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Client Relationship Team service commitment

We've updated references in our superannuation Client Relationship Team service commitment.

Last updated 27 June 2022

The Superannuation Client Relationship Team (CRT) provides a premium service to APRA super funds and their administrators.

Super Enquiry ServiceExternal Link is the new preferred web-based real-time system to lodge your request. You should access the service through Firefox or Google Chrome.

Refer to the user guide on how you can get access to the Super Enquiry Service.

If you need to send an email to the mailbox, you should use the codes below.

CRT data codes and service commitments

ATO services (ATOServ)

ATO Service commitment – ASAP:

  • Outages or performance issues with ATO services.

Complaints and hardship (COMP)

ATO Service commitment – 3 days.

Complaint cases before the Superannuation Complaints Tribunal and Australian Financial Complaints Authority (AFCA):

  • Complaints raised by the Fund Trustee/Administrator
  • Early Release Superannuation Benefits (ERSB) / Compassionate Release of Superannuation.

Data messages (DATA)

ATO Service commitment – 2 days:

  • SMSF verification service – manual request.

ATO Service commitment – 5 days:

  • Govt contributions or rollovers
  • RARN / RBS files
  • EFT payments without supporting correspondence/data messages
  • Small Business Super Clearing House data messages and payments.

Member issues (MBR)

ATO Service commitment – 5 days:

  • Division 293
  • FTECC, RENCC determinations or ECT, RECC notices
  • First Home Super Saver (FHSS)
  • Downsizer
  • Provision of Details Service (PODS)
  • Member Account Attribute Services (MAAS), Member Account Transaction Services (MATS) and MCS reporting, for example contributions, account status, attributes (including lost) and balances
  • Departing Australia superannuation payment (DASP)
  • Payment Variation Advice (PVA) or error response messages
  • Release Authority Statements (RAS)
  • SuperMatch, SuperTICK, and tax file number (TFN) matching
  • Temporary resident notification or incorrect payments
  • Surcharge obligations
  • Total superannuation balance (TSB), Transfer balance cap (TBC) and Excess transfer balance (ETB) data and reporting
  • TFN mismatches / MAAS 96604 errors.

Successor fund transfers and change of administrator (SFT/Chg admin)

ATO Service commitment – 10 days:

  • Successor Fund Transfer
  • Wind-up of an APRA fund
  • Involuntary superannuation account transfer
  • Change of fund administrator.

Fund enquiries (FND)

ATO Service commitment – 10 days:

  • MAAS, MATS, LMR and USM lodgment extension / deferral requests
  • USM reporting lodgment and adjustment
  • GIC explanation and remission
  • Requests for statements of account.

ATO Service commitment – 28 days:

  • Voluntary disclosures.

All other enquiries or no code provided (OTH)

ATO Service commitment – 10 days.

Mutual expectations

To ensure efficient resolution of issues the ATO and industry have established mutual expectations.

Industry stakeholders

Industry stakeholders have agreed to:

  • not escalate issues unless you first make use of existing self-help tools (for example      
  • streamline email subject line content    
    • start with the appropriate code
    • limit each email to one code type
    • do not mark emails as urgent or otherwise 
  • ensure message content includes all essential information to help the response timeframe    
    • administrator name
    • fund name/ABN
    • sufficient member information, provide member account number and member name, do not include TFNs in email
    • confidential information to be provided via DTF only (provide File ID and name)
    • details of the issue
    • include relevant historic email content
    • your direct phone number 
  • code emails according to enquiry type to ensure correct prioritisation
  • contact Super CRT in the first instance, they will contact other ATO recipients on your behalf if or when necessary.


We have agreed to:

  • action cases within agreed timeframes or provide an update on a delivery timeframe
  • support industry in resolving Superannuation Complaints Tribunal / AFCA/ Trustee complaint cases within 3 days
  • be mindful of issues and prioritise workflow accordingly. For example, prioritise extension of time to lodge requests when late system issues impact stakeholder ability to comply with a lodgment date requirement
  • use opportunities to personalise interactions and add value in the resolution of difficult or complex issues
  • negotiate and influence downstream stakeholders and subject matter experts to work towards resolution (or a timeframe for resolution of CRT escalations within agreed timeframes)
  • provide regular updates on achievement against service commitments.

Mutual agreements

Together we agree to:

  • review the effectiveness of this process through the Superannuation Administration Group (SAG) taken into account      
    • stakeholder feedback to improve the overall experience
    • changes delivered by the transition of    
      • ATO services to SBR2
      • SuperStream implementation
      • MAAS and MATS.

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