We’re here to support you

We’re here to help make managing your super simple – from getting started as a new member, to providing information and education about superannuation, retirement planning, and investment options. This can help you make informed decisions about your super and plan for a brighter retirement.

We're here to support you

I want to ...

Activate my Member Online account
Learn more about salary sacrifice
Contribute to my spouse’s super
Make a complaint
Check unit prices

How do I ...

Update contact details
Update beneficiaries
Make a contribution
Set up my super with my new employer
See what contributions have been made
Make an insurance claim

Where to find ...

How my fund performed
Product Disclosure Statements (PDSs)
Super forms and documents
Contribution caps
My annual Mercer Super statement

Super is a long-term investment to fund retirement. Accessing super early is strictly limited to special circumstances.

However, in some cases, you may be able to get some of your super early. You’ll need to meet one of the following eligibility requirements:

  • severe financial hardship
  • compassionate grounds
  • terminal illness or permanent incapacity.
  • permanently leaving Australia
  • have less than $200 in your super fund

Financial hardship payments are taxed as a super lump sum. If you're under 60 years old, this is generally taxed between 17% and 22%. Super withdrawals are tax-free for those aged 60 and over.

Early access to super

Eligibility checker tool

Superannuation is designed as a long-term investment to fund retirement. Normally, you can’t take out your super until:

  • You turn 65 years old; or
  • You retire and you’re over your preservation age 59-60 (from 1 July 2024, this will be age 60 for everyone).

However, under some circumstances, like severe financial hardship or compassionate grounds, you may be able to access some of your super early.

Not sure? Check your eligibility now.

Please note, using this tool does not guarantee approval.

Are you 65 or older?

Are you aged between 60 and 64?

Is any of your super unrestricted non-preserved?

Not sure? Check the Balance Summary Breakdown in your Member Online dashboard.

Are you under the preservation age?

If you were born after 1 July 1964, your preservation age is 60.

Have you been making voluntary contributions into your super fund and are now looking to withdraw it as part of the First Home Super Saver Scheme (FHSS)?

 

Are you unwell or injured, unable to work either temporarily or permanently?

Are you applying for early withdrawal on compassionate grounds?

Do you think you might meet another condition of release such as:

More information

You have full access to your super savings, even if you haven’t retired.

How to withdraw your super

  • Download and complete our Apply for withdrawal form.
  • Return your completed form to:
    Mercer Super Trust, GPO Box 4303, Melbourne, VIC 3001.

Need help? Call our Helpline team on 1800 682 525. Monday to Friday, 8am-7pm (AEST/AEDT).

  • You can access your super if you’ve permanently retired and reached your preservation age (60 for everyone after 1 July 2024).
  • If you leave your job on or after age 60, you can also access the super you’ve saved up until then
  • If you’re not ready to retire, you can use some of your super while you’re still working with a Transition to Retirement Income

If you’ve been experiencing financial hardship, you can withdraw all or part of your super if you meet certain conditions. These include:

  • Being unemployed or working less than 10 hours a week
  • Receiving Commonwealth income support for a combined 39 weeks since reaching your preservation age

For further details, visit Claiming financial hardship.

How to withdraw your super

  • Call the Helpline team on 1800 682 525. Monday to Friday, 8am-7pm (AEST/AEDT).

If some of your super is unrestricted non-preserved, you can access this at any time. You can check this by logging into your account at mercersuper.com.au/login or by checking your most recent statement.

How to withdraw your super

  • Download and complete our Apply for withdrawal form.
  • Return your completed form to:

    • Mercer Super Trust, GPO Box 4303, Melbourne, VIC 3001.

You may be eligible to withdraw a minimum of $1,000 and a maximum of $10,000 within a 12-month period if you meet certain conditions. These include:

  • You haven’t received a financial hardship payment from any super fund within the last 12 months,
  • You’re unable to pay for reasonable and immediate essential family living costs (for example, food or rent)
  • You’ve been receiving government support income payments from Centrelink or the Department of Veterans Affairs for 26 continuous weeks with no gaps

For further details, visit our Claiming financial hardship page.

