Case 1: When it comes to switch requests - timing is of the essence. Prior to 3.00pm, the member tried to fax an investment switch request to the trustee. He regularly made such requests and knew the trustee's policy was any requests received before 3.00pm were transacted at that day's unit price and any requests after 3.00pm, at the following day's price. This process stopped members from gaming the system by knowing the closing price before transacting. Forward pricing is standard industry best practice. Shortly before 3.00pm the member phoned the trustee's call centre staff and explained that he had...