GESB is responsible for administering the superannuation benefits for most of Western Australia's Public Sector employees. A seven member Board undertakes this responsibility in accordance with the State Superannuation Act 2000. The Board comprises an independent Chairperson, three member representatives and three employer representatives. The Board is supported by administrative staff employed to provide the highest standard of service to members and employing agencies.

GESB administers the GES Fund which comprises three public sector superannuation schemes.

• Our Aim
• Our Commitment to You
• Putting You First
• Can you help us?
• If you have a suggestion or complaint
• How to contact us?

Our Aim

In all our activities, we focus on the needs of our clients. The services we provide and the way we provide them are all dedicated to fulfilling our focus to be the Fund of Choice for the Public Sector.

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Our Commitment to You

Our dedicated team is committed to providing excellent services to all our clients. We undertake to provide reliable and accurate information in a friendly and efficient way. This includes:

For Our Fund Members

• Personal appointments with our Member Services Officers, at our conveniently located office in Perth. Appointment times can be booked by telephoning our Member Services Centre on 13 43 72.
• A telephone advisory service including the cost of a local call to 13 43 72 for country callers.
• Super Outlook member report sent to your home address twice a year outlining GESB's performance and highlights of the previous financial year.
• Retirement and Investment Seminars, Induction Seminars and Superannuation Seminars for all GESB Fund members. Some seminars can be arranged at your workplace for groups of employees. For more information, visit the seminars page.

For Employers

• Provide you with easy-to-understand information on your superannuation administration responsibilities.
• Provide feedback on the performance of your superannuation administration responsibilities.
• Provide visits at your workplace by GESB's Employer Relationship Managers, who can answer your specific questions and train staff in superannuation administration.
• Send you regular newsletters, providing you with the latest information on superannuation.

Our Staff

• Are fully trained to respond to your needs and to provide the high standard of service you expect from us.
• Receive ongoing training and are part of our program of continuous improvement.

Investment Managers

• A specialist team at GESB manages your super money with professional advisers and fund management companies both in Australia and around the world.

Website

• All newsletters, information brochures and forms are available on our website.

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Putting You First

As an organisation committed to our clients, we regularly survey our clients to ensure we are meeting your needs and expectations. We aim to:

Telephone Enquiries

Answer 95 percent of phone calls within 60 seconds and, if necessary, transfer your call directly to an officer who can assist you with your enquiry.

• If all available staff are busy, we will return phone call messages received in the morning by that afternoon, or if received in the afternoon by the following morning.
• Give you immediate information about your superannuation entitlements over the phone. Or if you are a member of the Pension Scheme, simply book an appointment on (08) 9263 4111 or write to us with your enquiry.

Personal Interviews

• See you within five minutes of the scheduled time of your pre-booked interview.
• Clearly identify our client contact staff by wearing name badges.

Written Enquiries

• Provide written answers to letters within ten working days of their receipt. If there is to be a delay in answering, we will let you know promptly when we expect to fully answer your enquiry.
• Answer 85 percent of emails within 48 hours.
• With prior notice, provide superannuation information in languages other than English.
• We can also provide Braille or audio for vision impaired members.

Your Privacy

• We will handle private information about our members responsibly.
• We ensure that members are confident that we respect their personal information and privacy.

Benefit Payments

• Provide payment of your Gold State Super Scheme, West State Super or GESB Super scheme benefit.  80% of payments made in 10 days, 95% of payments made in 15 days and 99% of payments made in 20 days from the date we have received the necessary documentation.
• Commence pension payments on the first full pay period after retirement for members of the Pension Scheme, where we have received the necessary documentation one week prior to your retirement date.

Disability Benefit Claims

• Provide members with the opportunity to submit further medical evidence in those instances where it is likely our medical consultant does not recommend a maximum benefit payable.
• Advise members within five working days from the time our decision is made on their disability benefit claim.
• Treat all personal information with the strictest confidence and in a sensitive and efficient manner.

For members with special needs

GESB ensures members have a range of alternative means for receiving information about their superannuation, including publications, email, internet, telephone, seminars and face to face communication, so that members can opt for a method of communication that best suit their needs.

• Access to member account information is provided through our secure Member Online service 24 hours a day. Members can access account balances, update contact details, check transaction history and view member statements.
• Our six-monthly Member Statements and Member Reports are converted into a suitable format for vision impaired members.
• GESB's offices are located in Central Park in the city which has facilities for members who require lift or wheelchair access.

If you have a particular requirement, please contact our Member Services Centre on 13 43 72 or submit a contact us form online and we will endeavour to tailor services to meet your needs.

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Can You Help Us?

• If you are contacting our Member Services Centre for information, please have your membership number ready. This will assist us to locate your record quickly.
• Detailed superannuation information can best be explained at a personal interview. Pre-booked interviews will enable you to get the information you want quickly and accurately.
• Please advise us if you change your home address, as we send essential information to this address.

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If you have a suggestion or a complaint

We strive to continually improve the service we provide to you. If there are things you believe we have done well, could do better, or for any reason you were not happy with some aspects of your dealings with GESB, we want to know. You can do this by:

• Writing directly to our Manager, Member Services, GESB, PO Box J755 Perth WA 6842; or
• Telephone our Manager, Member Services, on 08 9263 4111.

We undertake to confidentially investigate any complaint and either provide you with a response or a progress report, within ten working days of the complaint being lodged.

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How to Contact Us

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