Reasonable attempts to contact
You should make reasonable attempts to contact your member if they become lost.
Follow-up action to locate members might include:
- checking your own database to see if the member has other accounts with more current information
- contacting an employer who was contributing to the account
- engaging an organisation, like Australia Post, to undertake database searches to locate the member.
Factors to consider when determining what action and effort is reasonable may include:
- the information you have in relation to the member
- the activity patterns on the member’s account
- the type of super account – for example, employer-sponsored membership or individual membership
- the type of employment the member is engaged in – for example, transient employment, long-term with the same employer, working within a particular industry
- the account balance
- the costs of the different methods in attempting to contact the member.
Transfer of lost member
A member of a fund is still taken to be a lost member at a particular time if either:
- the member joined the fund from another fund or an Exempt Public Sector Super scheme as a lost member
- the member joined the fund from the RSA provider as a lost RSA holder.
unless
- the super provider has verified the member's address is correct within the last 2 years and has no reason to believe that the address is now incorrect
- the member is permanently excluded from being a lost member.
For more information, see Reporting account changes.