Rest Superannuation Questions & Answers

Hello Charmaine,

Thanks for reaching out to us and we're sorry to learn you're experiencing difficulty accessing your account online.

We have sent you a direct message to obtain further details.

Thanks,
Lauren

Hello Igor,

Thanks for taking the time to reach out to us.

We're sorry to learn you have experienced difficulty getting in touch with us via phone. As you can appreciate, we are currently experiencing high volumes across all contact channels and we are working on responding to all enquiries as quickly as possible.

We have responded to you via another thread and have also sent you a direct message.

Please do not hesitate to let us know if there is anything else we can help you with.

Thanks,
Lauren

Hi Jessica and Igor,

Thank you for both sharing your experiences and reaching out to us.

I am sorry to hear that you have both not been contacted by Rest as of yet.

As a breakdown, once we have received all information, you will receive a SMS letting you know the process will be 5 business days and 1-3 business days for bank processing times.

The processing times are subject to all your details being up to date. The times can be extended if details need to be updated.

In the case that we need further details, our team will contact you to request these.

Please let me know if you both have any further questions and I will be more than happy to assist you with them.

Thanks,
Makealah

Hello Rina,

Thanks for reaching out to us today.

We're truly sorry to learn you are presently experiencing hardship due to current events and need to access some of your super. We appreciate that this must be a stressful time for you and your family.

If the name on your Rest account does not match the bank account you have provided, I would recommend you reach out to our Administration team to determine whether this will have any affect on the payment of your funds.

You can reach our Administration team on 1300 300 778 today until 10pm (AEST).

Alternatively, you can utilise the 'Click to call' function in the Rest app and our customer service team can contact our Administration team on your behalf.

Please let us know if there is anything else we can help with.

Thanks,
Lauren

Hello Samantha,

Thanks for your question!

Rest banks with Westpac.

Clearance of your funds however, will be dependent your chosen financial institution.

Generally, it can take between 1-3 business days for funds to clear and appear as available in your nominated bank account.

Please let us know if there is anything else you need.

Thanks,
Lauren

Hi Samantha,
Thank you for reaching out to us.

We do aim to send an SMS, though this can vary based on the communication preference or the contact information listed on your account.
If the funds have left your Rest account, you can expect them within your bank account within 1-3 business days.
If you have any questions, our customer service team are back in the office today from 10am until 6pm AEST on messaging in the Rest mobile app and Live Chat at

I hope this clarifies this for you.

Thanks,
Alysha.

Hi Darren,
Thanks for reaching out to us!
Once you have been approved, the ATO send this to us to complete. We do check the portal the ATO uses to send the claims to us daily.
Once we have received this, it can take up to 5 business days for us to process the claim and then 1-3 for your bank to process into your bank account.

We will send you an SMS once we have processed the claim and you'll see the deduction within your account transactions.

I hope this helps!

Thanks,
Alysha.

Hello Cara,

We have responded to you in another thread and have sent you a direct message.

Thanks,
Lauren

Hi Kellie R.,

Thanks for taking the time to post your question!

Once you have received an SMS approval from the ATO, it can take up to five business days for the claim to be processed with Rest, beginning the following business day; this is dependent on the correct information being provided to the ATO at the time of the withdrawal application.
Once the funds have left your account, it can take one to three business days for the funds to be transferred to the elected bank account; these time frames are dependent on your banking institution.
You will receive an SMS confirmation from Rest once your claim has been finalised and is ready to be transferred to your bank account.

You can also ensure your contact details are up to date so you are able to receive the notifications confirming your application has been received and your funds have subsequently been released. If you do need to change your contact details you can do so by logging into MemberAccess account on our website (https://rest.com.au/super/login) or via the Rest mobile app.

Please don't hesitate to get in touch if you have any other questions or any concerns via the Rest app, our Live Chat service on our website, or by calling 1300 300 778 8am-10pm weekdays (Eastern time).

Thanks,
Hayley

Hello Donna,

Thanks for your contacting us with your question.

If you have received approval from the Australian Taxation Office (ATO) to access your super under the recently announced temporary early release of super measure; and all the details you have provided on your application match the details we have on your account (i.e. full name, date of birth and Tax File Number), we will process your application and release your funds within five business days.

