Incident at the Australia Post Melbourne GPO

Yes, we’re in contact with Australia Post who have reported the incident to Victoria Police who are investigating the incident. We have also reported the incident to the Australian Information Commissioner and the Australian Prudential Regulation Authority.

Australia Post has advised that they have implemented a range of additional security measures following the break-ins, including after hours security presence at this site. 

We do not know the exact number of members that may have been impacted. We can confirm that the potential impact is limited to members who sent mail via post to our Melbourne GPO box in July and have not received an acknowledgement from us. 
 
If you have sent us mail from 1 to 17 July 2025 and haven’t seen a transaction appear on your account or received a response within the expected timeframe, please call us on:

• 1800 682 525 – Mercer Super Monday-Friday, 8am-7pm (AEST/AEDT)

• 1300 652 770 – Virgin Money Super, Monday-Friday, 8am-6pm (AEST/AEDT)

We will help confirm whether we received your correspondence and advise on next steps.

If no information was posted to us during the above period, there’s no need to take any action.

As the breach occurred at Australia Post’s Melbourne GPO, we were unaware of the issue until recently. Once we became aware we issued communications to members as quickly as possible.

More information about this incident can be found on Australia Post’s website

If you posted mail to our Melbourne GPO box between 1 and 17 July and haven’t received a response within the expected timeframe please contact:

• 1300 008 605 – Mercer Super, Monday-Friday, 9am-5pm (AEST/AEDT)

• 1300 217 430 – Virgin Money Super, Monday to Friday, 9am-5pm (AEST/AEDT)

You can find more information about the claims process and timings in the relevant claims guide at mercersuper.com.au/claims or virginmoney.com.au/super-insurance.

We are working with Australia Post who have advised that they have implemented a range of additional security measures following the break-ins, including after hours security presence at this site.

More information about this incident can be found on Australia Post’s website.

At this point we believe that this incident has not impacted members’ accounts.

We regard the security of your personal information of the utmost importance. If you receive a suspicious email or one requesting information such as your personal details, account information, password or other log in details, do not open any attachments and contact us immediately via phone or via Member Online. You can learn more about online security at mercersuper.com.au/onlinesafety.

Currently there is no indication that any member’s personal information has been published externally or sold as a result of this incident. 

We take the security of our members’ data seriously and have rigorous controls in place to protect members’ accounts from fraudulent activity. We have enhanced our security process to further protect our members.  

If you are concerned and would like to add additional security measures to your account, please contact us immediately via phone.  We also suggest you consider taking measures including being alert to all communications and transactions and be aware of phishing scams over phone, post or email. You can learn more about online security at mercersuper.com.au/onlinesafety.

If you believe that your personal information has been compromised, take the following steps:

• Be alert for any suspicious emails, calls, or messages claiming to be from Mercer Super or Virgin Money Super.

• Do not share personal or financial information unless you are sure of the source.

• If you notice anything unusual, contact us immediately.

You can find other steps to protect your super here.  For further information on identity theft, visit the MoneySmart website.

Yes, we have enhanced our security process to further protect our members.

Yes, members can continue to transact on their account. However, if you believe your information has been compromised we can place a block on your account so no transactions can be processed.

Currently, to make a withdrawal from your account we require Certified ID to be provided in paper form.

Currently, to make a withdrawal from your account we require Certified ID to be provided in paper form.  Once this is received, your ID can be verified and your funds released. 

We understand your concern. Australia Post has advised that they have implemented a range of additional security measures following the break-ins, including after hours security presence at the Melbourne GPO site, to ensure this does not happen again.    

Currently, to make a withdrawal from your account we require Certified ID to be provided in paper form.  

If you have requested a payment, once we have received your documents and processed your request, you should expect to receive the funds within 5-10 business days. 
 
Please note, depending on the type and complexity of your request, the time to process it can vary. 

Currently, to make a withdrawal from your account we require Certified ID to be provided in paper form.  Once this is received, your ID can be verified and your funds released.