Performance

BUSSQ has a history of strong, long term investment returns.† Learn more about the performance of our different investment options using the interactive tools below.

We’re here for you

The team at BUSSQ are dedicated to helping our members achieve their best retirement outcomes. Our goal is to help your finances to work as hard as you do.

Member service promise

Our commitment to service excellence

We're ready for a chat

We'll listen to you
We'll listen to you
We'll listen to you

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You can lean on us

We'll listen to you
We'll listen to you
We'll listen to you

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We'll sort it

We'll listen to you
We'll listen to you
We'll listen to you

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40 years of excellent service

Returns shown for 1 year and longer are rolling returns reported based on the month end date shown in the table. For financial year performance, please see our Annual Reports.

60 seconds

on average for us to answer our members when they call us

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60 seconds

on average for us to answer our members when they call us

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99.9%

Percent of the time we can resolve your problem through email

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60 seconds

on average for us to answer our members when they call us

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40 years of excellent service

Returns shown for 1 year and longer are rolling returns reported based on the month end date shown in the table. For financial year performance, please see our Annual Reports.

60 seconds

on average for us to answer our members when they call us

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Our Member Service Promise

The Member Service Promise details what, when and the standard to which we’ll deliver our services.

To ensure we remain accountable and focused on our commitment to deliver to these standards, we’ll be publishing our monthly performance below, by the end of each quarter. By introducing this level of transparency, we hope to clearly communicate our promise to you and show how we continue to perform in these areas.

This honest approach will help drive our commitment to continuous improvement in these key areas.

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July
2024

Aug
2024

Sept
2024

Oct
2024

Nov 2024

Dec
2024

Jan
2025

Feb
2025

FYTD

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11th Row Text

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If you call us

You won't wait long to talk to us and our Contact Centre is Australian based.

How many seconds it takes for us to answer our members when they call us (on average).*

114

How happy you are

We want you to feel respected as a fund member and be happy with our quality of service.

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.^

If you email us

You can write to us if you have a question or need some help.

Percentage of the time our team responded and resolved email enquiries from our members in 2 business days or less.*

100%

99.7%

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.

Number of on site visits we’ve made.^#

355

Number of members we met with on site.^#

258

219

297

327

140

170

165

1673

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 throughout the year.

Percentage of the time financial advice appointments are available in 3 weeks or less.^#

100%

Number of financial advice appointments we had with our members.^#

107

104

108

118

108

112

128

866

The percentage of members who received advice and responded to our survey saying they have an increased confidence about retirement.^#

94%

95%

92%

83%

91%

100%

112

86%

90.5%

The percentage of members who attended a retirement seminar and responded to our survey saying it met or exceeded their expectations.^#

97%

100%

97%

98%

No
seminars
held

97%

98%

Accessing your super savings

We‘ll process your request to withdraw your super quickly.

Percentage of withdrawal requests that were paid in 4 business days or less (not including bank processing times).*

99.79%

100%

99.37%

100%

99.90%

Making an insurance claim

We’re here to support you if you need to make an insurance claim.

Percentage of Death insurance claims we approved and paid to our members and their beneficiaries^>(Industry average 98.7% ^<)

100%

Percentage of Total and Permanent Disablement insurance claims we approved and paid to our members and their beneficiaries.^>
‍(Industry average 91.9% ^<)

87.5%

100%

89.47%

66.67%

88.89

88.89%

90.84%

If you have a complaint

We take your concerns and feedback seriously.

Percentage of complaints resolved in 45 days (90 days death benefit) or less.^#

98.3%

100%

98.2%

99.6%

Number of complaints escalated to the Australian Financial Complaints Authority (AFCA).^†

9 ~

Number of complaints escalated to the Australian Financial Complaints Authority (AFCA) per 10,000 members.^†

Less than 1

Less
than 1

All figures rounded to the nearest whole number or decimal place as applicable.

* 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.

# All data and reporting provided by BUSSQ internal systems, surveys and reports.

> All data provided by Zurich Australia Limited.

< Industry Average 1 January 2024 to 31 December 2024. 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

~ To see how we compare, go to afca.org.au

‍

We’re here for you

Member service promise

We're ready for a chat

You can lean on us

We'll sort it

40 years of excellent service

60 seconds

60 seconds

99.9%

60 seconds

40 years of excellent service

60 seconds

Our Member Service Promise

Joining is easy with BUSSQ