“Once they’ve done the DFP, they’re equipped to know exactly how far they can go within the total advice context,” O’Flaherty said. If a member asks how they can best enhance their end benefit, Super SA’s call centre staff will discuss in detail how features like pre-tax contributions or different investment choice options will work, and transcribe the options discussed into a ‘Member Solutions Statement’ which is then mailed to the member.

Requests for investment advice outside the realm of Super SA are referred to Industry Funds Financial Planning. O’Flaherty said it needed to be clear that a member had not been “told” to do anything, only had options recommended, and the twin protections of a minimum DFP qualification for call centre staff, and getting everything in writing, had proved sufficient for his fund.