Rest Superannuation Questions & Answers

Hi Paul, We are sorry to hear the form is not letting you progress. On the address section of the online form, if you wish to use an Australian address, you can leave the International Address box unticked. You will only need to fill in the sections with the red asterixis.

If you still have any trouble with the online form, we can send you a printable copy. You can reach us on 1300 300 778 from 8AM-8PM weekdays AEST or via the secure Live Chat service on our website ( external link .

We hope this information helps you, and please let us know if there's anything else we can help you with.

Thanks, Rest Social Team

Hi Hayley,

We do apologise for the difficulty that you are experiencing with consolidating your super.

We have sent you a private message to assist you further.

Thanks, Rest Social Team

I was with Rest for years and I had great difficulty withdrawing my super ( I am retired) after many attempts and to no avail, I transferred my super and didn’t have a problem doing that. The super was transferred within a few days. Good luck with them.

They won't help me in writing they reply saying to me they need to call to speak with me when I'd prefer having everything in writing for proof. All I want is my super transferred to my MLC account but they won't release it for some unknown reason the excuse my details may not match but all my details do match so I don't understand how speaking to me on the phone instead of in writing can help. But anyways I'll see what happens on Monday when the call comes. I'm glad you got everything sorted out Jane that's great to hear :)

My wife is going through a similar situation. They are refusing a rollover to an SMSF because she has taken my Surname after marriage. ATO and major banks accept legitimate surname variations such as this.

3 years later and nothing has changed. I am trying to withdraw the smallest amount of money, but they are not gi ing it to me. Of course they come up with a million excuses and promise its an unusual situation, hardly ever happens. Five plus phone calls and nothing.

Hi AshleyJ, Thanks for reaching out with your question. The Government's new Putting Members’ Interests First (PMIF) legislation aims to prevent super balances (and therefore your retirement savings) from eroding because of insurance arrangements which may not be appropriate for you. These new rules mean that if your super account balance is under $6,000, and if at any point from 1 November 2019 to 1 April 2020 doesn't go over $6,000, your insurance with Rest will be automatically cancelled unless you tell us before 1 April 2020 you'd like to keep it. This legislation is effective from 1 April. You can read more about PMIF by clicking here: external link 

In May 2019 Rest announced TAL as its new life insurance provider starting 1 December 2019.  TAL are leading life insurance company providing life insurance cover to around 4 million Australians. Members will see changes to the insurance product, cover and costs with the main change to IP benefit period.

In 2019 Rest issued a SEN to all members who held insurance on 1 November 2019. The next major milestone will be for any new or reinstated members who join Rest after 1 November 2019 to 31 March 2020, who will also receive a SEN. These communications will be delivered between March and June 2020. Once everyone has received a SEN, Rest will issue a letter confirming their insurance status e.g. they have kept, changed or cancelled their insurance. If you would like us to check if any changes have been made to your insurance cover regarding the above, we’ve sent you a private message asking for further details. Please feel free to reply so we can assist you further. 

Thanks, Rest Social Team

Thank you for your response. Unfortunately the quoted timings are a bit confusing as everything you mention is in the past but you talk in past and in the future (who join Rest after 1 November 2019 to 31 March 2020 who will also receive... will be delivered between March and June 2020). Was the SEN (?) sent and what is a "reinstated member". Short question - Ive held REST IP for 17 years and originally this cut off at 65. Recall the TAL changeover advice but next July when I turn 65 will I still have IP until I retire (still probably 2-3 years off) which a friend claims I "wont". Im sure Im not the only one so see value in a public response. Thanks.

Hi AshleyJ, Thank you for your reply! Rest sent out a SEN (Significant Event Notice) in regards to the change in insurance provider to all affected members on 01/11/2019. A re-instated member is someone that has had insurance re-applied to their account after they had cancelled it, whether that be someone who has had default insurance re-instated after it was cancelled for them under the PMIF legislation or someone who has cancelled it themselves and then re-applied for it due to a change in their circumstances.

As for you last question, assuming your super has enough to cover any premiums and you don't close your account or cancel your insurance beforehand, any Rest Super account with insurance will have that insurance cease once they turn 70, while Rest Corporate accounts may cease earlier depending on their employer's selected cover.

You can view more information on this in our Rest Super Insurance guide through this link: external link  We hope this answers your queries, please let us know if there's anything further we can help you with.

