Frequently asked questions

Your username is usually your member number – or you may have set up your email address as your username.

You can find your member number on:

• Your member statement
• Your welcome letter
• Other letters or emails you have received from us

Member statement

Welcome letter

If you still can’t find your member number,...

If you think your member number or password has become known to someone else, you should immediately change your Member Online password and contact us as soon as possible. For this reason, it’s important to keep information related to your account in a secure location.

Your personalised Member Online dashboard shows you all your account information at a glance, once you have logged in.

The information on your dashboard is personalised based on whether you have a GESB Super, West State Super, Gold State Super or Retirement Income Pension account. You can find information about your...

You can find your account balance at the top left of your personalised dashboard when you first login to Member Online, or on the 'Accounts' page.

This figure is based on the end of day for the previous business day and shows the date at which the balance is current.

You can...

Once you’ve logged in to Member Online, visit the ‘Accounts’ page.

At the top of this page you’ll see a summary of your account and the money that has gone into and out of your account. You’ll also see the investment returns for your account since the start of the financial...

For security reasons, you are not able to change your name in Member Online.

If you need to change your name, please download and complete the 'Change of details' form for...

On your Member Online dashboard, you can find information about your current investment plan, including investment returns and the mix of Growth and Defensive assets. If you have changed investment plans in the current financial year, you can find detailed information about that plan in the investment page. Just select...

Each investment option comes with its own level of ‘likely’ risk and return, so it’s important to make an informed decision. Before you change your option, we recommend you explore the features of each investment option. You might like to try our Investment choice tool if you need help...

Once you’ve logged in to Member Online, visit the ‘Insurance’ page.

You can see your occupation category and details of your cover . You could have the following types of insurance:

• Death (including terminal illness) cover
• Total and Permanent Disablement (TPD) cover
• Salary Continuance Insurance (SCI) cover

For each type of insurance you have, you...

Once you’ve logged in to Member Online, navigate to the ‘Personal details’ section.

You’ll find a section called ‘Communication preferences’ where you can choose whether to receive your statements and other communications by email or mail.

Please note, if you make changes to your communication preferences around 30 June, these will be...

To register to attend one of our webinars, go to our Seminars and webinars page and click ‘Details and register’ for the webinar you want to attend. This will take you to a page where you can register your details.

On the day of the webinar, we’ll send you a...

Once you have registered for a webinar, you will receive an email from GESB Key Account Management to confirm your registration. The email includes a link to join the webinar, as well as links to calendar invitations for added convenience.

Check to see if the URL to access the webinar has been broken or is missing characters. A broken URL may look this this:

http://event.on24.com/event.on24.com/cli ents/help

If this has happened, cut and paste the full URL into the address field of your web browser and press enter.

Make sure all the required registration fields have been filled out and resubmit the form.

Yes. You can access the webinar from any computer by entering your e-mail address in the returning registrant section of the registration page.

If you are behind a firewall, your company may require a user ID and password to access the internet, or you may have to reconfigure your proxy settings. Please check with your network administrator. If you are behind a firewall and you are trying to view a webinar that is...

After you register, a cookie is placed on your computer that lets us know you've already registered. When you return to the site, you will automatically bypass the registration page. If you need to re-register or register a different person, please delete the cookies from your computer and click the

You may see this message because:

• The webinar you are trying to access has not been broadcast
• The webinar may have only been available to watch live
• The webinar you are trying to access has finished and the on-demand version (if applicable) isn’t available yet. Check back 24 hours after the end...

128-bit encryption is required for your operating system and browser.

This is usually because of network congestion, which can cause:

• The sound to work continuously, but the video to freeze
• The program to continually stop and rebuffer
• The player to automatically stop, requiring you to click play again

Please refer to the FAQ The media player automatically stops, or it continually stops...

This is often due to network congestion. You may be:

• Trying to connect to the internet with a slow connection, or over a congested wi-fi or mobile network
• Trying to access a webinar during peak internet traffic hours
• Trying to connect to the internet from a mobile device
• Experiencing heavy traffic on your company...

Make sure you have an up to date browser, that your speakers are connected, and the volume is turned on. You can check this by going to a different website, like YouTube. Make sure your speakers are plugged into the power outlet, turned...

Check that your computer meets the minimum requirements detailed in ‘Minimum system requirements ’.

You can also try clearing your browser’s cache and restarting the event.

Check that your computer meets the minimum requirements detailed in Minimum system requirements.

You can also try clearing your browser’s cache and restarting the event.

This might be due to network congestion. Please refer to the FAQ The media player automatically stops or it continually stops and rebuffers for information on network congestion.

ON24 is a free online software platform, so there is no charge to use it. However, you are responsible for any internet data charges.

As well as live webinars, we also have a range of recorded webinars that you can register for and watch at a time that suits you.

To watch a recorded webinar, head to our Seminars and webinars page and look at the schedule for the webinar you want to watch....

Here are four simple tips to help you make the most of your webinar experience:

• On the day, join the webinar at least 15 minutes before the scheduled start time
• Test your audio settings before the webinar starts. Audio will be delivered using your computer's speaker system. Using a headset with a...

Once you’ve logged into the webinar, you can use the ‘Q&A’ window to ask a question. Type your question into the ‘Enter your question’ area and press submit. You can display or hide the ‘Q&A’ window by clicking the speech bubble icon at the bottom of the screen .