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Super Concepts

Super Concepts

3.0 from 25 reviews

See the Best SMSF / Small Funds in 2019 as rated by Australians on ProductReview.com.au.


Always great service

I have been with Super Concepts for about 6 years. They make running my SMSF simple no matter how complex it is. Their support team are brilliant and I am very pleased I chose them as my administrator.

Transparency
Customer Service

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

Transparency
Customer Service
2 comments
Hello C. Riley, We are sorry to hear about your experience. Our goal is to provide great service to all our customers and based on your complaint, we did not meet this goal. If you would care to provide your details using this link: https://superconcepts.com.au/feedback, we would like to investigate and address your concerns.Already have. No action to date. One would think if the ATO have frozen a fund due to no returns completed, the organisation responsible would act ?? Now that i know you have acknowledged this complaint on this review, plus the complaint i have already lodged with Super Concepts, this allows me to contact the Ombudsman, to get a direction forward. I will also utilise social media to its advantage, to let others know of your neglect.

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.

Transparency
Customer Service
1 comment
Thank you Rayden. We strive to deliver a high level of service and are delighted to hear that this has been reflected in your experience. We always appreciate feedback, which helps highlight the areas we’re doing well in and those which need improving. Thanks again.

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!!

Transparency
Customer Service
1 comment
Thank you Mrs Brown. We are committed to continuously delivering high standards to clients and are delighted to hear that this has been reflected in your experience. We always appreciate feedback, which helps highlight the areas we’re doing well in and those which need improving. We appreciate you taking the time to send us this helpful response.

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

Transparency
Customer Service
1 comment
Hi Rodney, Thank you for the kind words. As an organisation we are committed to continuously delivering high standards and improvements to clients and we are delighted to hear that this has been reflected in your experience. Feedback like this helps us constantly improve our customer experiences by knowing what we are doing right and what we can work on. So, we appreciate you taking the time to send us this helpful response. Don't hesitate to reach out if you have any more questions or comments.

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 promised 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.

Transparency
Customer Service
3 comments
Peter, as an organisation committed to high standards we’re disappointed to hear of your experience. We would like to investigate and address your concerns and ask that you contact us at superconcepts.com.au/feedbackI went to this feedback site and left detailed feedback. When I clicked "Submit" I got a screen that said ""We want to help resolve your concerns. Please supply your details below. *required field". No field at all was visible for me to complete any missing details. On the strength of this weird response from your website, I have absolutely no idea whether my feedback was submitted or not. I'm tempted to say this is typical of your organisation. It's not entirely, but this glitch (I assume it's a glitch, and not intended system behaviour) does seem to be symptomatic of an organisation that's in a considerable muddle. It appears that right now you can't even collect customer feedback in a manner that gives your customer some reassurance of having been heard. That's a problem!Hi Peter, We appreciate you taking the time to discuss your feedback with our team. We remain focussed on completing your FY18 return as quickly as possible. Our Client Service Team will keep you connected with your fund’s progress, and we’ll continue to work hard to ensure your FY19 experience is much smoother. Thank you for pointing out the glitch with our feedback link, there should be no further issues.

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
1 comment
Hi Dave, we are sorry to hear about your experience. If you would care to provide your details using this link: superconcepts.com.au/feedback, our Customer Service General Manager will call you in the next 24 hours to discuss your complaint and work out a solution to your satisfaction.

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.

Customer Service
1 comment
Thank you Rod, we sincerely appreciate your feedback and are delighted that you are happy with our service.

Super Poor

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.

1 comment
Hi Mark, we are sorry to hear about your experience. If you would care to provide your details using this link: https://superconcepts.com.au/feedback, our Customer Service General Manager will call you in the next 24 hours to discuss your complaint and work out a solution to your satisfaction.

Exceptional Service!

Mat Suto has been looking after our clients super funds for several years now and we have always been very happy with Mat's response time and attention to detail. Thank you Mat and we look forward to continuing our relationship next year. Affinity Wealth Services Brisbane.

1 comment
Thank you for your lovely review. We appreciate you taking the time to share your feedback with us and we do agree that Mat is a great member of our team. We look forward to servicing your funds in 2019!

Mat answers all queries with patience and expertise

We deal with Mat on behalf of our SMSF clients. He always answers questions politely and is extremely efficient in dealing with any problems that may arise. The whole SMSF process from setup to maintenance is very easy and we find our clients access to the platform empowers them to take more control of their finances.

1 comment
Thank you, we sincerely appreciate your feedback and are delighted that you are happy with our service. We will pass your feedback to Mat. We look forward to working with your office in 2019!

Great service

To Mat and the rest of the team. Thanks for your ongoing support throughout 2018 along with your promptness in replying to our queries.

1 comment
Thanks for the great review, Maurice! We look forward to working with you in 2019!

Poor communication & disappointing trust deed update

I have been using the Superconcepts documentation since our SMSF was established over 10 years ago. The latest trust deed document is disappointing. It includes ambiguity, spelling errors and drafting errors. They have changed to a new lawyer to source the document. It clearly needs a little bit more work before it is sold to hundreds or thousands of SMSF's. I received it on 25 October. I told them about the problems a few days later. But I am still waiting on a corrected update over a month later. Not good enough and not in keeping with the service and quality that I have previously received. If simple stuff like this can't be quickly resolved I don't know how they will survive as a superannuation expert in this continuously changing environment.

