Service commitment time frames
We provide a premium service to APRA super funds and their administrators for their enquiries to us via the preferred Super Enquiry ServiceOpens in a new window (SES).
Accessing and using the Super enquiry service provides details on:
- how to register and access the service
- how to lodge, manage and follow up your requests including how to provide additional information when requested
- additional help functions.
The following service commitments are applicable when we can action your cases within specified timeframes otherwise we will contact you with an updated delivery timeframe.
ATO services
1 day service commitment for:
- outages or performance issues with ATO services.
Complaints and hardship
3 days service commitment for:
- complaint cases before the Superannuation Complaints Tribunal and Australian Financial Complaints Authority (AFCA)
- complaints raised by the Fund Trustee or Administrator
- Early Release Superannuation Benefits (ERSB) or Compassionate Release of Superannuation.
- Unclaimed Super Money (USM)-Complaint.
Data messages
2 days service commitment for SMSF verification service – manual request.
5 days service commitment for:
- government contributions or rollovers
- EFT payments without supporting correspondence and or data messages
- Small Business Super Clearing House (SBSCH) data messages and payments. Note: this service will be closed from 1 July 2026.
Member issues
5 days service commitment for:
- Division 293
- Excess Concessional Contributions (ECC) and Excess Non-Concessional Contributions (ENCC) notices
- First Home Super Saver (FHSS)
- Downsizer
- Provision of Details Service (PODS)
- Member Account Attribute Services (MAAS), Member Account Transaction Services (MATS) and Member contribution statement (MCS) amendments, for example contributions, account status, attributes (including lost) and balances
- Departing Australia superannuation payment (DASP)
- Payment Variation Advice (PVA) or error response messages
- Release Authority Statements (RAS)
- SuperMatch, SuperTICK, and tax file number (TFN) matching
- temporary resident notification or incorrect payments
- superannuation surcharge obligations
- Total superannuation balance (TSB), Transfer balance cap (TBC) and Excess transfer balance (ETB) data and reporting
- TFN mismatches or MAAS 96604 errors.
Successor fund transfers and change of administrator
10 days service commitment for:
- Successor Fund Transfer
- wind-up of an APRA fund
- involuntary superannuation account transfer
- change of fund administrator.
Fund enquiries
10 days service commitment for:
- MAAS, MATS, Lost members register (LMR) and Unclaimed Super money (USM) lodgment extension or deferral requests
- USM reporting lodgment and adjustment
- General interest charge (GIC) explanation and remission
- requests for statements of account
- USM – Deceased Binding death benefit nomination Response
- USM – GIC Remissions
- USM – Member
- USM – Non SuperStream lodgment
- USM – Refund request follow up.
28 days service commitment for:
- voluntary disclosures
- USM – Adjustments
- USM – Reconciliation
- USM – Suspended payments
- USM – Other.
All other enquiries
10 days service commitment.
Mutual expectations
To ensure efficient resolution of issues we have consulted with industry partners and have established mutual expectations.
Industry partners
Industry partners have agreed:
- to not escalate issues unless they have first made use of existing self-help tools including
- for Successor and intra fund transfer reporting to
- allow sufficient time for ATO correspondence (paper and electronic) delivery
- allow sufficient resolution time, as outlined in the service commitments
- to ensure they have used the correct request type in Super Enquiry Service and have provided us with all the requested information to help us action the request.
Please note that to transfer bulk data funds should use Sigbox.
ATO
We have agreed to:
- action cases within agreed timeframes or provide an update on a delivery timeframe
- support industry in resolving Superannuation Complaints Tribunal, Australian Financial Complaints Authority and Trustee complaint cases within 3 days
- be mindful of issues and prioritise workflow accordingly (for example, prioritise extension of time to lodge requests when late system issues impact stakeholder ability to comply with a lodgment date requirement)
- use opportunities to personalise interactions and add value in the resolution of difficult or complex issues
- provide regular updates on achievement against service commitments.
Mutual agreements
Together we agree to review the effectiveness of this process through the Superannuation Administration Group (SAG) taking into account:
- stakeholder feedback to improve the overall experience
- changes delivered by the transition of ATO services to SBR2, SuperStream implementation, MAAS and MATS.
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