APRA took action again superannuation giant HESTA today, ordering the fund to undertake independent reviews into board governance and risk management after finding its "severe, prolonged" service outage earlier this year "caused direct harm to members".
HESTA chief executive Debby Blakey said the fund took the matters raised by APRA "very seriously and are cooperating fully with the regulator to resolve them".
Consumer advocates were scathing of HESTA's communications with members and conduction during the period of disruption.
On Thursday, Super Consumers Australia welcomed the imposition of licence conditions by APRA.
"This raises serious concerns about the HESTA board and executive's ability to look after their members. HESTA caused serious harm by failing to deliver basic services, with many unable to contact their fund for months," the group's chief executive Xavier O'Halloran said.
"People lost access to their money, faced extreme uncertainty and wasted time because of these failures.
"We heard from one grandmother who was forced to pick up her grandchildren on a bike after she was unable to access her money at HESTA to pay for urgent costs after her car broke down."
Mr O'Halloran said it should be "a lesson to all funds going through similar transitions, they need to put members' interests first and properly resource their customer service".
Super Consumers called on the federal government to implement mandatory customer service standards in super, "to send a clear message to funds that they need to lift their standards or face serious repercussions".
Read more from Adelaide Miller, who has been following the story since April: