as many funds as possible. What MUFG's bid for Grow says about the state of super admin - Investment MagazineGoverning the Invisible: by Ash Priest and Alex Monynihan at Novigi, about governing AI from a super fund trustee's perspective using ISO 42001 for AI management systems. Governing the invisible: Why super funds need to get real about AI | FS SuperThat Super Show Shorts. Daily short videos on news and views for superannuation professionals. That Super Show Shorts - YouTubeThat Super ShowVisit That Super Show website and become a newsletter subscriberFollow That Super Show on LinkedInFollow That Super Show on YouTubeEmail That Super ShowSarah Penn, Chief Executive at Mayflower ConsultingConnect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting's websiteNeil Benson, Chief Product Officer at ChandlerCXConnect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

#13. Hosts Neil Benson and Sarah Penn dive deep into the world of Australian superannuation. This week, they're joined by an insightful panel of guests—including Emma Jonceski (Aware Super), Cathy Duncan (TCS), Alana Devitt (CoreData), Dan McKean (Chandler), and Zoe Sheehan (TAL)—as they unpack all the highlights from the IBRC Engage 2025 Future of Member Engagement, Comms, and Experience Forum.From industry stats that’ll make you rethink member engagement, to personal stories and clever ideas buzzing around the conference, you’ll hear the latest on how funds are transforming their communications, the role of technology and AI, and the untapped opportunities to enhance member experience. Get ready for candid conversations, practical examples, and future-focused thinking—all designed to help you, your fund, and your members stay ahead in a rapidly evolving super landscape. Let’s get into it!Thanks to our special guests from Engage 2025:Emma Jonceski on LinkedIn: https://www.linkedin.com/in/emmajonceskiCathy Duncan on LinkedIn: https://www.linkedin.com/in/cathyduncan1Alana Devitt on LinkedIn: https://www.linkedin.com/in/alanadevittDaniel McKean on LinkedIn: https://www.linkedin.com/in/daniel-mckean-a0b6bb22Zoe Sheehan on LinkedIn: https://www.linkedin.com/in/zoe-sheehan-045a62121That Super ShowVisit That Super Show website and become a newsletter subscriberFollow That Super Show on LinkedInFollow That Super Show on YouTubeEmail That Super ShowSarah Penn, Chief Executive at Mayflower ConsultingConnect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting's websiteNeil Benson, Chief Product Officer at ChandlerCXConnect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

#11. We’re excited to bring you the highlights from the cloakroom of the expo hall at this year’s ASFA Conference on the Gold Coast. Only the most glamourous locations for your intrepid hosts, dear listener!Neil and Sarah unpack what’s happening in superannuation, share feedback from listeners, preview ASFA Con 2025, and tackle some of the trickiest questions facing funds and members today.🎤 ASFA Conference 2025 – What’s in Store?Sarah and Neil are on-site, despite hiding out “in the cloakroom,” ready to network, attend breakout sessions, and catch up with clients and industry players.Some exciting names in the speaker lineup mentioned by our hosts include:Jim Chalmers (Treasurer) and Daniel Molino (Assistant Treasurer)Ted O’Brien (Shadow Treasurer)Brad Jones (Assistant Governor, RBA)Carmen Beverly-Smith (Executive Director for Super, APRA)Guy Opperman (former UK Pensions and Financial Inclusion Minister—also a steeplechase jockey!)Heather Gray (Lead Ombudsman for Super, AFCA, and friend of the show)Katie Miller (Deputy CEO, AUSTRAC)Simon Kucher (Demographer and chart enthusiast)Expect plenty of debates, policy discussions, and a little bit of classic super industry gossip.🍾 Evening Events & Industry NetworkingSarah has her ticket for the MetLife event, while Neil looks forward to SS&C/Chandler event and networking with the well-connected IQ Group folks. With suppliers bringing forward their main events, tonight’s the perfect chance for catch-ups and maybe a bit of chaperoning!💡 Big Idea: Are We Protecting Super Members Enough?A real-life story from Neil’s Melbourne Cup lunch sparks a crucial debate: What happens when members cash out their super early and risk running out of savings before qualifying for the Age Pension? The team dives deep:Should our system be even more “default” to help protect low-literacy and risk-averse members?Are lifecycle products the answer, or would that erode personal choice too much?Is it worse to have people lose out through fraud or through their own poor financial decisions?Sarah notes that while defaults work for most, the outliers prove the system isn’t perfect. It’s sobering to hear that many people—especially singles without a home—struggle far more than we might realise.📈 Super Fund Investment Mix: Are “Balanced” Options Really Balanced?Our hosts observe that MySuper products have become much more growth-oriented, moving from a 50/50 split to 70/30 or even 80/20 in favor of growth assets. Sarah loves a good graph, but worries marketing may mislead members into thinking these funds are “balanced”—when in reality, they’re taking much more risk.🔍 Transparency & Labeling in Super: Do Members Need More Detail?From asset type labelling (is property “growth” or “defensive”?) to demands for granular investment disclosure, our hosts agree: There’s a market segment that wants more info, but most people benefit from simplicity. If you crave details, wrapping platforms and SMSFs might be your best bet—but beware the challenge of beating professional fund managers.🤳 Now on YouTube!The show has launched a new YouTube channel—perfect for those who love to listen on the tube. (No smiling faces yet, but keep the pressure on Sarah for a video edition!)The Super Show - YouTube🚩 Think We Should Talk?If there’s a topic you’d love us to tackle or you think we should connect, just reply or book a meeting via the show notes.Don’t forget: Follow That Super Show, share with your super colleagues, and watch for our next live wrap-up post-ASFA!Until next time,— Neil & SarahThat Super ShowVisit That Super Show website and become a newsletter subscriberFollow That Super Show on LinkedInFollow That Super Show on YouTubeEmail That Super ShowSarah Penn, Chief Executive at Mayflower ConsultingConnect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting's websiteNeil Benson, Chief Product Officer at ChandlerCXConnect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