How to withdraw your super

The Australian Government introduced the First Home Super Saver (FHSS) scheme in July 2017 to help younger Australians access the housing market.

To be eligible, you must satisfy the following conditions:

  • Be aged 18 years or older
  • You’ve been making voluntary super contributions to your super since 1 July 2017
  • You intend to live in the property for at least six months
  • This is your first time using the scheme

For further details, visit our FHSS scheme page.

If you satisfy all the conditions, you can apply through the Australian Taxation Office (ATO).

If you’re dealing with an injury or illness that’s preventing you from working, you may be eligible to claim benefits from the insurance in your super, such as Total and Permanent Disability (TPD) or Income Protection cover.

To be eligible for a benefit claim, you must show that:

  • You’re unable to work due to a disabling condition, either temporarily or permanently
  • Meet the eligibility criteria specified in your Plan guide or Insurance Booklet

Check to see if you have insurance cover in your super by logging in to mercersuper.com.au/login.

Discover more about our insurance cover options.

To access your super on compassionate grounds, your application must first be considered by the Australian Taxation Office.

Compassionate grounds include an obligation to meet unpaid expenses for:

  • medical treatment and medical transport for you or a dependant
  • palliative care for you or a dependant
  • payment on a loan or council rates so you don’t lose your home
  • modifying your home or vehicle, or buying disability aids for you or a dependant because of a severe disability
  • a death, funeral or burial for a dependant.

For more information, visit the ATO website for more information or call 13 10 20.

To apply, you will need to complete both the:

  1. Online application at my.gov.au
  2. Download and complete our Financial hardship application form.

    3. Need help? Call our Helpline on 1800 682 525. Monday to Friday, 8am-7pm (AEST/AEDT).

  • Your employment is terminated and the balance of your super account is less than $200
  • You have found a lost super account with a balance less than $200
  • You are a temporary resident in Australia, and your visa might expire or be cancelled
  • You were a temporary resident in Australia, and you have left permanently

Need help? Call our Helpline on 1800 682 525. Monday to Friday, 8am-7pm (AEST/AEDT).

If you’re considering accessing your super, consider obtaining professional advice for your personal situation. For all Mercer Super Trust members you have access to our Helpline Advice team.

Learn more here: https://www.mercersuper.com.au/superannuation-financial-advice/

Support is available outside of your super:

  • National Debt Helpline provides free, confidential financial counselling to help people back on their feet. Call 1800 007 007 or visit ndh.org.au.
  • 1800RESPECT is available for those in risk of sexual assault, elder abuse or family and domestic violence. Call 1800 737 732 or visit 1800respect.org.au.
  • Lifeline Australia (24 hours) is available round-the-clock for those who need to talk to someone at suicide prevention services. Call 13 11 14 or visit www.lifeline.org.au.

For other support services, refer to our financial hardship webpage.

Investment options

Mercer Super's award-winning1 default investment option, Mercer SmartPath®, has delivered 7.4% p.a. over 10 years for one of our largest cohort of members,2 outperforming the comparative industry median of 6.9% p.a.  

Learn more about Mercer Super's investment options and how those options have performed over time. 

Mercer Super's investment options
Mercer Super's investment performance

 

Investment options

Tools and calculators

Take the guesswork out of super with our range of tools and resources, designed to help you prepare for a secure financial future.

Explore our Retirement Income Simulator
Calculate your insurance cover needs

 

Tools and calcuators

Learn about super and retirement

Timing your retirement is an important decision that has an impact on both your personal and working life. Secure your future with a retirement plan – whether you’re retiring in the next 30 years, or you’re ready to retire today.

Learn more

learn about super and retirement

Advice tools and services for members

Mercer Super members have access to our self-serve e-Advice tool, limited phone-based advice and a Retirement Income Simulator – all at no additional cost.

For members with advice needs outside their Mercer Super account, we can refer you to a licensed Mercer Financial Advice financial planner who can provide tailored advice to help you with your targeted financial goals. This is a fee-based service, and you will be informed of all costs before any work is undertaken. The first meeting is complimentary.

Access e-Advice
Retirement Income Simulator
Contact Mercer Helpline

Advice tools and services for members

Frequently Asked Questions (FAQs)

Below is a list of common questions you might have about your super account.  

