NGS upgrade hub

• Your super remains secure and invested – your super account remains safe, and our experienced investment team will continue to invest your super, as they always do, to deliver investment returns to help your super grow. While you won’t be able to change your investment options during the limited service period, we’re here to support you – call our Helpline at 1300 133 177 or book a chat with our Super Specialists if you have any questions or concerns. 

• Your income payments – any scheduled income or pension payments due during the limited service period will be paid in advance. If you have urgent cash needs during the transition, please don’t hesitate to contact us.  

• Consider actioning your requests now – to avoid potential delays during the limited service period, we encourage you to complete any account updates or transactions before 5pm AEST 23 October. For example, if you anticipate needing a cash payment, consider requesting it now to ensure your funds are available when needed. 

• Services will be temporarily impacted – from 5pm AEST 23 October to 5pm AEST late November, new requests for account changes and transactions will not be processed during this time. We’ll queue requests received during this time and recommence processing after 23 November. 

• Delays in processing – for a short period after 23 November, there will be delays in processing transactions until we have worked through backlogs.   

• Critical needs will be supported – we’ll continue to prioritise and process urgent requests such as financial hardship payments, insurance claims or immediate access to urgent funds. If you need help, please call us on 1300 133 177. 

• Member contributions can still be made – NGS will continue to receive member contributions during the transition. Contributions made via BPAY between 5pm AEST 28 October to the end of 23 November and via cheque between 5pm AEST 23 October and 12pm AEST 23 November will be processed after 23 November.

• Employer contributions can also still be made – NGS will also continue to receive employer contributions made between 5pm AEST 24 October and the end of 23 November, with processing to resume after 23 November.

• Member Online access will be impacted temporarily – from 5pm AEST 23 to 5pm AEST 31 October, it will be read-only. During this time, you will be able to log in and view your account details and balance, but no changes can be made. Transactions during this period will also not be reflected in your balance, except for member contributions made via BPAY before 5pm AEST 28 October or cheque before 5pm AEST 23 October, and employer contributions made before 5pm AEST 24 October. From 1 November, it will be unavailable until the upgrade is complete at late November.

• Insurance claims and insurance payments – TAL will continue to process new and active insurance claims. If you are currently receiving income protection payments, these will also continue as usual.

• You can still contact us – our Helpline, which you can continue to call on 1300 133 177, will be available to answer your questions and help you. We are adding more staff to our Helpline to support members. 

• Our Super Specialists – will continue to be available to help you, book a chat.

• Employer contributions can still be made – via QuickSuper during the limited service period. Contributions made between 5pm AEST 24 October and the end of 23 November will be received by NGS, with processing to commence after 23 November. From 30 November, regular processing of contributions will resume.

• Ongoing support remains available – your Super Specialist will remain your point of contact, and our Helpline will be fully operational, with increased staffing numbers to support you and your staff.

• No changes to your regular support – face-to-face and phone-based guidance will continue during the transition.

We're upgrading our administration services to give you a more personalised, reliable and efficient service in the future.

Once the upgrade is complete, this will enable us to provide you with better digital tools, easier access, and a more personalised experience when managing your super. This transition is just the start, as we are committed to continuously enhancing the services we provide members.

You’ll receive key communications from NGS before and after the upgrade, including a Significant Event Notice, your annual statement, and regular updates by email or post. For the most up-to-date information, visit the NGS Upgrade Hub – this will be your central source for all updates. 

From 5pm AEST 23 October to 5pm 31 October, Member Online will be available in read-only mode. You will still be able to log in and view your account details and balance, but no changes can be made during this time.

From 1 November until late November, Member Online will be temporarily unavailable as we complete the upgrade.

A new and improved Member Online experience will be launched late November – designed to be more intuitive, personalised and easier to use. We will let you know when it’s available and how to register.

It runs from 23 October to late November. From 5pm AEST 23 October to 5pm the end of 23 November, most account changes and transactions (noting different timings for contributions) will not be processed. To avoid potential delays during the limited service period, we encourage you to complete any account updates or transactions before 5pm AEST 23 October.

We’ll continue to prioritise and process urgent requests such as financial hardship payments, insurance claims or immediate access to urgent funds. If you need help, please call us on 1300 133 177.

Yes. Our Helpline will stay open and we’re adding extra staff to help. Our Super Specialists will remain available and you can book in a chat. 

You will receive communications from us, and we’ll also post timely updates on the NGS Upgrade Hub. 

No, the number will stay the same. 

For most members, you can still contribute via BPAY with your existing BPAY details. For our Defined Benefit members, the BPAY details will change – we will share the new details with you and when you will need to start using this. Contributions you make via BPAY between 5pm AEST 28 October and the end of 23 November will be received by NGS, and processed after 23 November. 

Yes, you can still make contributions via cheque or consolidate other accounts during the upgrade. Member contributions made via cheque between 5pm AEST 23 October to the end of 23 November will be received by NGS and processed after 23 November. 

Yes. If you’re due to receive an income or pension payment during the limited service period, it will be paid in advance to minimise disruption. 

Yes. If your income/TTR account payment is scheduled during the limited service period, it will be paid in advance to minimise disruption. 

Your super balance will continue to be managed by our experienced investment team, and this upgrade will not affect the performance of your investment option(s). While you won’t be able to change your investment options during the limited service period, we’re here to support you – call our Helpline at 1300 133 177 or book a chat with our Super Specialists if you have any questions or concerns. 

No, you won’t be able to update beneficiaries between 5pm AEST 23 October and the end of 23 November. Please submit your request before 5pm AEST 23 October.

You can submit it, but it won’t be processed between 5pm AEST 23 October and the end of 23 November. We’ll queue requests received during this time and recommence processing after 23 November. We recommend sending it in before 5pm AEST 23 October.

Please submit your request before 5pm AEST 23 October. You won’t be able to switch investment options between 5pm AEST 23 October and the end of 23 November. We’ll queue requests received during this time and recommence processing after 23 November.

Yes, it will stay valid and binding throughout the upgrade, and will be carried over to the new administration services.

To avoid delays, we recommend you submit your request as soon as possible before 5pm AEST 23 October. Applications for Income/TTR accounts won’t be processed between 5pm AEST 23 October and the end of 23 November. Processing will resume after this period.

You can still lodge a claim by contacting our Helpline – we’ll help you get started.

Yes, active claims will continue to be assessed during the upgrade, and TAL will remain our insurer with no changes to how claims are handled.

No, your insurance stays in place and claims will still be processed.

Yes, insurance payments will continue as usual.

Yes, approved Family Law splits will continue to be honoured.