Documents and FAQs

We’re moving all Mercer Super plans to one modern technology platform. This will make it easier for you – and our 1 million members – to find key account information and manage your super.

Our aim is to make these key details easier to find and use. 

The move will happen automatically. To keep your contributions coming smoothly, please:

• Tell your employer about your new account details
• Cancel any scheduled or recurring BPAY payments to your current SmartSuper account by 16 March 2026. You can reinstate payments using your new BPAY details in April.
   

Please note, there will be a Limited Service Period (LSP) from 4pm (AEDT) 18 March - 9am (AEDT) 31 March 2026 when you will have no access to your account and most transactions will be unavailable. For more details, see the question – When (and what) is the Limited Service Period?

We sent you a notice about the move in February 2026. If you received this notice by email, you can find it in the ‘recent communications’ section when you log in to your online account.

If you can’t find it or need help, call our Helpline on 1800 682 525 (Monday to Friday, 8am-7pm AEDT). 

The following details should not be used before 31 March 2026.

The main things your employer needs to know to continue making contributions to your account are:

• New Plan name: Mercer Business Super
• New USI: 19905422981708
• New account number: We will send this to you shortly after the transfer is complete.

If you receive employer contributions to your Mercer SmartSuper Plan account, you need to notify your employer of your new account details to ensure contributions continue without delay.

Let us do it for you

We sent you a notice about the move in February 2026. This notice included a link to let your employer know about the move. If you received this notice by email, it’s saved in the ‘recent communications’ section of your online account.

Go back to that communication and follow the link, which is personal to you. That’s why we can’t provide it here.

If you can’t find it or need help, call our Helpline on 1800 682 525 (Monday to Friday, 8am-7pm AEDT).

Or tell your employer directly

If you would prefer to simply pass on the information yourself, the main things your employer needs to know are:

• New Plan name: Mercer Business Super
• New USI: 19905422981708
• New account number: (we’ll send this to you in early April, shortly after the transfer is complete)
  
  

Your employer should not use these details before 31 March 2026

A new Mercer Business Super account will automatically be set up for you because of the transfer, even if you already hold a Mercer Business Super account with another employer.

If you want to avoid having multiple accounts, you can request to consolidate the two accounts after 31 March 2026. Remember to let your employer(s) know which account to make future employer contributions into.

If we identify that you have multiple Mercer Super accounts, we will link them under one member number to make managing your super easier.

To help us do this smoothly, please review and update your personal and contact details for all your Mercer Super accounts so that they have the same personal information before 18 March 2026. This will ensure your accounts are linked correctly during the transfer. 

The move is scheduled to happen around 20 March 2026. There will be a Limited Service Period (LSP) from 4pm (AEDT) 18 March - 9am (AEDT) 31 March 2026 when you will have no access to your account and most transactions will be unavailable. For more details, see the question – When (and what) is the Limited Service Period?

From 31 March, you will have access to your new account. There will be no change to your existing login details. 

To ensure your account details are accurately transferred to Mercer Business Super around 20 March 2026, there will be a period from 18-31 March, when you will have limited access to your account, and most transactions will not be accepted. 

Your account balance will continue to be invested throughout this period. However, transaction requests received after 4pm (AEDT) Wednesday 18 March 2026 may be rejected or processed in your new Mercer Business Super account from Tuesday 31 March 2026.

Eligible early release requests will be processed during the LSP, including those required due to:

• Financial hardship
• Compassionate grounds 
• Terminal illness

Please consider processing times from your bank, employer or other super fund(s).

Advice appointments with a Mercer Financial Adviser will not be available during the LSP.

Generally, withdrawals won’t be processed during the LSP, except for cases of financial hardship, compassionate grounds, or terminal illness.

If you think you may need to withdraw funds around this time, please submit your withdrawal request early, so we receive your request prior to 11 March 2026. This will allow enough time to process it before your account is transferred. 

Should your circumstances change and you need to access your super early, go to this page for more information on eligibility and what you’ll need to provide.

From 4pm (AEDT) Tuesday 18 March 2026, you will no longer have access to your Mercer SmartSuper Plan account.

If you want to complete the following actions in your current Mercer SmartSuper Plan account using your online account, requests need to be received by us before this time.

• Switching investment options *
• Cancelling your insurance cover
• Updating your personal details

This account will be closed around Thursday 20 March 2026 and your account balance, insurance, and benefits will transfer to Mercer Business Super. You will not be charged any fees on your old account after this date.

