Cbus services to vulnerable members
Cbus is committed to serving all its members. This includes assisting members who have unique personal needs such as requiring a language interpreter service, and those going through a life event who may require specific help when claiming on their insurance cover or applying for early access of super due to financial hardship. In relation to accessing Cbus services and resources available to vulnerable members, please read the following information.
1. Tailored information session at your workplace
Cbus’ Coordinators are available to support our members. They can give you general financial advice on superannuation, including insurance information to get your super working for you.
Connect with your local Coordinator to organise a tailored information session at your workplace. We’ll help you onsite with administration and keep you up to date with what’s on offer from Cbus. This service is at no extra cost to members.
2. Speak to a Superannuation Adviser over the phone
Do you need information, guidance or advice about your super or other financial issues? Whether you’re still working or have reached retirement, our advice services are here to help.
Our team of advisers can help you over the phone with a broad range of financial queries and professional advice service options.
This service is provided as part of your Cbus membership – so there’s no additional cost to access this support.
Advice can include:
- choosing an investment option that’s right for you
- contributing to super
- information on insurances available through Cbus
- planning for your retirement
- starting an income stream
- nominating beneficiaries
- accessing your super early if you are eligible.
Our Advice Services are available Monday - Friday, 8.30am - 6pm (AEST/AEDT)
Call 1300 361 784 (choose option 4)
Or email: advice@cbussuper.com.au
3. Front counter
Sometimes it’s just easier to speak to someone in person when dealing with your super. Our staff are available at our front counters 5 days a week to help you with your super needs and if they can’t, they will point you in the direction of someone who can.
Visit one of our front counters. We can help with:
- completing forms
- enquiries relating to benefit payments, insurance, beneficiary nominations
- changing your details
- opening a super income stream.
4. Educational sessions
To better plan for retirement and help you get more out of your super, we’ve developed a range of educational sessions. These sessions are relaxed and informal so anyone can attend, and they’re provided as part of your membership.
Members and their partners are welcome to attend these sessions.
Find more information here or book a session online
Or email: seminars@cbussuper.com.au
Or call: 1800 655 748
5. Accessing your super due to financial hardship
Cbus understands that our members can face financial difficulty at any time in their life.
Superannuation law allows Cbus to release up to a maximum of $10,000 (less tax) from your super account prior to retirement in cases of severe financial hardship. To access your super in these circumstances you must meet the eligibility conditions set out in superannuation legislation.
Before withdrawing your benefit, we encourage you to seek professional financial advice to help you make the right decision for your needs. Call us on 1300 361 784 or find out more about accessing your super.
6. Making insurance claims
Cbus recognises that its members and beneficiaries making an insurance claim are experiencing a life-altering illness or injury, or the death of a loved one. We know that you will likely have limited time, ability and focus to manage a claim. We will seek to treat all claimants with compassion, dignity and respect, and aim to provide a claims process that is straightforward, timely and transparent. We will also observe the principles of privacy and confidentiality in our dealings with you.
If you would like more information or help, please call our Insurance and Claims Team on 1300 722 152 between 8.30am and 5pm weekdays or email us at claims@cbussuper.com.au.
You can also find out more information online or refer to our Product Disclosure Statements, handbooks, forms and fact sheets online at cbussuper.com.au/forms.
Information about how personal and sensitive information is collected and handled by Cbus as set out in the Privacy Policy is available here.
7. Give others access to your account
Third Party authority
Under a third-party authority, you can give specific people access to your account details. This could include any help you may need with making a claim.
Please use this form (PPF) to provide third party access to your account.
Power of attorney (POA) notification
A power of attorney is a legal document that allows a person to appoint an individual or an organisation to manage or assist them with their personal or financial affairs. It can be for a fixed or enduring period and stops when the person dies. A power of attorney provided to Cbus should be in relation to a member’s financial affairs.
Please use this POA notification form (PDF).
If you have any questions, please call 1300 361 784 or email us at cbusenq@cbussuper.com.au.
8. Fact sheets in other languages
You can access information on some key topics on superannuation available in other languages.
9. Interpreter services at Cbus
It is important that our members can access information about their super account and entitlements at any given time. We’re now providing the right tools to assist members that come from a non-English speaking background.
The interpreter service is available between 8am and 8pm (AEST/AEDT), Monday to Friday. This means the interpreter can speak with the member directly, or their chosen representative. Find more information here.
Accessing the interpreter service is easy through Cbus:
Step 1 – Call our service centre on 1300 361 784.
Step 2 – Ask to speak to an interpreter and have your membership details handy.
Step 3 – It might take a few minutes, but the Cbus consultant will get the interpreter on the phone.
Step 4 – We will need to identify you and then you or your appointed representative will be able to ask any question about your account and the information will be translated to you in your nominated language.
10. Aboriginal and Torres Strait Islander contact centre program
In December 2017, Cbus launched our inaugural Reconciliation Action Plan (RAP).
At that time, it was estimated that around 3.3% (over 24,000) Cbus members were Aboriginal and Torres Strait Islander peoples.
Through our RAP working group, we have come to better understand the challenges faced by Aboriginal and Torres Strait Islander people when it comes to accessing and/or engagement with superannuation.
In response to these findings, Cbus launched its Aboriginal and Torres Strait Islander contact centre program in May 2019. Through this program, members have access to trained staff who understand the unique needs of our First Australian members.
Call 1300 361 784 and press 1, and then 1 again to be put through to the Aboriginal and Torres Strait Islander contact centre program.
11. Online links to organisations who provide support on mental health and wellbeing
Below are a select range of reputable national organisations who are able to provide assistance to Australians with the main emphasis on provision of practical resources, tools and support, covering mental health and wellbeing.
Beyond Blue
You can access free information and support programs to address issues related to depression, suicide, anxiety disorders and other related mental illnesses.
Website: beyondblue.org.au
Contact number: 1300 224 636
MATES
It's an industry backed, research-based, suicide prevention and support program operating since 2008 in the Construction, Maritime and Energy industry.
Website: mates.org.au
Contact number: 1300 642 111
Incolink – Victoria
It's the largest provider of severance benefits and income protection in our industry. They provide health and wellbeing support like counselling and mental health services to build a stronger industry and support workers when needed.
Website: incolink.org.au
General enquiries: 03 9639 3000
Counselling (24x7): 1300 000 129