we're making important changes

• The limited services period will begin from Saturday 12 April (with some transactions stopping from Friday 11 April 5pm AET). 
• The change in administrator will take effect from Saturday 19 April. 
• You’ll be able to see and make changes to your account when our services start returning from Monday 2 June. 
• Following the limited services period, processing times for some transactions may take longer than usual while we process outstanding requests.

Having the right partner to manage our member services enables us to support you whenever and wherever you need us.

• HESTA has chosen to move our member services to GROW Super Ops Pty Ltd (GROW Inc). 
• GROW will help us continue to deliver the service and value our members expect. 
• As technology changes and brings new solutions, we want to offer services and support that grow with you. 
• You’ve let us know this should include more real-time updates and personalised services to make managing your super easier.

• While we move HESTA member services across to GROW Inc., some of our normal services will be temporarily unavailable. This is what we mean by ‘limited services period.’ 
• This is because it takes time to move all our members across to the new provider, and we need to do this carefully. 
• From Saturday 12 April, we’ll stop processing requests for some transactions until the transition is complete. 
• From Friday 18 April, access to your online account and the HESTA App will be temporarily unavailable. 
• Services will begin returning to normal from Monday 2 June. 
• Following the limited services period, processing times for some transactions may take longer than usual while we process outstanding requests. 
• We know a change like this can make things harder for a while, and we’re sorry for any inconvenience it might cause you. We’re working hard to make the transition as smooth as possible. 
• We’re committed to keeping any downtime to a minimum. 
• If you can, plan to make any changes to your account by Monday 31 March 2025. 
• We’re here if you need extra support with making changes. 
• We’ll keep you updated here as our services are transitioned.

• It takes time to move all our members across to the new provider, and we need to do this carefully. 
• We know a change like this can make things harder for a while, and we’re sorry for any inconvenience it might cause you. We’re working hard to make the transition as smooth as possible and we’re committed to keeping any downtime to a minimum. 
• If you can, plan to make any changes to your account by Monday 31 March 2025. 
• We’re here if you need extra support with making changes. 
• We’ll keep you updated here as our services are transitioned.

• Bringing all our members together takes time and needs to be done very carefully. 
• Your super and your data need to be protected at every step, so we need to check all details as we transition them. 
• We work hard to keep your super and personal information safe. Nothing is more important to us as the Trustee of your super account. 
• We know a change like this can make things harder for a while, and we’re really sorry for any inconvenience it might cause you. We’re working hard to make the transition as smooth as possible. 
• After the transition, you can look forward to more real-time updates and personalised services that will make your super easier to manage.

• You’ll be able to log into your online account and the HESTA App and see your details until Friday 18 April. 
• From Friday 18 April to Sunday 1 June, you won’t be able to log in. 
• We’ll start bringing services back online from Monday 2 June 2025.
• We’ll update the online account login page as soon as you’re able to log back in.

• From Saturday 12 April, some online account transactions won’t be available (including online withdrawals). 
• Read the significant event notice to see the full list of what will and won’t be available until Friday 18 April.

• In exceptional cases during the limited services period, the Trustee will consider making urgent benefit payments of up to 80 per cent of the member’s (last known) account balance. For example, members who qualify for a benefit payment under compassionate grounds, financial hardship or terminal illness. 
• Payments can only be made if a delay in payment would result in hardship to the member or their beneficiaries. 
• Any remaining balance will be paid as soon as possible after the limited services period. 
• Payments are also subject to satisfying the normal conditions of release for accessing your super.

• Investment switching is available for requests received (either online or via form) up to Tuesday 15 April 4pm AET, then available via form only. 
• From Friday 18 April, it’s available via the Investment choice application form only. If you want to request an investment switch during the limited services period, contact us for a copy of the form. 
• Any investment switch requests received during this time will be processed after the limited services period, with an effective date of the date received.

• If you can, make any changes by Monday 31 March 2025. 
• The quickest and easiest way to do that is via your online account. Log in at hesta.com.au/login. 
• We’ll start bringing services back online from Monday 2 June 2025.

• Currently, administration and insurance fees are calculated on the number of Fridays in each calendar month and deducted on the last Friday of the month. 
• From Saturday 19 April, these fees will be calculated daily and deducted monthly. 
• Both fees will be deducted from your account two business days after the end of each calendar month. 
• There is no change to either the actual administration fee total nor the insurance fee, only to the method by which they’re calculated.
• The first fee deduction following the limited services period will be for the month of April. 
• It will include an additional amount for the period Saturday 29 to Monday 31 March. 
• This deduction is planned to be processed in mid-late May. 
• The normal fee deduction process is planned to return to normal from the month of May deduction.