#9. Neil and Sarah sit down to discuss the latest developments in Australian superannuation policy. After two years of debate and lobbying, the government has announced changes to the proposed Div296 tax on high-balance super accounts, opting to tax only realised capital gains rather than unrealised gains. They also explore the introduction of a new 40% tax rate on income from super balances over $10 million, and consider the broader impact of these reforms on both high-net-worth individuals and everyday members. The conversation covers updates to the low-income super tax offset (LISTO) and the rollout of Payday Super, which will require employers to pay super contributions within seven days of payday. Neil and Sarah reflect on the legislative process, practical challenges for employers and funds, and how these changes might affect the retirement landscape moving forward.That Super ShowVisit That Super Show website and become a newsletter subscriberFollow That Super Show on LinkedInFollow That Super Show on YouTubeEmail That Super ShowSarah Penn, Chief Executive at Mayflower ConsultingConnect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting's websiteNeil Benson, Chief Product Officer at ChandlerCXConnect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

#7. Co-hosts Sarah Penn and Neil chat with Marnie Ryan, head of product innovation and enablement at AP+ (formerly NPP Australia). We cover:NPP and Superannuation: From 1 July 2026, funds must accept real-time payments via the New Payments Platform (NPP)—mandatory, and separate from Payday Super legislation.Modernising Payments: Transition away from BECS is set for 2030. Super funds need to get ready to shift from batched, delayed payments to instant, always-on transactions.Reconciliation Revolution: NPP upgrades solve historic problems with payment reference numbers, making reconciliation faster and easier—especially important for super contributions.Pilot Programs in Action: Leading funds and clearinghouses are already piloting real-time payments, so the future is now.Fraud and Security: New features like confirmation of payee and PayID add extra layers of trust and validation for fund rollovers and member withdrawals.Getting Ready: Execs should engage tech, ops, and employer services teams now. Start talking to your bank and payment partners to understand your platform readiness.Member Experience: Real-time payments create new member expectations. Faster clearing and instant notifications can improve trust and encourage members to check contributions more often.Innovation Pipeline: Expect more streamlined experiences with products like PayTo, reducing manual entry and making top-ups or pension drawdowns seamless—24/7, even at year-end crunch time.Key takeaway: Don’t wait for legislation—engage with your banking and payment providers now to be NPP-ready before the 2026 deadline.Marnie Ryan on LinkedIn: https://www.linkedin.com/in/marnie-ryan-33b5a741Australian Payments Plus: https://www.auspayplus.com.au/That Super ShowVisit That Super Show website and become a newsletter subscriberFollow That Super Show on LinkedInFollow That Super Show on YouTubeEmail That Super ShowSarah Penn, Chief Executive at Mayflower ConsultingConnect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting's websiteNeil Benson, Chief Product Officer at ChandlerCXConnect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

#5. Co-hosts Sarah Penn and Neil Benson chat with Heather Gray, Lead Obudsman, Superannuation at Australian Financial Complaints Authority. We cover:Complaints as Feedback: Complaints are valuable for identifying service improvement areas, even though funds aim to minimize them.Drop in Insurance Delay Complaints: There has been a notable reduction (39%) in complaints about delays in insurance claims within super funds, indicating successful improvements.Importance of Communication: Clear and timely communication—especially during incidents like cyber attacks—is critical in maintaining trust and managing complaints.Systemic Issues vs. Human Error: Sarah is surprised to learn that maybe a high proportion of human error-caused complaints is actually right!Data Usage: Complaint data is transparent and shared with trustees, allowing for benchmarking and industry-wide improvement.Rising Member Expectations: Members now expect higher service standards from funds, paralleling experiences in other industries.Clarity in Correspondence: Superannuation communications need to be clear, tailored, and actionable to prevent confusion and reduce complaints.That Super ShowVisit That Super Show website and become a newsletter subscriberFollow That Super Show on LinkedInFollow That Super Show on YouTubeEmail That Super ShowSarah Penn, Chief Executive at Mayflower ConsultingConnect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting's websiteNeil Benson, Chief Product Officer at ChandlerCXConnect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website