HESTA turns the lights back on after service shutdown

HESTA has completed the transition of its member administration services to GROW Inc, restoring online services after a seven-week disruption to transactions and app access.

HESTA, which has over one million members, said this marked the end of one of the largest and most comprehensive technology projects undertaken by an industry super fund.

During the limited services period, more than a decade's worth of data was transferred to GROW. The fund also integrated a new contact centre, digital services and mail house to help ensure ongoing support, advice, and communication with members.

Following the transition, it's completed processing of employer super contributions, and most income stream member payments have resumed their regular schedule.

HESTA chief executive Debby Blakey said it was a significant milestone for the fund, supporting its commitment to providing customised and feature-ready super experiences for members.

"The new technology platform is already providing significant data transparency, supporting real-time member updates and improved service integration. This will help us innovate faster to provide more personalised services and make managing super easier...," Blakey said.

She also acknowledged that "major changes like this can be challenging," and thanked members and employers for their patience and understanding during the transition.

On the day HESTA's online services resumed, more than 45,000 members logged in to check their super balances through the fund's website and app.

Members logging in can now view updated balances and update their personal details.

They can also manage insurance cover and claims and switch investment options.

However, although online services have resumed, HESTA advised that processing times for some transactions may initially take longer than usual. That's because its team is still working through requests received during the limited services period.

During the limited services period, HESTA's members were still able to receive urgent and critical payments, income stream payments, and switch investment options.

Nevertheless, frustration mounted among some members, who voiced discontent online, often citing the length of the service disruption.

HESTA's seven-week limited services period, however, isn't an unprecedented timeframe.

Australian Ethical experienced a similar length of disruption when it transitioned to GROW last year.

As previously reported by Financial Standard, HESTA's members didn't receive a pause or reduction in administration fees during the limited services period.

Additionally, members won't see a decrease in administration fees following the transition.