Member Online

Visit the Member Online page for more information.

  • How do I change my password?

    If you’ve forgotten your password or want to change it, you can do this easily online. Go to www.mercersuper.com.au/login and enter your email address, select - ‘Log in’ and then select ‘Forgot my password’ and follow the instructions.

  • How do I access Member Online?

    Once you have received your welcome letter you’ll be able to activate your account.  Simply follow the steps below:

    1. Go to www.mercersuper.com.au/login and click ‘activate’.
    2. Enter your Employer/ plan number and member number found in your welcome letter.
    3. Enter your PIN. If you don’t have a PIN, click ‘I don’t have a PIN’ and you’ll be asked to confirm your date of birth .
    4. You’ll receive a verification email with a link to set up your password. 


    For security reasons the email link will expire 24 hours after we send it to you. If your link expires before you use it, you will need to repeat this process.

    You only need to activate once – moving forward you can log in using your email address and password.

  • My online account is locked. How do I unlock it?

    Call us on 1800 682 525, Monday to Friday 8 am – 7 pm (AEST/ AEDT). We will need to unlock your account manually for security reasons.

Personal

  • How do I check my super account balance?

    Log in to your Member Online account. You can see your balance on the home screen dashboard. 

  • How do I update my contact details?

    Update your details on the Personal Details page within your Member Online account. If you need to update your name or date of birth, you will need to contact us on 1800 682 525 Monday to Friday 8am-7pm (AEST/AEDT).

  • How do I check or update how my super is invested?

    Log in to Member Online and select Investments from the drop down menu  to see how your super is currently invested.  If you’re considering updating your investment options, we recommend you seek financial advice first before taking action.

  • How do I make an after-tax contribution to my super?

    You can make an after-tax contribution to your super using BPAY®. 

    You can find your BPAY® details on the Personal Details page within your Member Online account, under BPAY: Telephone and internet banking.  BPAY details were also included in your Welcome Letter. If you need assistance, please call the helpline on 1800 682 525 Monday to Friday, 8am-7pm (AEST/AEDT).

  • Where can I send certified proof of identity documents?

    You need to post it to us at: Mercer Super Trust, GPO BOX 4303, Melbourne, VIC 3001 – we cannot accept it via email.

  • Where can I send statutory declarations?

    You need to post it to us at: Mercer Super Trust, GPO BOX 4303, Melbourne, VIC 3001 – we cannot accept it via email.

  • How do I change my investment options?

    You can change your investment options in your super account in one of three ways:

    1. By logging into your account via our Member Online portal.
    2. Using our downloadable form here. 
    3. Over the phone with our Helpline team.


    In the context of super, a switch refers to the process of changing your investment options. When you switch your investment options, we sell units in one investment option and use the proceeds to purchase units in another investment option that you have specified. 

    When switching, it’s important to let us know whether the change will apply to:

     

    • Your current Mercer Super account balance 
    • Your investment strategy for future contributions, or
    • Both of the above

     


    It’s important that you carefully consider your investment options before making any switches to ensure they’re suitable for your specific needs, financial goals and risk tolerance. 

  • Where do I find a compliance letter?

    You can find the compliance letter in our Choice of Fund forms. The letter contains important information, such as ABN and USI numbers, and other details you’ll require.

  • How can I see what fees I have paid?

    You can access information about fees you have paid on your Annual Statement and within your Member Online account.

  • Where do I provide my Tax File Number?

    Members can submit their Tax File Numbers (TFN) as part of the sign up process when creating a Member Online account. Alternatively, you can provide your TFN by calling our Helpline team, or via your Member Online account.

  • How do I access my super early?

    In general, your super can’t be accessed until retirement age, except in certain situations where you may be eligible to access your super early, or satisfy a condition of release, such as: 

    • Financial hardship
    • Compassionate grounds
    • Departing Australia superannuation payment (DASP) 
    • Permanent incapacity
    • First Home Super Saver Scheme
    • Withdrawal of unrestricted non-preserved funds


    The Australian Taxation Office provides detailed information about the circumstances under which you may be able to access your super early on its website. 

