#7. Co-hosts Sarah Penn and Neil chat with Marnie Ryan, head of product innovation and enablement at AP+ (formerly NPP Australia). We cover:

• NPP and Superannuation: From 1 July 2026, funds must accept real-time payments via the New Payments Platform (NPP)—mandatory, and separate from Payday Super legislation.
• Modernising Payments: Transition away from BECS is set for 2030. Super funds need to get ready to shift from batched, delayed payments to instant, always-on transactions.
• Reconciliation Revolution: NPP upgrades solve historic problems with payment reference numbers, making reconciliation faster and easier—especially important for super contributions.
• Pilot Programs in Action: Leading funds and clearinghouses are already piloting real-time payments, so the future is now.
• Fraud and Security: New features like confirmation of payee and PayID add extra layers of trust and validation for fund rollovers and member withdrawals.
• Getting Ready: Execs should engage tech, ops, and employer services teams now. Start talking to your bank and payment partners to understand your platform readiness.
• Member Experience: Real-time payments create new member expectations. Faster clearing and instant notifications can improve trust and encourage members to check contributions more often.
• Innovation Pipeline: Expect more streamlined experiences with products like PayTo, reducing manual entry and making top-ups or pension drawdowns seamless—24/7, even at year-end crunch time.

Key takeaway: Don’t wait for legislation—engage with your banking and payment providers now to be NPP-ready before the 2026 deadline.

#6. Co-hosts Sarah Penn and Neil Benson break down the latest news and debates in the superannuation sector. We cover:

• Legislative inaction: Despite big talk from government and industry summits, there’s little movement yet on significant superannuation or tax reforms.
• Super funds vs. ATO: HESTA and ART are taking legal action against the ATO over imputation credits, fighting for millions owed to members and highlighting rare but bold fund challenges to regulators.
• Performance test wrap-up: All 54 MySuper products passed this year, signaling improved standards, but some products—especially trustee-directed ones—remain borderline or repeatedly fail.
• Product closures and member impact: Funds are reviewing and closing underperforming or underutilized investment options, which can be challenging for members accustomed to “set and forget” strategies.
• Housing investment hurdles: Discussion on the role of super funds in addressing the housing crisis; fund appetite tempered by regulatory barriers and the lack of collaborative investment pathways with government and global partners.
• Retirement income guidance: Treasury’s draft guidance pushes funds to segment retired cohorts, but Sarah questions the practicality when funds lack access to broader financial data like Centrelink or home ownership.
• Annuities debate: Despite financial wellness benefits, annuities have an image problem and low demand, with Sarah arguing sales challenges outweigh consumer appetite, while Neil remains optimistic for innovation.
• Data-driven advice barriers: Funds can’t access enough external data to offer holistic advice; calls for leveraging consumer data rights and streamlining processes to improve member outcomes and reduce advice costs.
• Rethinking member engagement: The importance of designing processes that help customers provide funds with the right information, enabling more effective support and digital solutions.
• Upcoming events: Recommendations for FSC’s retirement conference, member engagement forums, and the ASFA conference on the Gold Coast.

This episode unpacks systemic friction points in super—from regulatory reform and investor confidence to practical hurdles in retirement solutions and member support.

#5. Co-hosts Sarah Penn and Neil Benson chat with Heather Gray, Lead Obudsman, Superannuation at Australian Financial Complaints Authority. We cover:

• Complaints as Feedback: Complaints are valuable for identifying service improvement areas, even though funds aim to minimize them.
• Drop in Insurance Delay Complaints: There has been a notable reduction (39%) in complaints about delays in insurance claims within super funds, indicating successful improvements.
• Importance of Communication: Clear and timely communication—especially during incidents like cyber attacks—is critical in maintaining trust and managing complaints.
• Systemic Issues vs. Human Error: Sarah is surprised to learn that maybe a high proportion of human error-caused complaints is actually right!
• Data Usage: Complaint data is transparent and shared with trustees, allowing for benchmarking and industry-wide improvement.
• Rising Member Expectations: Members now expect higher service standards from funds, paralleling experiences in other industries.
• Clarity in Correspondence: Superannuation communications need to be clear, tailored, and actionable to prevent confusion and reduce complaints.

#4. Sarah Penn (CEO of Mayflower Consulting) and Neil Benson (CEO of Superware) discuss the latest news and views affecting Australian superannuation professionals.

