Reporting, lodgment, validation systems and enquiry services
We provide systems and services to allow funds to meet their reporting requirements, monitor systems issues and enquire with us for issues that they need further assistance with.
APRA-regulated funds must be able to send and receive electronic messages and payments using the SuperStream standard.
These SuperStream validation services are provided for validating information:
- EmployerTICK user guide
- SuperTICK
- SuperMatch
- Fund Validation Service user guide (FVS)
- SMSF verification service for rollovers SVS
- SMSF member TICK
Other systems available for use are:
- Member account attribute service (MAAS) which is used to:
- advise us of account phases and attributes in relation to opened, updated and closed accounts
- obtain certain information held by us in relation to an individual and their superannuation account.
- Member account transaction service (MATS) which is used to notify us:
- of an individual’s superannuation account transactions
- to cancel a transaction previously reported through the Submit interaction.
For issues that you may need further assistance with use Accessing and using the Super enquiry service to find out what we can assist with and how to lodge an enquiry.
Checklist for systems issues
We recommend using Firefox or Google Chrome browsers when accessing any of our online services.
If you are having trouble accessing our systems, please check the following before contacting us:
- within the systems make use of the individual system Help functions.
- use the following self-help tools
- ATO superannuation dashboard provides system status availability and performance, including planned maintenance information for super services for large funds
- System maintenance for information about planned systems maintenance windows for major ATO systems and how to be alerted
- API system maintenanceExternal Link for SBR outages
- System maintenance | myGovIDExternal Link including issues with myGovID app
- System maintenance | Relationship Authorisation ManagerExternal Link
- check common operational queries.
How to contact us and what to include in your enquiry
In all requests please include:
- the subject matter
- all relevant background on the issue, including any records such as emails and other forms of contact you have had with us on the issue.
Digital service provider enquiries
For enquiries relating to the development of tax and super software, raise a request via Online services for DSPsExternal Link.
Law interpretation enquiries
For advice on the application of the law to a specific individual or group of taxpayers or clients contact Super CRT using the Super Enquiry ServiceExternal Link and select ‘Other’.
SuperStream enquiries
Email SuperStreamStandards@ato.gov.au for data and payment standard enquiries, including technical queries on SuperStream design, implementation and onboarding.
For enabling services – SuperMatch and fund validation service enquiries, email SPREnablingServices@ato.gov.au.
Operational enquiries
For queries that you can't resolve or if you aren't sure where to direct an enquiry, lodge a request by Accessing and using the Super enquiry service .
Contact Super CRT using the Super Enquiry ServiceExternal Link (Google Chrome or Mozilla Firefox are recommended).
ATO service commitment for APRA fund enquiries advises the timeframes operational queries are to be actioned.
Common operational queries
Received a payment but not a rollover message
In most cases, funds should receive the payments or messages (or both) on the same day. If a fund doesn't receive a corresponding message on the same day:
- where there is a technical issue and a message couldn't be sent, we'll contact the fund to advise
- if there's a delay with a corresponding message, all attempts will be made to get the message to the fund within 7 business days of the date on which the fund received the payment.
Funds should follow up by lodging a request using the Super enquiry serviceExternal Link about the delayed message if they haven't heard from us after more than 7 business days after receiving a payment. Any enquiries before that time will receive a response that the matter is still under investigation.
Payments from us might also relate to income tax, integrated client account or other accounts. So we encourage you, or an authorised contact or tax professional, to check the details of the payment in Online services for business before making an enquiry using the Super enquiry serviceExternal Link.
No outcome response following a rollover or contribution lodgment
The course of action depends on whether the fund’s gateway got a technical receipt after lodgment:
- if a technical receipt wasn't received, the gateway provider should resend the message
- if a technical receipt was received, lodge a request using the Super enquiry serviceExternal Link with details of the technical receipt.
No super contribution showing on myGov
The fund should check:
- the amounts reported for the member in Online services for business
- if the contribution isn't in Online services for business, check with their gateway that the necessary technical receipts and business responses (where relevant) have been received.
If these haven't been received, their gateway should follow-up by raising a request via Online services for DSPsExternal Link.
If everything appears correct in Online services for business and at the fund’s gateway, the fund should lodge a request using the Super enquiry serviceExternal Link.