How to access Super Enquiry Service
Super Enquiry Service allows all Australian Prudential Regulation Authority (APRA) funds and their administrators to lodge and manage super reporting, administrative or system related enquiries 24/7 with us.
To access the Super Enquiry Service, you need to use a Digital ID, such as myID, and RAM. The authentication process is the same as Online services for business. You need a Standard or Strong Digital ID. Use Google Chrome or Mozilla Firefox to access the Super Enquiry ServiceExternal Link.
myID
myIDExternal Link is an app you download to your smart device which lets you prove who you are when logging into a range of government online services (it's different to a myGov account).
If you already have a Standard or Strong myID for accessing Online services for business, use the same account to log in to the Super Enquiry Service.
If not, download the myID app and set up your myID.
Relationship Authorisation Manager (RAM)
Relationship Authorisation Manager (RAM)External Link is an authorisation service that allows you to act on behalf of a business online when linked with your Digital ID, such as myID (you'll use your myID to log in to RAM).
To gain access to the Super Enquiry Service, the principal authority or authorisation administrator of the entity must grant you access to Online services for Digital partners in Relationship Authorisation ManagerExternal Link.
To find out how to grant authorisations in RAM, see Manage authorisationsExternal Link.
Logging in
Use Google Chrome or Mozilla Firefox to access the Super Enquiry ServiceExternal Link. Log in using your Standard or Strong myID and RAM authentication.
On the myIDExternal Link login screen:
- enter your email address and select Login
- open myID app on your device and accept or enter the code
- you will be auto directed to RAM.
If you have set up fingerprint or facial recognition, you can access the myID app without a code.
If you have trouble logging in or authenticating, contact CRT using Super Enquiry ServiceExternal Link.
If you're linked to multiple entities, select the correct fund's Australian business number (ABN), and then select Continue to access the landing page.
If you're a first-time user, you'll need to activate your registration. You can only use one email address, which can be an individual or a mailbox email address. Notifications will be sent to this email address.
Once you're registered, you'll arrive at the landing page Welcome to the Super Enquiry Service for APRA funds.
This screen also allows you to Update contact details in the future, including changing your email address.
Lodging a request
On the landing page, the left-hand menu lists request types. Once you have selected a request type, select a sub-request from the right-hand menu.
If you select the System issue request type, there is a reminder for you to check the ATO Superannuation DashboardExternal Link prior to lodging a request. This is because information on this dashboard may provide an answer for any current system issues.
Workflow of a request
Priority will be based on service level agreements (SLAs) which are auto-populated. You'll receive an auto reply email advising the service for your request type. Each request will be assigned a reference number.
Whenever a status updates, a notification email is sent to your nominated email address.
You can follow up on a query by adding comments to the request.
Managing the request
You can monitor and manage your requests by selecting the Requests option at the top right-hand corner of the landing
Following up a request
To follow up on a request, select the request, enter a comment in the text box and select Add. We will receive a notification and provide a response.
Providing additional information when requested
When we request additional information, the status changes to Waiting for customer and you will receive a notification.
To provide information, select the View request link on the notification email or search on Reference number. Include the information as a comment and add an attachment if required. Then select Add.
The request status will change to Waiting for support and a notification will be sent to us.
Additional functions
Cancel request
If you create a request in error or as a duplicate, select Cancel request, add your comment in the dialogue box and submit the request, it will close at our end.
Resolve request
If the issue is resolved and no further action is required by us, select Resolve this issue, add your comment in the dialogue box and submit the request, it will close at our end.
Notification of request finalised
Once a request is resolved, you'll receive a notification email and the details of the resolution which you can access by either:
- checking the Reference number of the request
- selecting the View request link on the notification email.
If you have any further questions once the request is Resolved you can add a comment and we'll respond.
If you need assistance when lodging a request, email Super CRT.
Upon lodging an enquiry, you'll receive an email detailing our service commitment. Please ensure the due date has passed before requesting an update. We'll respond to your enquiry by the specified due date.
if you need additional assistance and support, see ATO systems and support for APRA funds.
Team Account in SES
In addition to having Individual accounts in SES, funds and administrators can now create a 'Team account' which would be linked to a mailbox. If you have multiple areas with different teams and mailboxes, multiple Team accounts can be created for the same entity.
SES users can share an existing or new request with the Team account then the notification email will be sent to the mailbox linked to Team account as well. This would be useful in scenarios when a user wants to share notification email with the whole team.
Note – Team account can’t be used to create a request at the Fund or administrator end as an individual user will have to login as per current process and lodge a request.
How to create a team account:
- Login to SESExternal Link.
- Select Other from the left-hand side menu.
- Select Create team account.
- Complete the Super Entity field by selecting your fund or admin from the dropdown list.
- Add a Team account name – (use the entity name).
- Add your mailbox email address.
- Select the Contact person for the team account from the dropdown list.
- Create the request.
Once submitted, you'll receive a notification email confirming the team account has been created.
ATO initiated request
Team account gives us the ability to create an ATO initiated request in SES, for certain issues which was previously sent via email.
Steps which funds/administrators should follow once an ATO initiated request is created:
- A notification email will be sent to the nominated mailbox linked to Team account, advising of the request number.
- Funds or administrators should have process in place to monitor their mailboxes and promptly respond to the request via SES.
- After logging in to SES, the request can be shared with a specific user for them to action or any user with access can add comments to the request.
- The reporter of the request will be the Team account name.
- A response needs to be provided by the due date listed on the request.
An ATO initiated request can be filtered based on the Request Type – 'ATO-initiated.'
The other functionalities are similar to a SES request you create and discussed in previous topics.
We would be following up on the specific request if we don’t get a response within the due date. The nominated contact person for the Team account will also be contacted if there is delays in receiving responses.
Upon lodging an enquiry, you'll receive an email detailing our service commitment. Please ensure the due date has passed before requesting an update. We'll respond to your enquiry by the specified due date.