2 comments
Thank you for your feedback. We are familiar with your complaint and apologise that it took us longer than normal to resolve it. As some of your questions were related to the application and interpretation of various document clauses, we needed to obtain advice from our external document provider. If you have any further concerns, please let us know and our General Manager Technical Services and Education will call you to work out a solution.I am pleased that the matter was eventually resolved satisfactorily.

Very Satisfied

We have been with Ascend/Super Concepts for over 5 years. We are very happy with the service we receive from our Relationship Manager - Mat Suto. We have a number of super funds under his role as RM and his experience and help is invaluable. We have experienced some issues over the years but Mat has always been there to help to the best of his ability without fail. Thanks Mat.

1 comment
Thank you for your feedback. We are glad that the issues you experienced are resolved and that you are happy with our service. Should you ever wish to raise something to our attention, you can do so through your Client Manager or via https://www.superconcepts.com.au/feedback. We look forward to working with you in 2019!

Can't live without Mat Suto

Mat has been our relationship manager for 5+ years and is highly valued by our business. Mat will just get things done, no questions asked. He is clearly empowered and valued in his role and this is demonstrated through his work. Really appreciated everything he has done for our 20+ client base. Well done Mat.

1 comment
Thank you for your feedback. We are delighted that you are happy with our service and will pass your compliments to Mat. Please feel free to contact us should you have any additional feedback, the team at SuperConcepts.

Frustrated

As noted by other reviewers, emails to Super Concepts are a waste of time. They don't respond to phone messages either. I fully expect to get the standard response to this criticism "we are sorry to hear about your experience and have escalated this matter. Your Client Services Manager will contact you to discuss next steps and organise a meeting with our technical specialist." Yeah, right!
I was a satisfied client of Just Super prior to their takeover by SC last year and am so disappointed by their poor level of service. Definitely would not recommend Super Concepts.

1 comment
Hello Bilongmi, Our goal is to provide great service to all our customers and based on your complaint, we did not meet this goal. If you would care to provide your details using this link: https://superconcepts.com.au/feedback, our Customer Service General Manager will call you in the next 24 hours to discuss your complaint and work out a solution to your satisfaction.

Disgusted

I ended up with YourSMSF (wholly owned by Super Concepts) after various mergers and take overs of my original SMSF Administrator.
I have been chasing them for meaningful guidance on our 16-17 returns since June 17. That is 15 months!
They don’t respond to emails, give pathetic excuses for no action (sick, busy, understaffed, legislation changes) when you finally speak to someone. I have tried complaining via head office, and after a flurry of ‘concerned’ phone calls, nothing happens. That was a year ago initially.
I accept that my return is a tricky one, and the ATO is scrutinising this Return, but isn’t that why you employ these people? They are the ‘experts’! My latest complaint to head office has now gone unanswered for a week, and my ‘case officer’ and the ‘expert’ she has referred the matter to haven’t returned my emails for weeks! These so called experts are obviously out of their depth. I am giving up and taking my business elsewhere. Now they will obviously try to extract a fee before handing over information. I’ll bet they will suddenly become attentive when fees are required to be paid.
Disgusted.

1 comment
Hi Ian, we are sorry to hear about your experience and have escalated this matter. Your Client Services Manager will contact you to discuss next steps and organise a meeting with our technical specialist.

Not responding to emails

Been with Superconcepts for over 10 years. Always good to deal with.
Over the last 4 weeks I have sent them 4 emails asking for a simple return contact without a single response.
They just stonewall and do not respond to any contact.
Unfortunately they have all my compliance papers for this year so its hard to go somewhere else.

7 comments
As an organisation committed to high standards we’re disappointed to hear of your experience. We would like to investigate and address your concerns and ask that you contact us at superconcepts.com.au/feedback19.09.2018 Contacted Superconcepts as requested. Now what. Let's see.Hello Werner, Thank you for your response. Have you provided your details via the webpage we supplied? The webpage is superconcepts.com.au/feedback

Zero stars

I would have rated this organisation as zero. It has taken over 13 months to gets my 2017 accounts completed.

3 comments
As an organisation committed to high standards we’re disappointed to hear of your experience. We would like to investigate and address your concerns and ask that you contact us at superconcepts.com.au/feedbackSeems SC now interested in views. But too late. Have left SC & found another administrator.Hi Dan, We have only recently been made aware of your review on this independent site. We would have liked to have had the opportunity to respond to you sooner via Customer Services to address your concerns. However, we appreciate your response and feedback.

Expensive given the poor service

Was a Multiport customer which was taken over by Super Concepts. My first two client relationship managers with Multiport were great and over the years it got steadily worse. There is apparently high turnover of staff - I've had 6 in the past two years. For your money you can expect to have emails and calls go unanswered or wait weeks for a response for even simple questions like 'what happens with withholding tax'. They bill monthly and 6 months ago decided to charge me over 30% higher fees and started debiting my account without even informing me let alone seeking authority - this despite no change in the complexity or size of the fund. I've dumped them and am now paying one third of the fees for the same service. There are much better options than this company.

1 comment
As an organisation committed to high standards we’re disappointed to hear of your experience. We would like to investigate and address your concerns and ask that you contact us at superconcepts.com.au/feedback

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