Our promise
We’re here for you
The Member Service Promise is our commitment to delivering consistent, high quality service and being transparent about how we’re doing. We track and report on key service areas using real member experiences, so we can continue to improve and ensure our members feel supported.
We're ready for a chat
- You can always speak with a real person
- We're easy to deal with
You can lean on us
- We'll listen to you
- We know super
- We'll partner with you
We'll sort it
- We'll be quick about it
- We'll keep you informed
- We'll help you resolve your query
Our Promise
40 years of service excellence
Whether it’s helping build a secure financial future or providing guidance when it matters most, our promise is to always put our members first.
65 Net Promoter Score (NPS)
based on member surveys following interactions, reflecting their likelihood to recommend us to friends and family.^
See full results
40 years of service excellence
Whether it’s helping build a secure financial future or providing guidance when it matters most, our promise is to always put our members first.
99% of withdrawal requests
paid in 4 business days or less (not including bank processing times).*
See full results
100% of claims
for Death Insurance approved and paid to our members and their beneficiaries.>
Member support and service
If you call us
You won't wait long to talk to us and our Contact Centre is Australian based.
FY
24/25
July
2025
Aug
2025
Sept
2025
Oct
2025
Nov
2025
Dec
2025
Jan
2026
Feb
2026
Mar
2026
Apr
2026
May
2026
Jun
2026
FY
25/26
How many seconds it takes for us to answer our members when they call us (on average).*
71
51
79
53
83
80
46
52
42
77
52
57
119
66
How happy you are
We want you to feel respected as a fund member and be happy with our quality of service.
FY
24/25
July
2025
Aug
2025
Sept
2025
Oct
2025
Nov
2025
Dec
2025
Jan
2026
Feb
2026
Mar
2026
Apr
2026
May
2026
Jun
2026
FY
25/26
Our Net Promoter Score (NPS) is based on surveys to our members who have had an interaction with us and their likelihood to recommend us to their friends and family.^
49
66
81
48
55
63
61
73
58
72
60
73
Surveys not sent ^^
65 ^^^
If you email us
You can write to us if you have a question or need some help.
FY
24/25
July
2025
Aug
2025
Sept
2025
Oct
2025
Nov
2025
Dec
2025
Jan
2026
Feb
2026
Mar
2026
Apr
2026
May
2026
Jun
2026
FY
25/26
Percentage of the time our team responded and resolved email enquiries from our members in 2 business days or less.*
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
We'll visit you on site
We can come to see you at your place of work, when it suits you and your employer.
FY
24/25
July
2025
Aug
2025
Sept
2025
Oct
2025
Nov
2025
Dec
2025
Jan
2026
Feb
2026
Mar
2026
Apr
2026
May
2026
Jun
2026
FY
25/26
Number of on site visits we've made.#
522 (total)
35
47
59
44
42
27
28
46
42
25
40
42
477 (total)
Number of members we met with on site.#
2,161 (total)
200
131
173
118
123
95
130
130
74
33
134
116
1,459 (total)
Super and financial guidance
Financial education and advice
We have in house professional advisers available to talk to you about your super when you need it most and retirement seminars in QLD all year round.
FY
24/25
July
2025
Aug
2025
Sept
2025
Oct
2025
Nov
2025
Dec
2025
Jan
2026
Feb
2026
Mar
2026
Apr
2026
May
2026
Jun
2026
FY
25/26
Percentage of the time financial advice appointments are available in 3 weeks or less.#
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
Number of financial advice appointments we had with our members.#
1,377 (total)
134
117
142
104
115
80
82
106
117
98
86
86
1,267 (total)
The percentage of members who received advice and responded to our survey saying they have an increased confidence about retirement.#
90%
97%
96%
94%
100%
91%
94%
96%
100%
91%
84%
100%
94%
95%
The percentage of members who attended a retirement seminar and responded to our survey saying it met or exceeded their expectations.#
95%
100%
100%
No seminars held
100%
100%
No seminars held
No seminars
held
100%
96%
100%
98%
99%
99%
Accessing your super savings
We‘ll process your request to withdraw your super quickly.
FY
24/25
July
2025
Aug
2025
Sept
2025
Oct
2025
Nov
2025
Dec
2025
Jan
2026
Feb
2026
Mar
2026
Apr
2026
May
2026
Jun
2026
FY
25/26
Percentage of withdrawal requests that were paid in 4 business days or less (not including bank processing times).*
100%
100%
100%
100%
100%
94%
100%
100%
100%
100%
100%
100%
99%
99%
Making an insurance claim
We’re here to support you if you need to make an insurance claim.
FY
24/25
July
2025
Aug
2025
Sept
2025
Oct
2025
Nov
2025
Dec
2025
Jan
2026
Feb
2026
Mar
2026
Apr
2026
May
2026
Jun
2026
FY
25/26
Percentage of Death insurance claims we approved and paid to our members and their beneficiaries.>
(Industry average 98.4% <)
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
Percentage of Total and Permanent Disablement insurance claims we approved and paid to our members and their beneficiaries.>
(Industry average 91.5% <)
94.25%
100%
100%
91.67%
87.50%
100%
100%
90.00%
90.91%
85.71%
86.67%
93.33%
91.30%
93.25%
If you have a complaint
We take your concerns and feedback seriously.
FY
24/25
July
2025
Aug
2025
Sept
2025
Oct
2025
Nov
2025
Dec
2025
Jan
2026
Feb
2026
Mar
2026
Apr
2026
May
2026
Jun
2026
FY
25/26
Percentage of complaints resolved in 45 days (90 days death benefit).#
99.70%
100%
100%
100%
92.31%
95.45%
92.86%
100%
100%
100%
100%
100%
100%
98.39%
Number of times our members engaged with us.
77,082
7,600
7,028
7,362
7,210
6,102
4,768
5,497
5,275
5,789
5,492
6,437
7,754
76,314 (total)
Percentage of members who complained about their experience when they engaged with us.#
0.16%
0.12%
0.06%
0.15%
0.32%
0.05%
0.21%
0.05%
0.09%
0.19%
0.11%
0.11%
0.13%
0.13%
Number of complaints escalated to the Australian Financial Complaints Authority (AFCA).#
To see how we compare to our peers go to data.afca.org.au
17
(total)
2
0
0
0
2
2
1
1
3
3
4
2
20 (total)
Number of complaints escalated to the Australian Complaints Authority (AFCA) per 10,000 members.#
To see how we compare to our peers go to data.afca.org.au
2.34
< 1
0
0
0
< 1
< 1
< 1
< 1
< 1
< 1
< 1
< 1
2.88
* All data and reporting provided by the Administrator, Australian Administration Services Pty Limited.
^ The Fund Net Promoter Score (NPS) is based on surveys conducted by Australian Administration Services Pty Limited. The Transactional NPS that BUSSQ measures is a recognised measure of customer experience after a specific transaction. Bain & Co, the creator of the NPS system, assess a score above 50 as excellent.
^^ There were no NPS results available for the month of June 2026. Customer Satisfaction surveys will replace NPS from 1 August 2026.
^^^ The 2025/26 Fin year NPS Score is for the period July 2025 to May 2026 (11 months) due to there being no results available for June 2026.
# All data and reporting provided by BUSSQ internal systems, surveys and reports.
> All data provided by Zurich Australia Limited.
< Industry Average 1 July 2024 to 30 June 2025. Source: Life insurance claims comparison tool - moneysmart.gov.au
† All data sourced from the Australian Financial Complaints Authority (AFCA) Limited. For more information go to afca.org.au
