Update on superannuation underpayments for Open Arms Providers

The APS has been actively following the concerns related to unpaid superannuation amounts for psychologists who provided services for Open Arms – Veterans and Families Counselling Service, formerly Veterans and Veterans’ Families Counselling Service (VVCS) dating back to 2012.  

Six months ago, we contacted the Hon Matt Keogh MP, Minister for Veterans’ Affairs, requesting an investigation into these matters and any steps being taken to address superannuation underpayments within Open Arms.  

We are pleased to share an update for those members impacted by this situation. 

What members told us 

Although this issue became known to the public in December 2024, this matter was still unresolved when we contacted the Minister’s office last year, with large amounts of superannuation still not recovered by those to whom the payments were owed. 

APS members reported a number of concerns related to this matter such as: 

• a lack of transparency about the amount of superannuation owed to individual providers; 

• only part-payments provided where there is clarity around the amount owed; 

• a lack of action around the provision of payments in the absence of providers contacting Open Arms; and 

• little information or transparency provided even when clarification regarding outstanding payments has been requested. 

These unresolved matters continue to cause distress and uncertainty for affected providers, many of whom have served Open Arms with dedication over many years. 

The response 

We received a reply from the Hon Matt Keogh MP, Minister for Veterans’ Affairs this week acknowledging the distress and uncertainty the lack of resolution of this issue has caused and providing the following updates: 

• The Department of Veterans' Affairs (DVA) has worked closely with the Australian Taxation Office (ATO) since July 2024 to make payments to Outreach Providers in line with requirements under the Superannuation Guarantee Charge (SGC) process.  

• DVA completed their first SGC statement submissions to the ATO in March 2025.  

• DVA submitted further SCG amendments to the ATO in June 2025, September 2025, December 2025 and February 2026.  

• For some Outreach Providers, a portion of superannuation owed to them is required to be paid directly by DVA to their superannuation fund, and not by the ATO. DVA commenced paying those affected providers in August 2025. 

• For those without an active superannuation fund, DVA commenced the payment of superannuation directly to bank accounts in December 2025.  

• In our letter to the Minister, we expressed concern that some Outreach Providers have only received part of their payment. The response we received explained that this is because, in some instances, the superannuation payment is split between the ATO and DVA. Additionally, where part of a total sum of owed superannuation is finalised, DVA will pay that partial amount immediately rather than waiting for other periods to be prepared, resulting in multiple payments.  

The ATO provides confirmation notices to Outreach Providers once contributions are sent to their superannuation fund. Moving forward, Open Arms will also include reminders about potential superannuation eligibility in communications to Outreach Providers. 

What next? 

While we welcome this response, we are also aware that many of our members are still waiting to be contacted directly and provided with clear, itemised information regarding any amounts owed.  

A transparent and timely process for remediation is also yet to be established. 

We intend to follow up with DVA and will continue to press for clarity and transparency. We’ll keep you informed of any further updates as they become available. 

Meanwhile, DVA encourages any members with specific questions or concerns to contact the Outreach Provider superannuation team directly at the following email address: [email protected].