For approximately 7 days after the Limited Service Period ends, you’ll have read-only access to your closed Mercer SmartSuper Plan account. This means you can view your closed account (including transaction history) and access any member communications issued in the past.

From around Tuesday, 7 April 2026, you won’t be able to access your closed Mercer SmartSuper Plan account through the Member Portal or App. 

^{*Requests to switch investment options received after 11 March 2026 cannot be processed in your new Mercer Business Super account.  A new request will need to be submitted using your new account details. You will be notified by us if a new request is required.}

If you want to complete any of the following actions in your Mercer SmartSuper Plan account, we will need to receive completed forms before 5pm (AEDT) 11 March 2026.

• Rollovers in
• Rollovers out
• Withdrawals
• Notice of Intent to claim a Personal Tax Deduction
• Updating your personal details
• Switching investment options *
• Contribution splitting
• Insurance changes **
   

_{*Requests to switch investment options received after 11 March 2026 cannot be processed in your new Mercer Business Super account.  A new request will need to be submitted using your new account details. We will notify you if a new request is required.}

_{**If you hold insurance cover based on a Unit based design, requests to increase or decrease cover received after 11 March 2026 may not be processed - we will contact you if this applies.}

If you have automatic BPAY^® payments set up, please cancel them before Monday 16 March 2026 to avoid delays. Any contribution received using your current BPAY^® details after Monday 16 March 2026 will be returned. Please note, refunds can take up to six weeks to process.

You can stop an automatic BPAY^® payment at any time until the date it’s scheduled to take place. To do this:

• Log in to your online banking
• Choose the BPAY^® or bill payment option
• Follow the prompts to cancel the payment.

Steps may vary depending on your bank. Contact your bank if you need help.

After the transfer is complete, we’ll send you your new BPAY^® biller code and reference number and you can also find them by logging into your account from 31 March 2026. Use these details to make future contributions and continue to grow your super.

The past two years of annual statements will be available in your online account under your new Mercer Business Super account.

If you need copies of past statements or other communications older than two years, or transaction records for your current Mercer SmartSuper Plan account, please save or print these records from your online account before 18 March 2026.

Following the transfer, you can request copies of older statements by calling the Helpline.

Your Mercer Business Super account will be up and running by 9am (AEDT) Tuesday 31 March 2026. You will be able to log in to your account from this time, using your existing login details.

If you have not previously activated your account, we will send you all the information you need to access and take control of your new super account around this time.

For most members fees will stay the same for Mercer SmartSuper Plan and Mercer Business Super.

Some members will see a change in asset-based administration fees due to the transfer. If this affects you, we’ve already written to you to explain the change. 

If you received this notice by email, you can find it in ‘recent communications’ section of your online account. If you can’t find it or need additional help, call our Helpline on 1800 682 525 (Monday to Friday, 8am-7pm AEDT). 

You can update your email, phone, address, communication preferences, or Tax File Number (TFN) online by logging in to your member portal.

To update your name or date of birth, you will need to complete the Update your personal details form and provide certified ID.

For more information about certified identification, including how to get your documents certified, please read the Completing proof of identity factsheet. 

The past two years of annual statements will be available in your online account under your new Mercer Business Super account. If you require copies of past statements or other communications beyond this period, or transaction records for your current Mercer SmartSuper Plan account, you should save or print these records from your online account before 18 March 2026.

You will have read-only access to your closed account for approximately 7 days after the LSP ends on 31 March 2026. This will allow you to view your closed account (including transaction history) and access any member communications issued in the past.

From 7 April 2026, you will not be able to access information on your closed account. However, if you still require these documents after that date, please call the Helpline for assistance: 1800 682 525, 8am to 7pm (AEDT), Monday to Friday.

No, certified ID documents will not transfer. 

Any emails we send you are automatically stored on your account. You can find these by logging in to your account and going to ‘Recent communications’. 

If you can’t find the communication you’re looking for, or need help, call our Helpline on 1800 682 525, Monday to Friday, 8am-7pm (AEDT). 

Yes. A transfer statement will be stored on your online account. We will let you know when it is available.

Yes. We will send you a notice with all the details you need to start using your new Mercer Business Super account. This will be issued shortly after the LSP finishes on Tuesday 31 March 2026.

The information hub will be updated with additional FAQs and resources, so we recommend bookmarking the page in your web browser and visiting regularly.

If you’re not sure how to bookmark a page, it usually means clicking the star icon near the address bar or pressing Ctrl+D (Windows) or Command+D (Mac) on your keyboard.

We’ll also send you reminders by email and SMS about important dates and actions during the transfer process, if required.