Coronavirus: your questions answered

30 March 2020

During these uncertain times we are receiving more enquiries than usual, so we might not be able to respond to you as quickly as we’d like to. Here is some useful information including Government announcements, investment switching, accessing your super and links to forms to help answer some questions you may have about your super or retirement.

Coronavirus support

Government announced coronavirus support through super

Find out more

The Commonwealth Government has announced temporary measures allowing members affected by the coronavirus to access up to $10,000 of their super each year for both 2019/20 and 2020/21. It has also reduced minimum drawdown requirements for Retirement Income accounts by 50%. Legislation was passed for both of these measures on 24 March 2020.

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Coronavirus and the impact on your super

Learn more

With the outbreak of the coronavirus and the drop in share markets, many people are feeling concerned about their financial futures - including their super. While these events can be stressful, it’s important to remember that super is a long-term investment.

Read the latest update on how we’re managing your super investment in this environment.

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Investing in uncertain times

Learn more

Whether you're an experienced investor or just starting to learn more, a downturn in the market can be stressful. The good news is that history has generally shown that these downturns come and go and markets generally rebound over time.

Read our article for tips on how to stay focused on your long-term objectives during a downturn.

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Changing your investment plan

Download form

Before changing your investment plan, please read our article on investing in uncertain times to help you make an informed decision.

If you still want to switch your investment plan, the quickest way to do this is by using Member Online. You can also download and complete the relevant form for your account.

Generally, we will process your investment switch within two to three business days after we receive your request. Please note the unit price on the effective date of your investment switch will be applied to the transaction. This may be different to the unit price displayed on the website today.

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When your investment switch will take effect

Log into Member Online

Once we've received your investment switch request, it will generally be processed within two to three business days. Please note the unit price on the effective date of your investment switch will be applied to the transaction. This may be different to the unit price displayed on the website today.

After we've processed your investment plan changes, you'll see the details in Member Online, usually within five business days of the switch. Simply log into Member Online, go to the 'Accounts & transactions' page, and select 'Transaction history' to view your investment switch information.

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Accessing your super

Download form

If you’re a member of GESB Super, West State Super or Gold State Super, here’s where you can learn more about:

If you’re one of our Retirement Income members, here’s how you can:

You can also download and complete the relevant Benefit access form to make a lump sum withdrawal from your account. We aim to process your request within 10 working days of receiving your form and all necessary information for GESB Super, West State Super and Retirement Income Pension payments, and within 20 working days for Gold State Super payments. However, there are circumstances where it may take us longer to process.

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Update your details

Download form

If you want to update your contact details, the quickest way to do this is by using Member Online. Simply log in, go to the ‘Personal details’ page and then click the ‘update’ link in the relevant section. Once you’ve changed the relevant details, click the ‘Continue’ button and your details will be updated immediately.

You can also download and complete the relevant form and return it to us. We aim to process your request within 10 working days of receiving your form and all necessary information. However, there are circumstances where it may take us longer.

If you need help, see our How to change your details page. You can also call us on 13 43 72 between 7.30am and 5.30pm (AWST), Monday to Friday.

Please be aware that due to higher than usual demand, there may be a delay before we can respond to you.

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Check you account balance

Member Online help guide

To check your current account balance, simply log into Member Online using your member number and password to log in. You can find your member number on your member statement or on any correspondence you’ve received from us.

If you’ve forgotten your Member Online password, click the 'Forgotten your password' link on the login page to reset it. Once you’ve logged into Member Online, you’ll see your account balance displayed on the dashboard.

If you need help, please see our Member Online help guide or call us on 13 43 72 between 7.30am and 5.30pm (AWST), Monday to Friday.

Please be aware that due to higher than usual demand, there may be a delay before we can respond to you.

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Help with Member Online

Member Online help guide

In our Member Online help guide, you’ll find answers to common questions about using Member Online, as well as a range of useful guides, such as:

If you can’t find what you’re looking for in our Member Online help guide, please call us between 7.30am and 5.30pm (AWST), Monday to Friday.

Please be aware that due to higher than usual demand, there may be a delay before we can respond to you.

Page last updated 01 April 2020