Energy Super's Action & Response to COVID-19

Energy Super’s actions in response to the COVID-19 pandemic

We understand how important superannuation and insurance is to all Australian’s and that’s why Energy Super is acting to ensure continuity of services and support to our Members in the wake of the global COVID-19 situation.

We know that if we are unable to support our people and our Members with their financial needs, there will be increased stress and the economy will be weaker.

As the superannuation industry falls under essential services in Australia, we will do all that we can to support our Members during these challenging times, including taking action on any new or emerging Federal Government directions in relation to superannuation accounts, such as the recently announced financial hardship measures and reduced Minimum pension payments.

With the impact of the coronavirus pandemic being felt across the country, Energy Super is working to continue to provide all essential services to its Members even if the way we communicate with you may be a bit different and our response times may take a little longer.

At the same time, we are taking precautions to protect both employees and Members from infection.

It is important Energy Super adopts all reasonable measures to help employees and Members get through this unprecedented event. So, be rest assured that we are doing our best and extending all support possible in the most practical and safe way we can.

Energy Super has put in place the following measures, effective immediately:

-     Energy Super’s head office staff are working with reduced staff and on a rotational basis, as a part of the business continuity plan.

-     Our workplace has been re-configured to comply with Government health guidelines.

-     Any employee who does not need or want to attend the office may work from home.

-     We are communicating with our Members using technology such as Zoom, Skype, SMS and Webinars.

-     Regular updates will be posted to our website for Members to review.

We are appealing to Members to not visit our office unless it’s an absolute necessity and you have pre-agreed the visit with us.

Some tips on how to provide your instructions to us without meeting in person:

  1. Go online to switch, change your details or pension payments.
  2. Take a photo of your paperwork with your phone and email to us.
  3. Call our contact centre.

Many of our essential services are available online or through our contact centre.

Our contact centre remains open, however with higher call volumes and fewer people answering calls — due to our need to properly maintain social distancing — there may be longer than expected waiting times —and some matters may take longer to resolve than we are used to. Please feel free to leave a voice message as we have support teams for the contact centre who will call you back.

If your call is not urgent or time critical, please try our website for the information you are seeking. More information for Members in relation to the COVID-19, and the response and what that means for Members can be found on the website.

We are also undertaking webinars for our Members online on important topics related to superannuation. We converted one of our recent seminars to a webinar, which was well attended with excellent participation from Members. These webinars will continue in place of our seminars so please check your emails and website for the upcoming sessions.

Our absolute priority through this situation continues to be the health and wellbeing of our Members and employees.

We continue to adapt to the situation while working closely with regulators and the government. Our focus remains on acting in the best interest of our Members, through supporting them, ensuring the wellbeing of our people and playing our part in the national response to this issue.

This article was prepared in March 2020 by Electricity Supply Industry Superannuation (Qld) Ltd (ABN 30 069 634 439) (AFSL 336567), the Trustee and Issuer of Energy Super (ABN 33 761 363 685), and may contain general financial advice which does not take into account your personal objectives, situations or needs. Before making a decision about Energy Super consider your financial requirements and read the Product Disclosure Statement, available at or by calling 1300 436 374.

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