Social impact
Social impact
Making a difference to our customers’ lives is at the heart of what we do at MMS. Across each of our brands, we deliver on this purpose by providing solutions in making complex matters simple.
Social impact at MMS
Supporting our customers
At MMS we are proud to help over 500,000 Australians as their trusted partner with simple and tailored solutions.
We continued to focus on our strategic priorities:
- Excelling in customer experience
- Driving simplicity and technology-enablement
- Deliver valued solutions
In 2025, the Group completed the multi-year Simply Stronger program, delivering enhanced customer experiences, superior digital solutions and technology-enabled productivity to support long-term growth. We introduced new digital solutions, including MyMaxxia and MyRemServ apps. These solutions were well received with strong digital adoption and high star app store ratings. The rollout of Oly also broadened the novated market for MMS to small and medium business (SME) employees.
During the year we remained focused on creating positive outcomes and adding value for all our customers, although there are times when our customers didn’t feel that our service meets their expectations. MMS' Customer Advocate is an internal resource that sits independently of the Group's operational teams and operates with the full authority of the CEO. This resource is available to our customers and provides a voice for customers helping promote fair, impartial and reasonable customer outcomes.
In FY25 complaints received remained consistent with the prior year. 99% of complaints this year were resolved internally, which is consistent with the prior two years. The satisfaction of our customers is a strategic priority for MMS, we will continue to focus on providing a complaints process that is fair and reasonable.
Supporting our communities
Our business directly impacts people working in not-for-profit, government and community service organisations and people living with disabilities.
Our MMS community investment program aims to positively impact the communities in which we operate.
1. Supporting the integral work our clients, customers and partners do in their communities.
We are proud of our people who support our clients’ community work during the year by taking part in initiatives such as fundraisers, conferences, sponsorship of community events, staff reward recognition and development programs.
- Supporting Advanced Caregiver Education via the development of a Virtual Clinical Academy. Providing nurses, allied health professionals and patient care assistants with cutting-edge education and training, equipping them with the skills, knowledge and expertise to deliver exceptional, compassionate and mission-driven care for patients.
- Helping to raise $350,000 for one of Victoria’s largest health provider’s surgical robotic program, which aims to transform patient outcomes with greater precision and faster recoveries.
- Supporting our front-line police officers by raising vital funds for not-for-profit organisations that provide emotional, mental and financial support for current and former police officers as well as families of officers that have lost their life.
2. Contribute to the communities in which we operate.
We encourage our people to contribute to community activities and causes through various staff engagement and fundraising initiatives. These initiatives give our people the opportunity to hear and learn from their colleagues and external speakers with lived experience and contribute via voluntary donations and volunteering. Eligible employees are entitled to one paid volunteering leave day per annum to participate in volunteer work for charitable and not-for-profit organisations, including our clients. Some of the staff engagement initiatives and volunteering activities during the year included:
International Day of People with Disability
- Lunch and learn webinar hosted by our CEO Plan and Support Services, Verity Gilpin, who spoke with guest speaker Sam Longmore from Ohh Bulldust. Sam lives in rural NSW, runs a successful small business and is a world champion disabled water skier and disability advocate. Sam shared the life-changing outcome following two car accidents in one night and how she has overcome challenges that life has thrown at her.
- Our Plan Tracker team hosted sensory-friendly Santa photo sessions in Newcastle and the NSW Central Coast. For many families, this marked the first opportunity to enjoy a holiday tradition that had previously been out of reach due to sensory sensitivities. The environment was carefully tailored—quiet, calm and free from flashing lights and music—creating an enjoyable experience for all.
Greenfleet tree planting
- Using their volunteering leave, MMS employees participate in Greenfleet tree planting events each year. In FY25, our people joined tree planting events in Queensland on Yuggera Country and Dharawal Country in NSW to help plant over 1,000 native plants at each site. On Boonwurrung Country in Victoria volunteers contributed to creating 3.5 kilometres of contiguous koala habitat.
Accessibility and Inclusion
In June 2022, MMS launched our Accessibility and Inclusion Plan (AIP), which aims to enhance accessibility of our products, services and workplaces for people living with disability and their carers. Through our AIP Working Group we have implemented and progressed the focus areas and deliverables outlined in the AIP Plan. The AIP Working Group, led by Verity Gilpin CEO PSS, has developed MMS’ second AIP Plan, which is informed by the outcome of MMS completing the Australian Disability Network’s Access and Inclusion Index and input from the Australian Disability Network.
Our PSS team partners with several PSS customers to help advance disability awareness in the workplace. We were also very proud to partner with Wheelchair Rugby Australia through Plan Partners and sponsor the 2025 Santos Wheelchair Rugby World Challenge – held in Adelaide. Our sponsorship offered a high-impact platform to celebrate sporting excellence and deepen engagement with the disability community. The event goes far beyond the game. The Rugby World Challenge is a celebration of community — a vibrant network of players from Australia, Brazil, Canada, Germany, New Zealand to name a few, coaches, organisers, volunteers, families and supporters who bring it all to life. It's an opportunity to recognise and honour everyone who makes it all possible.
By working together with Wheelchair Rugby Australia, we aim to help break down barriers and build a future where everyone can participate, feel valued and reach their full potential.
Reconciliation
Reconciliation
Since launching our Reflect RAP in June 2022 we have completed the actions and deliverables we set. Our RAP Working Group, led by Donna McLaren Regional Manager Client Relationships, have developed MMS’ Innovate RAP, including a bespoke artwork which depicts MMS’ next chapter in our reconciliation journey. Our RAP Working Group reports to the MMS Sustainability Committee and is a cross-functional and passionate team who champion reconciliation at MMS. The Working Group includes a First Nations employee who helps guide our work in this area.
We continue to build on the foundations of our Reflect RAP and during the year we provided opportunities for our people to learn and understand more about First Nations culture.
- For NAIDOC Week 2024 we hosted art workshops where our people learnt about the meaning of symbols that have been used in Indigenous artwork for thousands of years and created their own artwork.
- During National Reconciliation Week (NRW) 2025 we shone a light on First Nations storytelling, astronomy and Indigenous ingredients.
- A First Nations astronomer joined us for a lunch and learn where he shared his passion, knowledge and culture as it relates to astronomy, stars and the night sky.
- We profiled traditional First Nations stories and hosted a staff bakeoff competition using traditional First Nations ingredients.
- Our RAP Working Group participated in a learning opportunity facilitated by the Koori Heritage Trust focused on Cultural Safety building on prior Cultural Awareness training.
We know that reconciliation takes more than the actions undertaken during NRW and NAIDOC weeks. MMS is committed to supporting reconciliation and are proud to have released our Innovate RAP.