Thanks, Rest Social Team

Hardship or rollover? Rollover, less.

Hardship

Hi Angela, Thanks for your question! Generally, a financial hardship claim can take up to 5 business days to be processed. If our teams need any further information, they will let you know. Please also allow an additional 2-3 business days for the funds to be cleared into your nominated bank account.

If you need any further assistance or questions, feel free to reach out on external link 

Hope this helps!

Thanks, Rest Social Team

Hi Ian H., Thanks for your question! As Rest is an APRA regulated fund, we unfortunately do not offer the options for Self Managed Super Funds (SMSF) through Rest. The difference between SMSF and other types of funds is that members of an SMSF are usually the trustees.

You can find more information about SMSF via this link to the ATO: external link 

If you have any further questions, please feel free to reach out to us here: external link 

Thanks, Rest Social Team.

Hi Chris, It’s great to hear you would like to make contributions towards your employees super. You have the option to pay your employees super by opening an employer account with Rest. By having an employer account with Rest we allow you to make contributions towards your employees through bank transfers, EFT or Bpay.

If you are interested in opening an employer account with Rest you can find more information on opening an account via the below link: external link 

Alternatively, you can also pay super to your employees by using a third party clearing house.

If you would like more information on clearing houses you may wish to speak with the ATO regarding their requirements.

You can find more information in regards to paying your employees super and ATO clearing houses on the ATO’s website with the following link: external link 

If you have any further questions in regards to making employer contributions you can contact our employer team by calling 1300 305 775 between 8am and 6pm weekdays AEST.

You can also email our employer team at employer@contact.rest.com.au.

Once we receive your email we will aim to respond within 24 hours.

I hope the above information was helpful.

All the best.

Thanks, Rest Social Team.

Hi Grot, Thank you for reaching our to us regarding our insurance and claim process. For Total and Permanent Disability (TPD) claims, the time can vary as this is done on a case by case basis. Things that can effect the time for a claim are:

• claim type • complexity of your case • missing information • investigation of claim • information from medical practitioners

I can confirm that our insurance team will try and make the process as quick and painless as possible.

If you’ve suffered an illness or injury which means it’s unlikely that you can ever work again, then you may be able to start this process.

This can be done over the phone with our insurance team on 1300 300 778, they are open from 8:30am to 5:00pm weekdays AEDT.

You’ll need to have some basic information on hand before calling us. This will help us assess your eligibility. Have ready:

-Your Fund member number -Your Last Day Actively at Work (LDAW) -The date you first consulted a doctor for the condition -Details of your employer(s) up to 12 months prior to LDAW including: 1.Contact person 2.Phone number 3.Address 4.Email address.

You can also learn more about our insurance in our insurance guide with the following link:

external link 

All the best!

Thanks, Rest Social Team

Hi Elly, Thanks so much for reaching out to us today, really sorry to hear you are going through a difficult time financially at the moment. What we can do is look into some options for you. In order to be eligible under FH you need to meet the below criteria:

You have been on an approved Centrelink payment for 26 continuous weeks and are unable to meet your reasonable living expenses.

If you don't meet these criteria you can view our accessing super early fact sheet via the link below to explore your other options.

external link 

If however, you believe you meet the above criteria, to get you started on your process, you'll need to call our admin team on: 1300 300 778 Mon-Fri 8am-10pm AEST.

They will go through a CRN check and green ID check with you and if you are eligible they will email out the forms for you to complete.

Once you receive the forms we'll just need you to email us in the completed form to restbpfh@rest.com.au. If you aren't able to complete Green ID with our admin team, make sure to send along your forms with a certified copy of your photo ID.

We ask that you please allow up to 5 business days for this to be processed and another 2-3 business days for your bank to clear the funds.

Thanks for reaching out and please let us know if we can help with any of the above. :)

Thanks, Rest Social Team

Good morning Chris, Thanks for reaching out to us, congratulations on your retirement! We can certainly assist with that.

I have sent you a PM to discuss this further.

Thanks, Rest Social Team

Go to supertrace and find out if you have any other super funds including rest and have them roll over into a fund of your choice. Rest can not stop you. This is just wording they use but Superannuation funds can not stop any individual from rolling over their funds.

