Late provision of the annual report and Audit/ Acurial certificate for 2018-2019
Our Super fund has been satisfactorily administered by SuperIQ for a number of years. But this year has been a nightmare as the Annual Report and Audit/ Acturial Certificate has not been received to date 19/12/2019. Heffron SMSFSolutions tell me they have not received the reports from SuperIQ to complete the audit and acturial certificate. Therefore it will not be available to send to Centrelink by 31 Dec cutoff.
Which will put our Age Pensions at risk. Please advise me what SuperIQ can do to allow me to head off Clink! Tom Alford Director Drofla Somerset SF Coy. Pty. Ltd. Trustee of Somerset SF.
Quite satisfied with Super Concepts
I've operated my SMSF for 20 years since I retired. I've made all my investment decisions myself and haven't used a financial advisor. I appointed Super Concepts to provide Compliance and meet the requirements of an audit each year, and there's never been any reason to change to another company
Recurrent errors in reporting and tax
Please be aware of the risk of errors through the SuperConcepts platform. In recent times:
1. I have been sent a request for payment (as I don't allow direct debit from the accounts) for another fund's tax. Fortunately I checked the document before paying and fortunately I do not allow direct debits otherwise I would have been unaware.
2. I was requested to sign a contributions confirmation document for an incorrect amount - a request for investigation of the discrepancy reported that a change in platform accounting had resulted in contributi...
Very Satisfied SuperConcepts accounts service customer
I have used Superconcepts services for 15 years and transferred my annual accounts preparation to them in 2010. The compliance advice and service has been excellent with all issues have been resolved in a reasonable time. Last year Superconcepts assisted with the conversion of my SMSF from individual trustees to a corporate trustee that they established and registered on my behalf. This was a complex process with many ownership changes for accounts, investments and insurance policies.
The outcome was a FYE audit with full compliance to SIS regulations for my SMSF.
The ongoing annual fees continue to meet my budget objectives which were much higher before I switched to Superconcepts.
A partner for growth
We have been dealing with More Super in one way or another since 2012. As long as you consider them to be one of your team members that you engage with on a regular basis, the B2B relationship is always going to be a positive one for any small advisory firm.
- Verified customer
Amazing Initiative from a client service Manager
I have had excellent service from Superconcepts personnel for decades. Quite recently, Nicholas Ali and his team were very helpful in setting up a new pension account, and maybe this should be the subject of a separate accolade.
But now I want to focus on the initiative of Alby Palmato.
In early August he contacted me to draw my attention to an upcoming share issue by AMP, one of the holdings in my SMSF share portfolio. At the time, I had just left for an overseas trip. before the AMP correspondence arrived in my PO Box. I was overseas for a...month, and by the time I returned, the offer would have expired. Moreover, Alby helped me make the connection with AMP to email the offer documents, so I was able to accept the offer in time. In short, thank you Alby - well done!
So much better with our new Client Service Manager!
Our SMSF has been with SuperConcepts for 18 years. Processing of our end-of-year documents to produce a tax return used to take an inordinate length of time and be quite variable, improved dramatically about five years ago, and then everything went wrong last year until our current Client Services Manager took over. This year the turnaround time has been back with the best ever. The result obviously depends on the quality of staff. Congratulations on a job well done, Sharon. The online system features now available to users through the Dashboard are very welcome. If we get consistency in outcomes next year, the 4 stars will become 5.
Woeful efforts on SMSF tax returns
We have been delivered to Super concepts by Yellow Brick Road (as YBR failed to lodge a tax return for 16/17 until the ATO asked questions), without our knowledge, but we have accepted the move as we didn't know better and we are beginners at SMSF. Current dealings with [removed] (New Business Transitions Administrator) S.A branch, have been disgusting, with the 16/17 and 17/18 returns taking approx 7 months. The 16/17 return has finally been done as we only had 1 months worth of dealings to assess due to the SMSF fund being created May/June ...16. The 17/18 return is taking an unreasonable amount of time, with repeated requests for the same information being provided to [name removed], however she isn't addressing the need to complete this return and we are becoming scrutinised by the ATO. Our fund has now been frozen and can not take super contributions. The other SMSF partner has attempted to communicate with her numerous times with messages left, minimal returns to phone calls have been given, we have only received requests for information that we have provided time and time again. Next step is to contact the Financial Ombudsman Service and request help. Extremely unhappy with the time taken for a fund so small, and the unprofessional attitude of the particular female at the S.A branch who is a New Business Transitions Administrator. I would not recommend Super Concepts to anyone
Easily the best in the business!
