Superannuation funds periodically face backlogs of unresolved member incidents — from migrations, mergers, product changes or periods of elevated operational pressure. We bring dedicated specialist teams directly into your operations to triage, investigate and resolve them at pace, to a fixed programme structure, and with full accountability for outcomes.
Unresolved member incidents create regulatory exposure, member dissatisfaction and significant SLA risk. They rarely arrive one at a time — they build during periods of change. The common triggers:
Data and platform migrations surface exceptions, mismatches and member-data errors that need investigation and correction.
Successor fund transfers bring product, insurance and benefit differences that generate member incidents at scale.
Product changes and new obligations create reprocessing, re-rating and correction work across the member base.
Demand spikes and resourcing gaps allow complaint volumes and case queues to build beyond SLA.
Our teams are drawn from superannuation specialists with direct experience in fund administration, insurance, compliance and operations — ensuring rapid onboarding and immediate productivity across six core domains.
A senior Desda Operations Lead owns programme delivery — triage framework, SLA mapping, case categorisation, risk-based prioritisation and clear reporting against KPIs and closure rates.
Death, TPD and income protection specialists handle the full lifecycle — reassessment, policy and business-rule interpretation, insurer management, evidence review, AFCA-aligned fairness assessments, re-rating and member remediation.
Account corrections, balance and unit-price adjustments, transaction reversals, contribution and rollover reconciliation, beneficiary and data corrections, and defined benefit calculation review.
Dedicated complaints specialists take end-to-end ownership of cases, run SLA recovery programmes with daily tracking, and apply root-cause analysis to the systemic drivers of volume.
Regulatory breach assessment and SPS 220 reporting support, population scoping, quality assurance over case outcomes, breach register management, and APRA and ASIC notification support.
Skilled administrators maintain BAU service levels alongside the remediation workstream — generalists, defined benefit administrators, member query support and platform-specific specialists.
A triage framework, SLA mapping and case categorisation stood up before resolution begins.
The highest-impact cases — member harm, regulatory exposure — are addressed first.
Quality assurance over case outcomes before finalisation, owned within the team.
Daily and weekly reporting against KPIs, SLA metrics and closure rates.
A self-contained team sits inside your operation under a senior Operations Lead — so the fund holds one accountable point for progress, quality and outcomes, not a pool of contractors.
Remediation activity carries regulatory obligations (including SPS 220 incident reporting and APRA and ASIC notification requirements). The approach described here is a starting point and should be verified with qualified advisers and legal counsel before being acted on.