Frequently Asked Questions
You can also find answers to some of your most common questions below:
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Making a complaint
Whilst we are committed to providing exceptional service, we do recognise that sometimes things go wrong. Our aim is to ensure any complaints received are dealt with in a fair, timely and equitable manner. We believe it is important that our customers can express their views easily and that their feedback is used positively to improve the services we offer.
Making a complaint is simple, easy and free. You can contact us using the following details:
- Call the Helpline on 1800 682 525. You can reach us 8am - 7pm, Monday - Friday.
- Email us: MSALCustomer.Complaints@mercer.com
- Write to us: Complaints Officer Mercer Super Trust GPO Box 4303 Melbourne VIC 3001
For more information on how we handle complaints and timelines, please check out our Complaints Management Procedure.
External dispute resolution
If you’ve made a complaint and you’re not satisfied with the response you can refer your issue to the Australian Financial Complaints Authority (AFCA).
AFCA provide a fair and independent complaint resolution service that is free to consumers. Please contact AFCA for more information on their requirements and time limits.
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
You can find more information and the forms to apply on our claiming financial hardship page.
Please review the eligibility criteria before submitting an application to us. If you need assistance or further information, please call us on the above number applicable to you.
Disclaimer: This content has been prepared and sent 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 contained in this content 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 contained in this content, 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. 'MERCER' is a registered trademark of Mercer (Australia) Pty Ltd ABN 32 005 315 917. Copyright 2022 Mercer LLC. All rights reserved.