Like many other funds, AUSfund has been overwhelmed at the response to the new COVID-19 early release scheme. Our contact centre is experiencing unprecedented volumes of calls and our wait times to speak with an operator are currently more than an hour long.
We understand that this creates unnecessary stress for members who are already doing it tough and we’re very sorry for this poor experience. We know you urgently need your payment and we are doing whatever we can behind the scenes to provide additional avenues to help you with your enquiry.
If you’re calling to check on the status of your COVID-19 claim and it has been less than 5 business days since the ATO approved your application, please be assured that processing is underway. We may even have completed the claim and the money is with your bank waiting to be put into your account.
You can register for Member Online to see whether the money has left your AUSfund account.
If you did not receive a text from us when we received your application from the ATO, chances are that we don’t have your current mobile number. You can use Member Online to update your contact details so we can notify you once your claim is complete.
We ask you to please wait the full 5 days before calling us about the status of your claim.
If it has been longer than 5 business days and you haven’t heard from us or received your money, there might be an issue with your payment and we’re unable to contact you to resolve it. Again, we request that you check your details in Member Online before calling AUSfund.
If you don’t want to wait on hold and your question can be answered via email, you can email us at email@example.com.
You can also use the Member Enquiry form on our Contact Us page to direct your question to a dedicated team set up specifically to manage your COVID-19 claim questions. They will respond to you via email or escalate your enquiry if they are unable to assist.