Should there be any discrepancies in your details, this may extend our processing time up to 10 business days.

We will send you an SMS once your funds have been released and as such, encourage you to ensure your contact details are up-to-date so we can reach you.

You can easily confirm and/or update your details online via our secure website, MemberAccess, or via the Rest app.

Once your funds have been released, please allow between 1-3 business days for your funds to clear and appear as available funds in your nominated bank account. This time is dependent on your chosen financial institution.

Thanks again for reaching out to us today, Donna and please do not hesitate to come back to us if you have any further questions.

Thanks,
Lauren

Hello Cara,

We have responded to you in another thread and have sent you a direct message.

Thanks,
Lauren

Hi Ian,

Thank you for reaching out to Rest. I can certainly provide you information regarding accessing your super early.

The recent measures announced by the Federal Government regarding accessing your super due to the COVID-19 epidemic may be available from late April and you will be required to apply via the ATO or your MyGov account. You can find more information about this via the link below: https://www.ato.gov.au/Individuals/Super/In-detail/Withdrawing-and-using-your-super/COVID-19-early-release-of-super/

If you haven't reached your preservation age or age 65, generally super cannot be accessed until you:
- Pass away or become totally and permanently disabled;
- Are diagnosed with a terminal illness with a life expectancy of less than 24 months;
- Leave or change your employer and your preserved benefit is less than $200;
- Are a temporary resident permanently leaving Australia;
- Have been receiving Centrelink payments for 26 consecutive weeks (or 39 weeks if you have reached preservation age) and are eligible under Financial Hardship; or
- Satisfy the Australian Taxation Office (ATO) that your super should be released under compassionate grounds.

You can locate the accessing your super early fact sheet for more information here: https://www.rest.com.au/NEW-Document-library/Factsheets-and-Brochures/Member/Accessing_your_super_early_FactSheet.pdf?ext=.

If you meet the eligibility for compassionate grounds, applications are made through the ATO. You can find out how to make this application here: https://www.ato.gov.au/Individuals/Super/In-detail/Withdrawing-and-using-your-super/Access-your-super-early/

I hope this information helps you. Feel free to send through a private message if you have any further questions Ian.

Thanks,
Mikaela.

Hello Cara,

We have responded to you in another thread and have sent you a direct message.

Thanks,
Lauren

Hello Davinder,

Thanks for reaching out to us with your question and we appreciate this is an uncertain time for many of our members.

I can confirm that on 22 March 2020, the Australian Government announced a plan that may enable members to access their super early under these extraordinary circumstances.

There are also other new financial benefits the Government has offered including an increased JobSeeker payment.We would encourage members to consider accessing their super as a last resort only if they really need it.

Removing super from your account now could leave you worse off in the long run. Furthermore, any insurance cover you have may end if there isn’t enough in your account to cover insurance premiums.

But if you need to access your super under this new arrangement, we will be ready to support you.

Eligible individuals will be able to apply online to access up to $10,000 of their super before 1 July 2020. They will also be able to access up to a further $10,000 from 1 July 2020 until 24 September 2020.

To apply for early release you must satisfy any one or more of the following requirements:

- you are unemployed; or

- you are eligible to receive a jobseeker payment, youth allowance for jobseekers, parenting payment (which includes the single and partnered payments), special benefit or farm household allowance; or

- on or after 1 January 2020: you were made redundant; or your working hours were reduced by 20 per cent or more; or if you are a sole trader your business was suspended or there was a reduction in your turnover of 20 per cent or more.

People accessing their super will not need to pay tax on amounts released and the money they withdraw will not affect Centrelink or Veterans’ Affairs payments.

Please be advised you will be able to apply for early release of your super from 20 April 2020.

If you're eligible for this new ground of early release, you can apply directly to the Australian Taxation Office (ATO) through the myGov website:
www.my.gov.au

You will need to certify that you meet the above-listed eligibility criteria.

You can also now register your intent to claim with the ATO via the above website.