• AFCA Complaints Down: Overall complaints about financial services are down 4%, with superannuation-specific complaints dropping a huge 16%. Notably, complaints about claims handling fell by 39%, signalling real operational improvements across the industry.
• DDO & “Reasonable Steps” Under the Microscope: Design and Distribution Obligations (DDO) have moved the focus from “buyer beware” to responsible design and distribution. Expect ASIC to sharpen its scrutiny—not just on disclosures (like TMDs), but on product distributors and the steps funds take to ensure their products reach the right consumers.
• The FAR Era Begins: The Financial Accountability Regime (FAR) is now live, bringing tough new documentation and accountability standards for executives. The need for clear, demonstrable “reasonable steps” is real—so now’s the time for internal checks and keeping your house in order.

We also touched on the value of finishing what you start (hello, RG146 training!) and managing those ever-spinning plates. And if you’re in the document weeds, don’t miss the PDS Manager Roundtable coming up in August.

#3. Sarah Penn (CEO of Mayflower Consulting) and Neil Benson (CEO of Superware) discuss the latest news and views affecting Australian superannuation professionals.

• Do we really care about 1 year fund returns or is it just marketing?
• Binding death benefit nominations - don't write 100.00%
• Sarah was at risk conference so wants to talk it.
• When good intentions end badly and what we can learn when it all goes sideways

Big ideas:

• the bow tie of risk management - example here: https://www.manycaps.com/blog/risk/8-steps-to-bow-tie-analysis.
• Neil has a new complaints scorecard tool: https://superware.ai/financial-services/complaints-scorecard

That Super Show

• Follow That Super Show on LinkedIn
• Visit That Super Show website

Sarah Penn, CEO of Mayflower Consulting

• Connect with Sarah on LinkedIn
• Follow Mayflower Consulting on LinkedIn
• Visit Mayflower Consulting's website

Neil Benson, CEO of Superware

• Connect with Neil on LinkedIn
• Follow Superware on LinkedIn
• Visit Superware's website

Recommendations:

• Coaching real leaders podcast https://hbr.org/2020/12/podcast-coaching-real-leaders
• Relay.App for creating AI agents: https://relay.app

#2. Sarah Penn (CEO of Mayflower Consulting) and Neil Benson (CEO of Superware) discuss the latest news and views affecting Australian superannuation professionals.

NEWS:

• APRA on the warpath re fund expenditure. "Where APRA identifies practices which fall short of legal requirements, APRA will utilise the full range of its powers to hold an RSE licensee accountable."
• Super funds on track for 3rd consecutive year of robust returns. AMP includes crpyto in it's super portfolio.
• ATO approves NPP as payment method for payday super.

BIG IDEA:

• Framing, and why it matters in super

OUR RECOMMENDATIONS:

• Sarah recommends 'Coaching real leaders' HBR podcast.
• Neil recommends fyxer.ai to help manage and write emails for you (but just be careful it doesn't create more work for you!)

That Super Show

• Follow That Super Show on LinkedIn
• Visit That Super Show website

Sarah Penn, CEO of Mayflower Consulting

• Connect with Sarah on LinkedIn
• Follow Mayflower Consulting on LinkedIn
• Visit Mayflower Consulting's website

Neil Benson, CEO of Superware

• Connect with Neil on LinkedIn
• Follow Superware on LinkedIn
• Visit Superware's website

#1. #4. Sarah Penn (CEO of Mayflower Consulting) and Neil Benson (CEO of Superware) discuss the latest news and views affecting Australian superannuation professionals.

NEWS:

• Div296/$3m super tax/unrealised gains
• tax benefits from super more than cost of age pension system
• APRA tells funds to get on with consider MFA
• impacts of super AML exemption
• Joe Longo (ASIC Director) tells super directors to do better
• And speaking of directors, CPS510 (Governance) out for consultation
• Quality of Advice review - second tranche of legislation finally on the way

BIG IDEA:

• how to successfully navigate a business case for software when the outcome isn't certain (because it never is)
• how to manage up - HBR Women at Work podcast

RECOMMENDATIONS:

• nominate yourself or someone else for an award. It's worth the effort.
• IBR Annual Future Risks 2025: Superannuation Risks and Governance Conference, 9-10 July 2025, Sydney. Register here.

That Super Show

• Follow That Super Show on LinkedIn
• Visit That Super Show website

Sarah Penn, CEO of Mayflower Consulting

• Connect with Sarah on LinkedIn
• Follow Mayflower Consulting on LinkedIn
• Visit Mayflower Consulting's website

Neil Benson, CEO of Superware

• Connect with Neil on LinkedIn
• Follow Superware on LinkedIn
• Visit Superware's website