When Default Cover will start automatically (not applicable to HESTA Personal Super members)

• Default Cover will start automatically when you meet all the following criteria, unless you’ve previously told us you don’t want this cover or you have chosen to start your cover early: 
  • you’re aged 25 or over; and 
  • your account balance has reached $6,000 or more since joining; and 
  • your account has received an employer Superannuation Guarantee (SG) contribution within the last 120 days. (Currently, any type of contribution or rollover can start Default Cover, subject to the terms of the relevant insurance policy). If an employer SG contribution was not received in the last 120 days, then Default Cover starts when the next SG contribution is received in your account. 
• Your cover will have a New Events Cover restriction until you’ve completed 30 consecutive days of Active Employment. 

Choosing Default Cover when you join HESTA (not applicable to HESTA Personal Super members) 

• If you choose to receive Default Cover within 90 days of joining HESTA and before it starts automatically, cover will start from the later of: 
  • when we receive your request, if you have money in your account, and 
  • when an employer SG contribution is applied to your account. 

Currently, any type of contribution or rollover can start Default Cover, subject to the terms of the relevant insurance policy.

When cover will reinstate through HESTA

• If your account receives a personal contribution or employer SG contribution or rollover within 60 days after your cover stopped due to your account being inactive, or because it didn’t have enough money to pay the insurance fees, the same amount and type of cover you had in your account before it stopped will reinstate from the date the contribution or rollover is received in your account. Currently, cover can’t be reinstated. 
• You won’t be covered for the period from the date after cover stopped until the date your cover reinstates. 
• Reinstated cover will have the same terms, conditions, occupation category and any loadings or exclusions (if applicable) that applied to the cover before it was switched off. 
• Your reinstated cover may change if you have a birthday in the period from the date your cover stops to the day your cover is reinstated. 

When Default Cover will restart through HESTA 

• If your cover has stopped for more than 60 days because your account became inactive, or did not have enough money to pay your insurance fees, Default Cover will restart with HESTA on the day an employer SG contribution is received in your account. Currently, any contribution can restart cover and New Events Cover restrictions are removed from restarted cover after 24 months. 
• Restarted cover will have a New Events Cover restriction, until you’ve completed 30 consecutive days of Active Employment. The cover you’ll receive will be Default Cover, which is two units of Income Protection Cover and two units of Death Cover in the general occupation category. 
• Currently, insured members with restarted cover that have a New Events Cover restriction will have that restriction removed on the earlier of i) the date the New Events Cover expires according to the terms as they applied before Saturday 19 April 2025, and ii) the date an employer SG contribution is received in your account, and you are in active employment for 30 consecutive days thereafter. 

When cover ends because there isn’t enough money in your account to pay the insurance fees 

• If you don’t have enough money in your account to pay the full insurance fee due for the month, your cover will stop at the end of the following month (we call this intervening period the ‘grace period’), if there is still not enough money in your account to cover insurance fees. Currently, cover stops at the end of the month in which your account does not have enough money to pay insurance fees. 
• If you’re eligible for an insurance benefit because of an illness or injury that occurs in the grace period, any outstanding insurance fees will be deducted from your benefit before it’s paid to you. 

Terminal illness benefits 

• Members who have Death Cover may be eligible for a terminal illness benefit. 
• If Death Cover reduces or stops during the period between receiving each of the required certification of terminal illness from two medical practitioners, the member will be deemed to be terminally ill from the date of the first certification, as long as the later certification is received within 90 days of the first certification. 
• Currently, the value of Death Cover is determined based on the later certification date. Using the earlier certification date will ensure, where relevant, members will receive the higher value of Death Cover when the terminal illness claim is paid.

Read more about insurance changes in the significant event notice.

• If you have insurance in your account, you pay the net insurance fee, which is up to 15% less than the gross fee. 
• This is because HESTA can claim a tax deduction for the cost of providing insurance, which we pass on to insured members as a reduction in the contributions tax payable. This saving has been in place for several years. 
• The way this is shown in your account will change from Saturday 19 April. 
• You’ll receive the tax saving HESTA claims on insurance fees as a separate transaction, credited to your account when the insurance fee is deducted. 
• There is no change to the actual amount calculated, only to the method used to calculate it and in future you will be able to see the amount in your account.

