UniSuper recently experienced a three-day disruption in its online account services. The company clarified that the problem arises from a glitch with their third-party cloud provider, Google Cloud. The service provider has assured them it was an isolated incident and not the result of a cyber-attack. UniSuper advised member data to remain secure throughout the outage and that they are actively collaborating with Google Cloud to restore services. Though they couldn’t provide a precise timeline for resolution yet.
During the outage, UniSuper members, as well as the fund’s contact center staff,faced difficulties in accessing information regarding deposits and balances. Some members expressed frustration over the lack of timely communication. The Financial Services Union (FSU), advocating for members, described the incident as a significant network outage affecting various internal systems. FSU raised concerns about recent outsourcing decisions impacting the fund’s ability to address such issues efficiently.
Nicole McPherson, FSU’s national assistant secretary, highlighted the potential risks posed to both staff and fund members due to outsourcing practices. Meanwhile, emphasized the urgent need for UniSuper to communicate effectively about the outage’s implications. FSU sought immediate briefings from UniSuper executives to address the situation comprehensively.
While specific technical details regarding the incident were not disclosed. The relevant regulatory bodies, such as the Australian Prudential Regulation Authority (APRA), are aware of the situation. While not mandatory, companies under APRA oversight often voluntarily share information concerning incidents or system resilience. Though it remains unclear if such sharing has transpired in this instance.