You will be notified via myGov within 2-3 days as to whether your application has been approved or rejected by the ATO, once your application has been completed and all required information received.

Please note that submission of an incomplete application may increase the time it takes the ATO to review your application.

Please then allow between 5-7 business days for us to receive the ATO determination and your application details and process payment of your funds.

Once your funds have been paid by Rest, it can take between 1-3 for these funds to clear and appear as available funds in your nominated bank account. This time frame is determined by your chosen financial institution.

For more information on the Australian Government’s economic response to the coronavirus visit https://treasury.gov.au/coronavirus

We understand we have provided a lot of information above, so please, take your time and do not hesitate to let us know if you have any further questions, Davinder.

Thanks,
Lauren

Hi Larry,

I'm sorry to hear of your situation currently. Yes, that’s correct the new early release being introduced by the government will become available on April 20th.

To apply for this version of early release you must satisfy any one or more of the following requirements:
- you are unemployed; or
- you are eligible to receive a job seeker payment, youth allowance for jobseekers, parenting payment (which includes the single and partnered payments), special benefit or farm household allowance; or
- on or after 1 January 2020: you were made redundant; or your working hours were reduced by 20 per cent or more; or if you are a sole trader your business was suspended or there was a reduction in your turnover of 20 per cent or more.

If you are eligible for this new form of early release, you can apply directly to the ATO through the myGov website: www.my.gov.au

Thanks,
Joshua

Hi Phillip,

Thanks for contacting Rest.

Our 3 star rating is based on the reviews which our members have provided us with.
We aim to assist our members as best as we can and resolve any enquiries which they may have.
We encourage our members to post their reviews as we would love the opportunity to assist our members further and provide a resolution.

Thanks,
Makealah

Hi Barbara,

I can certainly understand your concern, many members have had these same questions in the past weeks.

Unfortunately, access to your superannuation is quite restricted until you reach retirement age.
If you meet any of the following conditions of release you may be able to access some of your funds:

- You have retired (i.e. reaching preservation age and you have genuinely retired or on or after reaching age 60 and you cease employment)
- You have reached preservation age and commence a transition to retirement income stream
- You have reached age 65
- You are diagnosed with terminal illness with a life expectancy of less than 24 months
- You become totally and permanently disabled
- You are temporarily disabled
- You satisfy severe financial hardship requirements
- You meet the Australian Taxation Office rules around early release of your super on compassionate grounds
- You've left your Rest employer and your account balance at the time of leaving is less than $200 or
- You are an eligible temporary resident permanently departing Australia (excludes New Zealanders).

There are cashing restrictions on the amount you can access with some conditions of release.
For more information read our Accessing your super early factsheet: https://rest.com.au/understanding-super

In addition to these methods, if you have insurance cover associated with your Rest account or a third party you may be eligible to make a claim. Income protection cover for example will cover you in the event you are sick or injured and unable to work. However, there is a waiting period of 60 days associated with receiving income protection payments.

Thanks,
Joshua

Hello Phillip,

Thanks for reaching out to Rest.

I do apologise for the delay in our response to your questions, and for any confusion or inconvenience this may have caused you.

I appreciate the information you have provided to me. Unfortunately, I do not know all the answers to your questions just now, and I would hate to advise you of the incorrect information.

In this case, I believe that our Insurance team would be able to assist you further, so I have sent an email on your behalf, asking for their assistance with answering your questions, and to help us provide some clarity for you.

As it is the weekend, our Insurance team is not in at the moment. We will contact you here as soon as we have any additional information for you.

Thanks,
Makealah

Hi Sandra,

I am so very sorry to hear you and your husband are going through such a hard time. This must me very stressful for you both.

I can give you some information on this and would like to suggest that if you feel any of the following may suit your situation, then to please get in touch with either our LiveChat team or give us a call; our agents will be able to give you further information and run through any specific questions you may have.

In order to withdraw your super you must meet one or more of our conditions of release.

