How we're building super pathways in regional WA

Forming parternships through reconciliation

The launch of our first Reconciliation Action Plan in 2019 formalised our efforts to engage with Aboriginal and Torres Strait Islander peoples in ways that meet their needs and help improve superannuation outcomes.

As a result, we attended First Nations Foundation’s Big Super Day Out in Broome and Kununurra, which brought together super funds, local and national government services, and regional and community organisations, including FCAWA counsellors.

Our Key Account Manager, Tricia Bailly, attended the events on GESB’s behalf. She came to the realisation that more support was needed to assist regional counsellors and their clients; a significant portion of which were GESB members and Aboriginal and Torres Strait Islander peoples.

“The types of assistance FCAWA counsellors provide to our members include consolidation of super, insurance claims, financial hardship requests and dealing with deceased estates,” she said.

“It became clear that they face unique challenges when making claims or requests, not only because of their remote location and cultural barriers, but because their clients may not have access to computers, email or phones.

“It was also apparent that the counsellors were not aware of the unique untaxed schemes that GESB administers and the impact of State Legislation on outcomes and processes for our members.

Tricia identified an opportunity to partner with FCAWA to assist in escalating and identifying unresolved matters and assisting financial counsellors to support our members and improve outcomes.  In some instances GESB had to consider adapting processes where appropriate.

Helping people in financial hardship

In 2021, GESB attended FCAWA's Kimberley Forum in Broome to join ongoing efforts to address regional community issues for people in financial hardship.

The Kimberley Forum brought together financial counsellors from regional WA, local community Elders and a number of organisations including the Australian Financial Complaints Authority (AFCA) to discuss barriers remote communities face to financial literacy and independence.

Tricia's attendance at the Kimberley Forum provided an opportunity to educate regional counsellors about GESB schemes and superannuation.

"Presenting at the Kimberley Forum was an important step in ensuring improved experiences and outcomes for our vulnerable members," she said.

GESB's partnership with FCAWA also provided the opportunity to ask counsellors about their experiences working with GESB on behalf of their clients. Their feedback may be useful in enabling us to review and adapt our processes to overcome common challenges and obstacles experienced by counsellors, ultimately assisting our members.

"Building and maintaining a strong connection to, and relationships with, regional counsellors who are often advocating on behalf of our most vulnerable members is very rewarding and worthwhile," Tricia said.