We are a financial planning firm with hundreds of clients using Super Concepts (via More Super). We were so fortunate to meet Yasmin, Michael and Peter five or six years ago. The service delivered to clients is exceptional and they are only too happy to help when something 'out of the box' pops up.
For those who believe that "business is about relationships; the rest is just paperwork"; be sure to have a chat with Yasmin, Michael and/or Peter.
- Verified customer
Professional SMSF Administration
We have been with Super Concepts for almost 7 years. We changed from Dixon Advisory in 2012 not because they are expensive (which is true) but because they kept advising us to move our current investments into their own products. We decided to go it alone and look for a management-only SMSF Administrator.
After much research we visited the staff at Super Concepts and were impressed with the individual care and attention we received.
Occasionally I have to advise them to update our records but that is the only minor negative I wish to mention.... We recently updated our SMSF to a Corporate Trustee and their service was efficient and timely. The end of year audit, tax returns, and ensuring the fund complies with all regulations is excellent. We pay the fees monthly by automatic deduction which is good for the budget. Overall we have saved $$s with Super Concepts on management fees. Further, we have avoided capital losses which were accruing under Dixon's recommendations. Happy Super Concepts customers!!
Fabulous work by your team
Very satisfied with the performance of our super fund.
We have been with Cavendish for at least 15 years.
We appreciate how the reporting standards have been raised a lot in the past year and how your company has responded to this
Getting worse all the time (though new CEO promises improvement)
I have been with Super Concepts since at least 2002, and in that time I have seen the level of service and competence go from being pretty good to pretty terrible. In the last twelve months they appear to have adopted a new "system" for handling end of year returns that ensures no one centre is responsible for the process. Over the last two years I have found it very difficult to make contact with anyone who will take responsbility for my account. Messages left with a central switchboard go ignored. I attempted to contact one person who promise...d to be my 'go to' person and got a voicemail saying I would be attended to soon, only to discover later that this person had actually gone on leave. Two weeks after receiving back my scanned paperwork this year I got a phone call from someone asking me to submit my paperwork - this person, who was allegedly working on my account, had received no notification that my paperwork was ready for working on. A few weeks ago a new CEO sent out an email asking for customer feedback, and I let her know how poorly her organisation was performing. To her credit, she got in touch with me immediately, and it's possible that my accounts for this year may soon be ready (about six months after I submitted everything). Whether things will really get any better, time will tell, but right now it's hard to have much faith at all in what appears at the moment to have become a chaotically disorganised rabble who have done nothing at all to communicate anything about these radical changes and reorganisations (and what their implications might be in terms of service and time to turn around end of year returns) to their customer base.
Deterioration in service
App 16 yrs. Service was excellent up to takeover by Super Concepts. There seems to be a lack of the personal touch there was before. Previously Jun 30 A/cs & tax refunds etc were completed well before Christmas. Despite asking 3 times I am still waiting for them. Information for returns etc was sent in around Aug/Sep last year. Last contact was a month ago following my email to them seeking reason for a/cs not being completed.
customer service response
I had a problem with sound on one of the dashboard training modules (Trustees) and passed this info on to service. I had a prompt response which did surprise me and I am very grateful for this service. Unfortunately IT suggested I use a different browser as sound was OK in the IT environment. I tried 3 different browsers with no sound improvement at my end on 2 different computers and I have requested if it was possible to email the relevant module to me.
March 14th 2019 Update: Personal Service over & above
A personal thank you for Elizabeth for her dedication and assistance to me in trying to overcome a sound level problem in the Trustees learning video. My problem was resolved with elizabeth’s Assistance within 24 hours.
- Verified customer
Been aboard since EOFY 15. Only used them for tax return and audit. Couldn't trust or rely on them for anything further. Consistently underperforming in regard to communications. Constantly resending the same information and they are slower than a wet week in undertaking the task.
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Questions & Answers
How do I make a complaint.
We are most unhappy with the label of service for the last 6 months .
Our records are never up to date . All the changes in the investments have been sent to Brisbane promptly.oer member number is 10479.
where do I find my dashboard
SuperConcepts P.Super Concepts
Hi Waugship, could you please provide your details using this link: https://superconcepts.com.au/feedback, our team member will get back to you and work out a solution to your satisfaction.
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