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Important information: We’re changing administrators

During the past financial year Prime Super undertook an external market review of the administration function of the Fund, and made the important decision to change administrators. We have appointed Russell Employee Benefits Pty Ltd (“Russell”) as administrator to the Fund effective 1 January  2012.

Russell is part of Russell Investments, an independent, global financial services firm that provides strategic advice, investment solutions and implementation services to institutional investors, financial advisors and individuals.

Our move to Russell from our existing administrator, Pillar Administration, will allow us to further strengthen our member and employer services, and introduce some exciting new features.

These new features include intra-fund financial planning for members wanting to discuss investment and contribution strategies or insurance options; and a more comprehensive member education program.

What’s an Administrator?

Most super funds outsource the administration of member accounts to an administration company, to access greater scale, improve efficiencies and help keep costs down. At Prime Super, our administrator handles all of the day-to-day operations of the Fund including receiving and opening mail, running the call centre, administering and processing contributions and benefits, hosting our secure online services and administering components of our insurance claims.

We work closely with our administrator on a daily basis and have agreed service standards to ensure that our members and employers receive the best possible customer service.

Why the change?

We feel that the additional services and technological edge offered by Russell is vital in assisting us to continue to provide our members with innovative products and improved services at a competitive  price.

What does this mean for you?

Members

The change in administrator will not affect your Prime Super account however we expect the service you receive through Russell will be more responsive.

If you are registered for online services, you may notice a change to our site’s look and feel. There also may be a period during the transition where your account information may not be available to view online. If this happens, it will only be for a brief time and we will be sure to advise you well in advance of any disruption.

Moving forward, there are a number of exciting new initiatives that we’ll be able to implement once the transition is complete and we look forward to introducing these to you during 2012.

Employers

As with members, the change in administrator should improve the service you receive from us. We are working towards a smooth transition from Pillar to Russell and there will be very little, if any, disruption for employers. If there is to be a service or processing black-out period, we will advise you of the date and the length of the ‘black- out’ period well in advance.

If you pay your Superannuation Guarantee (SG) contributions online it is likely you’ll notice some minor changes to the look and feel of the secure site but all else will remain as it was - that is, our phone number, web address, and email address will all remain the same.

Questions or concerns?

If you’ve got any questions or concerns about the transition, please contact your Regional Manager or our customer service centre on 1800 675 839.