CSC’s operations during the COVID-19 event

A message from CSC’s Chief Customer Officer, Peter Jamieson

18 Mar 2020

Like all other businesses in Australia, CSC is currently impacted by the ongoing COVID-19 event.

Our customer focus and priorities stay the same

We have rigorous and tested plans and processes in place to ensure our core business operations continue throughout the crisis. We’re committed to five core services during this time:

  1. Timely and accurate allocation of superannuation contributions
  2. Payment of pensions on time
  3. Access to our online services, including investment unit pricing information
  4. Access to our customer contact centre over the phone
  5. Response to customer enquiries by email.

We are doing everything we can to protect the health and safety of our staff and customers. We’ve implemented a series of measures to reduce the risk of infection and any subsequent spread of the COVID-19 virus.

The most significant measures are those that limit or prevent face-to-face meetings between CSC staff and our customers.

Education and information seminars

All face-to-face customer education and information seminars will be replaced by online seminars, or in the case of single-person consultations, by telephone calls. Customers who were scheduled to attend an in-person session will be contacted shortly.

Financial planning meetings

All one-on-one financial planning meetings with our Financial Planning team will now be conducted over the phone. Our Financial Planners are calling all customers who have a meeting scheduled to set-up these new arrangements.

The CSC shopfront

To help protect our customers and staff, our shopfront at 7 London Circuit will be closed from 25 March. Our phone lines will still be open, and we still have staff available to help over email. 

We're working hard to make sure your interactions with CSC, through whichever channel you choose, are as seamless as possible.

Due to the significant number of enquiries we’re currently receiving, you may experience some delays. Please rest assured that our staff are here and we are ready to help.

We also recognise that you may have some questions about how we are managing your retirement savings during this period. For more detail about our investment response please click here: https://www.csc.gov.au/Members/News/How-are-we-managing-your-savings/

Despite the amount of disruption and uncertainty all around us at the moment, our focus has not waivered; and that focus is you.

Peter Jamieson

Chief Customer Officer

CSC

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