Thank you JS, I will try that! Cheers Cindy

Hi Cindy, That's for contacting Rest! There could be a few reasons why you have received this error, the most common is the details between the two accounts do not match. We would be happy to check the details of this for you.

We have sent you a message to discuss this further.

Thanks, Rest Social Team

I'd also like to know why I received a message saying “Entity Rules prevent Rollover” when I'm trying to put all of my super into the one account through MLC

Hi Hayley, As mentioned above issues can occur when rolling over your super if your details between both super accounts are not matching. If you are running into this issue with MLC when rolling over your super, it’s best to confirm with them if this may be the case.

We would also love to take a look into this matter for you and we have gone ahead and sent you a private message.

We can’t wait to hear from you.

Thanks, Rest Social Team

All my details match.. there is no reason other then your company just preventing it from rolling over. I am now very frustrated with your company and want MY money transferred to MLC asap.

Thank you for your response Hayley. We're sorry to hear that you are experiencing this frustration, we have sent you another private message that so we can look into this further. We look forward to hearing from you again soon!

Thanks, Rest Social Team

Hi Wazza, Thank you for reaching out to us. Members are able to access their funds between 60-64 if they cease current employment to retire, or are already retired, or change employers. An alternative can be to setup a Transition to retirement (TTR) until reaching 65 or plan to retire from your current employer.

Rest advice can help with planning for your retirement to ensure you are financially prepared when work stops – this might include making sure your super works hard for you, and seeing if you are eligible for any Government benefits such as the age pension. Just dial 1300 300 778 between 8am and 6pm AEDT on weekdays, and ask to receive personal advice on setting up your super for retirement.

You can also book a phone call back with this link here: external link 

When declaring retirement, you can commence a withdrawal request using our online benefit payment form. Here is a link to it: external link 

If you prefer, you can also find a printable PDF version of the form on the same page linked above.

If you decide to print the form, you can email it to contactus@contact.rest.com.au, or post these documents to:

Rest Industry Super PO Box 350 Parramatta NSW 2124

You may also be required to provide certified proof of ID. For information on how to get your ID certified, here is a link to our proof of ID fact sheet: external link .

Once you've submitted your forms, please allow up to 5-7 business days for the process to be completed, and then an additional 1-3 business days for the funds to be cleared into your nominated bank account.

For posted documents, please allow additional time for it to be processed as the amount of time it can take to be received by Rest is dependent on the postal services.

If you have any further queries, you can reach us via the secure live chat service on our website (http://rest.com.au/contact-us). If you have the Rest mobile app, you can also get in touch using the 'Message us' and 'Click to call' features.

Our team is available 8am-10pm weekdays, 9am-6pm Saturdays and 10am-6pm Sundays AEDT.

I hope you find this information useful.

Thanks, Anthony

Good morning Kerrie, Thank you for reaching out to us in regards to this. I am sorry to hear you are going through a difficult time and hope that we can assist you moving forward. The criteria for withdrawing under financial hardship, though quite strict, does not bring into account any source of income except for Centrelink. To be eligible you must meet criteria under either Case 1 or Case 2; which I will explain below:

Case 1- You must have been receiving Commonwealth income support payments for 26 continuous weeks and be unable to meet reasonable and immediate family living expenses

Case 2- You have reached your preservation age, plus 39 weeks and you have been receiving Commonwealth income support payments for a cumulative period of 39 weeks since reaching preservation age. For this case you must also not be gainfully employed at the date of application (unemployed or employed for less than 10 hours a week)

The applicable payment types are as follows:

- Age Pension - Austudy - Bereavement allowance - Carer payment - Disability support pension - Farm household allowance - Newstart allowance - Parenting payment - Partner allowance - Sickness allowance - Special benefit - Widow allowance - Wife pension - Youth allowance

If you are a full-time student, you must not be receiving ABSTUDY, Austudy or Youth allowance to qualify.

Should you not meet either of these Kerrie, we have other options that we can discuss.

