In 2019, superannuation trustees faced a new communications challenge: how to help affected members understand and, if appropriate, respond to the PYSP reforms. The fact that many of the members impacted had inactive or low balance accounts made this task all the more difficult. Many members responded to communications about the changes. While there were a range of reasons why, their response emphasised that communications to members do matter. It reminds us that a trustee’s mindset about communications needs to focus on its members, not just its strict compliance obligations. As you know, the Government introduced the Treasury Laws Amendment...