delivering service that makes a difference

Providing great service is one of our most important priorities — and at HESTA, we’re raising the bar we set for ourselves. We’re continuously monitoring and improving our service levels so we meet members’ needs and expectations not just today, but for the long term. Because great service isn’t just about speed; it’s about relevance, accuracy, and ease — so you feel confident at every step.

our focus on what matters to you

We know that when life gets busy, quick access to clear information matters. Here are some of the improvements we’ve made over the past few months.
 

Contact centre call wait times reduced

We’ve made enhancements at our Contact centre to significantly reduce our wait times, so you can get the help and guidance you need more quickly from real people who care.
 

Supporting members take their next step to an income stream 

We launched an improved digital journey for members who want to open an income stream account, to support you as you move into retirement.
 

Digitising key benefit payment forms

We’ve digitised our key benefit payment forms and removed unnecessary complexity to make it faster and easier to access your money when you need it. And because we don’t want paperwork to hold you back: our dedicated outbound call team is proactively contacting members if more information is required — so more money goes to members, sooner, at the moments that matter most.

Members are telling us the real impact these improvements are having and this feedback inspires us to keep improving.

Our goal is simple: to make sure you have the information and support you need — delivered in a way that feels personal, relevant, and designed around you.

face the future with confidence

Staying with HESTA means staying with a fund that invests in making your experience easier and more empowering. With clearer guidance, simpler processes, and proactive support, you can feel:

• confident making informed decisions about your super and retirement planning
• connected to a team that’s here when you need us
• well-prepared for the future, no matter your stage of life.

We’ll keep refining and expanding our services so you feel confident, connected, and ready for what’s next. Every improvement is made with members front of mind — to help you stay on track, stay supported, and stay with a fund that puts your needs first.