In order to withdraw your super you must meet one or more of our conditions of release. Please see below for Rest's Conditions of Release: - Reach age 65, or stop working on or after age 60 - Retire permanently from the workforce after reaching your "preservation age" - Reach your preservation age and receive super benefits in a pension whilst still working (TTR) - Become permanently incapacitated - Are diagnosed with a terminal illness with a life expectancy of less than 24 months - Leave or change your employer and your preserved benefit is less than $200 - Are a temporary resident permanently leaving Australia - Satisfy the relevant Australian regulatory body that your money should be released for compassionate reasons. - Financial hardship as defined by the ATO - Early release due to hardship brought on by covid-19

Because I am not fully aware of your situation, I am not able to provide the relevant information at his time. If you could please go to the link below, this will take you to a web page that outlines our criteria and eligibility for early release of super:

external link .

Alternatively, if you would like to send us a private message, I would be happy to assist you further.

You can also chat to us online via external link  between 8am – 10pm weekdays, 9am – 6pm Saturday and 10am – 6pm AEDT Sunday. And if you have the app, you can also message us or use the click-to-call function. Or, if you’d like to speak with our administration team, you can call us on 1300 300 778 between 8am – 10pm AEDT weekdays.

Thanks, Jessie

Hi there, I am very sorry to hear that you feel this way. I can assure you that we do not use delay techniques to hold onto members money. Our phone lines may currently be busy, however we have other platforms which you can contact us on to assist you.

You can use the 'Click-to-Call' or 'Message Us' function in the Rest App, using our LiveChat feature on the Rest Website (rest.com.au) or I can get a few details off you today and assist you with your enquiry.

Thanks, Makealah

Hello Dan,

Thank you for reaching out to us in regards to this; I am terribly sorry to hear of your poor experience with Rest.

I have sent you a private message so that we can discuss this further.

Thanks, Jessie.

Just watch 'em Dan.... they are cagey mongrels..... I am still waiting for answers, I wrote to them several months ago. I think they might be looking for a literate employee.... I see now they're glad you have reached out to them.... if you don't expect much, the you won't be disappointed.

Much.

Hi Shashank, Thanks for bringing this to our attention. All super funds will charge you a fee for looking after your super. The total annual fee and costs cover the different components that keep your super working for you. You’ll pay extra fees and costs for certain transactions and if you have extra things with your super, like if you have insurance.

The admin fee for Rest Super is $1.30 per week, plus 0.1% of your account balance at the end of each month (capped at $800).

To help protect low balance accounts, from 1 July 2019 there will be a cap on the amount of administration fees, investment fees and certain costs for account balances below $6,000. This cap is equal to 3% of the member’s account balance.

When you first join Rest Super, your super will automatically be invested in the Core Strategy, unless you tell us otherwise. Global share markets have fallen significantly since February due to the current pandemic, which have impacted most super balances. As a result, you may also notice your super balance changing constantly too.

On top of your admin fees and insurance premiums, superannuation does attract tax like any other savings or investments. One of the advantages of saving in super is that the tax rate is generally lower than it is on savings held outside of super. Any contributions coming in which have not already been taxed - called concessional contributions (such as your employer's Superannuation Guarantee (SG) contributions and any salary sacrifice contributions) attract a tax rate of 15% and this is referred to as contribution tax.

If you would like to discuss the fees, premiums and charges or any other aspect of your account, we have agents available to chat to you either on Live Chat on our website at external link  and through app messaging or click-to-call on the Rest mobile app Monday to Friday 8am to 10pm, Saturday 9am to 6pm and Sunday 10am to 6pm AEST or you can call us on 1300 300 778 Monday to Friday 8am to 10pm AEST for assistance with your account.

We hope to hear from you soon Shashank.

Thanks, Alysha.

Hello David, Thanks for reaching out to us again. It is my understanding that a colleague of mine has been in contact with you and also sent you and email with relating information for you to view.

Please let us know if you have not received this. You may need to check your junk/spam folder.

Thanks, Jessie

Hi David, Thanks for reaching out to us! We appreciate you allowing us the chance to review your account for you. In order for us to check the details of your account, we have sent you a private message for further information.

We hope to hear from you soon.

Thanks, Alysha.

Hello Melissa,

I am truly sorry to hear that this has not yet been finalised after such a time.

A private message has been sent to you so that I can look into this further for you.

Thanks, Jessie.

Hi Rickie, Thank you for reaching out, I am very sorry to hear these funds have not been paid. This is certainly not the experience we would like our members having during such a hard time. If you would allow me the chance to follow this up for you, that would be appreciated.

I have sent you a private message to discuss this further.

Thanks, Mikaela.