Introducing our Service Promise: Members First, Always

At NGS, we’re committed to ensuring that our members are at the centre of everything we do. That’s why we’re proud to introduce our service promise – Members First, Always – a commitment designed to ensure we are delivering an exceptional and more personalised experience for all our members.

Why we created the service promise

Member feedback is critical to our decision making, and over time, we have heard your thoughts on the things we do well, and the areas we can improve.

Whether it is accessing your account, navigating the complexities of super, or simply feeling understood when you contact us, we know there’s always ways we can do things better.

The service promise is our way of reinforcing this commitment. The service promise delivers a clear, transparent standard about what you can expect when dealing with us and reflects our core value of putting members first.

What is the NGS service promise?

Our promise is Members First, Always - it means that we’ll deliver personalised services and support at the times and in the ways that suit you best. Put simply:

• We're here to help
• We care about you
• We'll answer your questions

What this means for you as a member

Our goal is to make managing your super as easy as possible. Whether you are planning for retirement, assessing your insurance options, or just looking for clarity about how super works, we aim to deliver a service that is responsive, reliable, and focused on what matters to you.

The service promise is embedded into our operations and reporting structures, and we will regularly update you on how we are performing against measures that include:

• Answering calls quickly and efficiently and being able to resolve your enquiries during first contact.
• Assessing, and paying insurance claims as quickly as possible.
• Continuing to meet with as many members as possible to help meet their financial goals.
• The number of education sessions we hold, and more.

Why is the service promise important to NGS?

These measures reflect the level of care and support we believe will make a difference to our members and their financial well-being. Because our members come first, our ongoing commitment to service excellence is a priority for the team at NGS. Member First, Always is the bedrock of a multi-year program of initiatives that will continue to invest in member servicing.

How can you stay up to date with how we’re tracking on our promise?

We will be reporting on how we are tracking, including the speeds of answering calls, meeting with members and more. We believe in transparency as well as your feedback. We want to hear what we can do better and, most importantly, how we can help you.

Connect with the NGS team

Chatting with a Super Specialist could be the right option if you're looking to delve a little deeper than a quick phone call but don't need an entire financial plan. Our Super Specialists can help answer questions about your super, investments and insurances. Whether you're at the start of your career journey, approaching retirement or anywhere in between, the team is here to help.