The Pensions Administration Standards Association (PASA) has published interim guidance aimed at supporting administrators, providers, and service centres with responding to member questions about pensions dashboards.

The guidance includes a set of frequently asked questions and suggested responses for organisations to use when talking to members about dashboards.

It noted that, as the launch of the government-backed MoneyHelper dashboard draws nearer, members will be expected to become increasingly aware of dashboards.

The guidance has been designed to help organisations respond clearly and consistently to member enquiries, and support simple and factual conversations.

Common questions in the guidance include who pensions dashboards are for, what information they will show, when they are expected to be available, how saver data will be protected, and how individuals can start tracing pensions now.

It also urges members to keep their personal details up to date with schemes and providers ahead of the launch of dashboards, and signposts those wanting to trace pensions now to existing resources.

PASA said the guidance should be treated as an interim resource and adapted by schemes, providers and administrators to reflect their own processes and the latest information.

“Dashboards will represent a major change in how people access information about their pension savings,” said PASA chair, David Fairs.

“While dashboards aren’t yet available to the public, awareness is building and some members are already starting to ask questions.

“It’s important the industry is ready to respond in a clear, consistent and helpful way. Members need straightforward explanations of what dashboards will, and won’t, do.

“They also need to understand dashboards are intended to help them find and view pensions information, not to make transactions or retirement decisions directly through a dashboard.

“This interim guidance gives administrators, providers and service centres a practical starting point for those conversations.”

Gallagher strategic partner and PASA Engagement and Communication Working Group chair, Shaily Sodha-Carr, added: “Good member communication will be essential to the successful introduction of pensions dashboards.

“The information people receive in the run-up to launch will shape their expectations and their confidence in using dashboards when they become available.

“This guidance has been developed to support the front-line teams who are likely to receive questions from members.

“It provides simple suggested wording on key issues including security, what information dashboards will display, how savers can prepare and where they can go now if they want to trace pensions they may have lost touch with.

“As the programme develops, PASA will continue to monitor progress and update the guidance where appropriate.”

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