• If you currently use direct debit, we’ll continue to accept your contributions (except for any direct debit payment due in April and May 2025, which won’t be processed). 
• After Friday 11 April, you won’t be able to change your direct debit amount or frequency – to change your contribution amount or frequency, you’ll need to switch to BPAY^® instead. 
• If you want to change your contribution amount or frequency, make those changes by Monday 31 March to be sure your request is processed ahead of our limited services period. 
• After Thursday 17 April, new direct debit requests will no longer be available for personal contributions. Instead, you can use BPAY. 
• We’ve chosen BPAY as a quick and secure option for making extra contributions to your super. 
• You’ll find your BPAY details in your online account.

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• We can receive contributions up to Monday 14 April 5pm AET, and these will be allocated to your account as normal. 
• From Friday 18 April-Sunday 1 June, contributions received during this time will be processed after the limited services period, but with an effective date based on the date received. 
• Contributions will appear in your online account after they’re processed.

• EFT (bank transfer) requests will no longer be available for personal contributions after Thursday 17 April. Instead, you can use BPAY^®. 
• We’ve chosen BPAY as a quick and secure option for making extra contributions to your super. 
• You’ll find your BPAY details in your online account.

• From Saturday 19 April, valid investment switch requests received by 11:59pm AET (via your online account) or 4pm AET (via email or post) AET on a business day will receive the unit price calculated at the close of the next business day. 
• Valid switches will be finalised in your account up to three business days after we receive your request, and have calculated the unit price to apply to your investment switch. 

You can cancel a switch request by calling the contact centre before 4pm AET on the same business day on which the switch was requested (except during our limited services period). For example, if you made an investment switch through your online account at any time on a Monday, it will be allocated the unit prices as at the close of business on Tuesday and you will see the finalised transaction in your online account on Thursday.

• Currently, investment strategy changes are applied at the same time as investment switch requests. 
• From Saturday 19 April, instead of being processed at the same time as switches, changes to your strategy will be processed in real time. 
• For example, if you change your investment strategy at 9am through your online account, any contributions or rollovers received after that (for example at 11am) will be invested in accordance with your new instructions.

• We strongly encourage you to seek financial advice and read HESTA Investment choices at hesta.com.au/pds before making any changes to your investment strategy.
• We understand market changes can seem concerning, especially when you can’t see the effect on your super balance. 
• It’s true that super, like every investment, will have ups and downs. But super is a long-term strategy, and HESTA has a history of delivering strong long-term returns for members. 
• Events like the 2008 Global Financial Crisis and COVID-19 are temporary in the context of 20 years of growth in a super product. 
• If, after considering your options, you would like to make an investment switch, this will be available from Tuesday 15 April for requests received via paper form only until the end of the limited services period. Please contact us for a copy of the Investment choice application form.
• Any investment switch requests received during this time will be processed after the limited services period, with an effective date of the date received.
  

Yes you can.

• From Saturday 19 April, we'll be streamlining your options for how you can receive information from us. Information includes your annual statement, confirmation of transactions, and other important information like future significant event notices.
• Rather than choosing different options for each information type, you will be able to set your preference to either digital or paper. This will apply to all the information you receive from us. 
  • Digital: we will notify you in writing that the information has been made available on the website, app, an online portal or other electronic facility, and how you can access it. 
  • Paper: we will send the information to you by post. 
• If all your preferences are the same, you’ll keep them when we move to the new member services provider. If you currently have different preferences for how you receive your information, your preference will be reset to digital when we move our services. 
• When online services are restored from Monday 2 June, you will be able to set or change your preference at any time via your online account (in the preferences tab) or via the contact centre, which will apply to future communications. 
• We send communications to you according to the preference you choose. However, there may be times when we need to communicate with you in another way.

• We’ll update this page with any changes to the transition plan and as our services are transitioned. 
• In the meantime, you’ll find full details about what will and won’t be available here.

• Income stream payments will be made on Tuesday 15 April. 
• Income stream payments that fall during the limited services period will be paid on the following schedule: 
  • fortnightly payments that were due on 29 April, as well as monthly, quarterly, half yearly or yearly payments due on 28 April will be paid in one payment on Wednesday 16 April
  • your regular payment schedule will resume from May onwards. 
• If you need to make any changes to your payments or other account details, plan to make them by Monday 31 March 2025. 

• New income stream applications can only be accepted from the HESTA Income Stream Product Disclosure Statement dated 19 April 2025 (available from that date at hesta.com.au/pds). 
• New income stream accounts will start after the limited services period. 
• Apply before Monday 31 March if you want to set up a new income stream account before the limited services period.

• The process for opening an income stream account will change. 
• From Saturday 19 April 2025, if you’re looking to open your new account from multiple super accounts, you will need to first: 
  • open a super account 
  • combine these amounts in that account, then transfer them to the new income stream account.