    You can find more information and the forms to apply on our claiming financial hardship. 

  • How do I access my super due to financial hardship?

    If you need to access your super due to severe financial hardship, we’re here to help. You can find more information and the forms on our Claiming financial hardship page.

    Please review the eligibility criteria before submitting your application. If you need assistance or further information, please call us on 1800 682 525, Monday to Friday, 8am-7pm (AEST/AEDT).

Beneficiary

Complaints

  • How do I make a complaint?

    We value your feedback and we're here to help. 

    If you have a problem or need to make a complaint, we have procedures in place to help put things right. 

    Please visit our dedicated Make a Complaint page for more information and options.

Ready to join Mercer Super?

The door to a brighter financial future with Mercer Super is waiting for you.

Ready to join Mercer Super?

Need more help? We’ve got you covered.

Have questions about Mercer Super or need more information about becoming a member? We’d love to hear from you.

If you’re an incoming BT Super member, employer or adviser, you can also visit the BT Super support page for Frequently Asked Questions. Additionally, to assist employers contributing on behalf of their employees, please visit: How to send employer contributions.

Member Online Support

Member Online support

Log in to your account for more information or to submit an online enquiry.

Contact Our Helpline

Contact our Helpline

Speak with one of our consultants on 1800 682 525, Monday to Friday 8am-7pm (AEST/ AEDT).

Useful contact details

Mercer Super Trust members
General enquiries: 1800 682 525
Calling from overseas: +61 3 8306 0900
Write to us:
Mercer Super Trust, GPO BOX 4303,
Melbourne, VIC 3001

    

Pension members
General enquiries: 1800 671 369
Calling from overseas: +61 3 8306 0906
Write to us:
Mercer Super Trust, GPO BOX 4303,
Melbourne, VIC 3001

    

Mercer Easy members
General enquiries: 1800 931 040
Calling from overseas: +61 3 9192 4401
Write to us:
Mercer Super Trust, GPO BOX 4303,
Melbourne, VIC 3001

1 Mercer Super has been recognised with several SuperRatings awards, including SuperRatings’ highest platinum rating for both our Allocated Pension Division (now known as Mercer SmartRetirement Income) and Corporate Superannuation Division products. These products also received SuperRatings Platinum Performance awards, based on investment returns, fees, insurance, member servicing, administration and governance for 15 years. The rating is issued by SuperRatings Pty Ltd ABN 95 100 192 283 AFSL 311880 (SuperRatings). Ratings are general advice only and have been prepared without taking account of your objectives, financial situation or needs. Consider your personal circumstances, read the product disclosure statement and seek independent financial advice before investing. The rating is not a recommendation to purchase, sell or hold any product. Past performance information is not indicative of future performance. Ratings are subject to change without notice and SuperRatings assumes no obligation to update. SuperRatings uses objective criteria and receives a fee for publishing awards. Visit superratings.com.au for ratings information and to access the full report. © 2023 SuperRatings. All rights reserved.

2 Mercer Super Trust’s analysis of Mercer SmartPath (Born 1974-1978), one of the largest cohorts, after investment fees and tax, compared to the median of all default funds reported in SuperRatings Fund Crediting Rate Survey – Default Options as at 31 December 2023. Based on Mercer SmartPath membership data as at 31 December 2023 and for members invested for the full period. Past performance should not be relied upon as an indicator of future performance.

Disclaimer: This content has been prepared on behalf of Mercer Superannuation (Australia) Limited (‘Mercer Super’), ABN 79 004 717 533, Australian Financial Services Licence #235906, the trustee of the Mercer Super Trust ABN 19 905 422 981. Any advice is of a general nature only, and does not take into account the personal needs and circumstances of any particular individual. Prior to acting on any information, you need to take into account your own financial circumstances. Please consider the Product Disclosure Statement, Product Guide, Insurance Guide, and Financial Services Guide before making a decision about the product, or seek professional advice from a licensed, or appropriately authorised financial adviser if you are unsure of what action to take. Past performance is not a reliable indicator of future performance. 'MERCER' is a registered trademark of Mercer (Australia) Pty Ltd ABN 32 005 315 917.