Please see below for Rest's Conditions of Release:
- Reach age 65, or stop working on or after age 60
- Retire permanently from the workforce after reaching your "preservation age"
- Reach your preservation age and receive super benefits in a pension whilst still working (TTR)
- Become permanently incapacitated
- Are diagnosed with a terminal illness with a life expectancy of less than 24 months
- Leave or change your employer and your preserved benefit is less than $200
- Are a temporary resident permanently leaving Australia
- Satisfy the relevant Australian regulatory body that your money should be released for compassionate reasons.
- Financial hardship as defined by the ATO

Below is a link to our early release factsheet, this may also provide some clarification:
https://www.rest.com.au/NEW-Document-library/Factsheets-and-Brochures/Member/Accessing_your_super_early_FactSheet.pdf?ext=.

The following is not a Rest subsidiary but may be of some help regardless.
There is a free financial counselling service available over the phone. They can assist you with managing your debts and ensure you are receiving all you are entitled to. The service is called the National Debt Helpline and their number is 1800 007 007.
They operate from 9.30am to 4.30pm AEDT Monday to Friday.

I know it may not feel like an ideal option however they are quite good at finding services in your area that can align with your personal needs and situational goals.

Please get back to us when you have the chance so that we may possibly assist you Sandra.

Chat to us online via between 8am 10pm weekdays, 9am 6pm Saturday and 10am 6pm AEDT Sunday.
Or, if you’d like to speak with us, you can call us on 1300 300 778 between 8am 10pm AEDT weekdays

Thanks,
Jessie.

Hello Ritagrech,

Thanks for reaching out to Rest!

To be able to withdraw your funds, we do require our members to meet our conditions of release, be approved for Compassionate Grounds release or have been receiving Centrelink Benefit payments for a certain amount of time.

You can view our conditions of release below:

Please see below for Rest's Conditions of Release:

Reach age 65, or stop working on or after age 60

Retire permanently from the workforce after reaching your "preservation age" (see below)

Reach your preservation age and receive super benefits in a pension whilst still working (TTR)

Become permanently incapacitated

Are diagnosed with a terminal illness with a life expectancy of less than 24 months

Leave or change your employer and your preserved benefit is less than $200

Are a temporary resident permanently leaving Australia

Satisfy the relevant Australian regulatory body that your money should be released for compassionate reasons.

If you were born after 1st July 1960 then your preservation age is as follows:

*1 July 1960 to 30 June 1961 = 56

*1 July 1961 to 30 June 1962 = 57

*1 July 1962 to 30 June 1963 = 58

*1 July 1963 to 30 June 1964 = 59

*1 July 1964 or after = 60

If you meet our conditions of release, you can start a withdrawal through the link below:
https://rest.transactcentral.com/RESTSuper/servlet/SmartForm.html?formCode=benefitpaymentformpu&_ga=2.128265676.1548899559.1583723103-1396328381.1577159195&_gac=1.61698526.1583564499.Cj0KCQiAhojzBRC3ARIsAGtNtHVn7NBfmQvGEa6pCAG3hXaCa7gZL48dU1LDqaBPcvuw1rTbOouIgYcaAkxEEALw_wcB

I have provided a copy of our Accessing your super early factsheet, in the link below:
https://rest.com.au/NEW-Document-library/Factsheets-and-Brochures/Member/Accessing_your_super_early_FactSheet.pdf?ext=.

I hope this helps.

Thanks,
Makealah

Hi Georgia,

I'm sorry that you were not happy with our service. We do try to keep our admin fees competitive and as low as possible, currently our admin fee for Rest Super and Rest Corporate accounts is only $1.30 per week + 0.1% of the account balance per annum.

We do our best to ensure members are aware of all the costs associated with their account. If you were having problems or have any confusion regarding your account, and the associated fees we would be happy to look into this for you.

You can reach us online via our live chat service:
We are available between 8am - 10pm Monday to Friday, 9am - 6pm Saturday and 10am - 6pm Sunday AEDT

Alternatively, you can contact us on 1300 300 778 between Monday and Friday.

Thanks,
Joshua.

Hi Summer,

While access to your superannuation is generally restricted until Retirement age, there are options available for withdrawing your superannuation early.

You can find the full details in our Accessing your super early factsheet here: https://www.rest.com.au/understanding-super

Thanks,
Joshua.