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Want to contact Mercer Super? We’d love to hear from you. Here’s how to contact us Monday to Friday 8 am – 7 pm (AEST/ AEDT).

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

Frequently Asked Questions

You can also find answers to some of your most common questions below:

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  • I’ve forgotten my password or want to change it

    If you’ve forgotten your password or want to change it you can do this easily online. Here’s how:

    1. Go to mercersuper.com/login enter your email address and then press ‘Log in’.

    2. You will be taken to a new screen and asked to provide your password. Click ‘I forgot my password’.

    3. You will then receive an email. Follow the prompts in the email to reset or change your password.

  • I’ve just joined Mercer Super; how do I access Member online

    Welcome! You will first need to activate your online account. To do this you will need your welcome letter or email. Then follow the steps below:

    1. Go to mercersuper.com/login and select ‘activate’

    2. Enter your Employer/ plan number and member number. You can find both these numbers on your welcome letter or email.

    3. Enter your PIN. If you don’t have a PIN yet, you can click ‘I don’t have a PIN’ and follow the prompts.

    4. You’ll then progress through to activate your online account.

    Once you’ve activated your online account, you will then be able to log in using just your email address and password.

  • How do I unlock my account

    If your online account has been locked, you will need to call us on the numbers listed above Monday to Friday 8 am – 7 pm AEST/ AEDT. We can then unlock your account manually. For security purposes, you will not be able to unlock it yourself online.

  • What is my balance

    You can view your current balance on Member Online. Once you’ve logged in you will be able to see your balance on the homepage.

  • I want to update my email address, phone or address

    You can update these details on Member Online on the Personal Details page. Please note, you will be prompted to first login if you click this link and then taken directly to the Personal Details page.

    You will be unable to update your name or date of birth on Member Online and will instead need to contact us.

  • I want to see how my super is or update my investments

    You can see how your super is currently invested on the Investment page on Member Online. Please note, you will be prompted to first login if you click this link and then taken directly to the Investment page.

    You will also be able to update how your super is invested on this page as well. If you’re thinking about updating your investment options, we recommend you seek financial advice first.

  • 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 under the BPAY: TELEPHONE AND INTERNET BANKING heading. Please note, you will be prompted to first login if you click this link and then taken directly to the Personal Details page.

  • How do I nominate a binding beneficiary or update them

    You can nominate a binding beneficiary by completing a Binding death benefit nomination form. You are unable to nominate a binding beneficiary online. 

    In order for your nomination to be binding you must meet certain requirements; these are detailed at the top of the Binding death benefit nomination form. Once you’ve completed the form, please post it to us at: Mercer Super Trust, GPO BOX 4303, Melbourne, VIC 3001. We cannot accept emailed forms.

  • How do I nominate a non-binding beneficiary or update them

    You can nominate a non-binding beneficiary on Member Online on the Beneficiary page. Please note, you will be prompted to first login if you click this link and then taken directly to the Beneficiary page.

  • Where can I email my Binding death benefit nomination form

    We cannot accept these documents via email. You must instead post it to us at: Mercer Super Trust, GPO BOX 4303, Melbourne, VIC 3001.

  • Where can I email certified proof of identity documents

    We cannot accept these documents via email. You must instead post it to us at: Mercer Super Trust, GPO BOX 4303, Melbourne, VIC 3001.

  • Where can I email statutory declarations

    We cannot accept these documents via email. You must instead post it to us at: Mercer Super Trust, GPO BOX 4303, Melbourne, VIC 3001.

  • How do I make 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. 

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.

Website: www.afca.org.au

Telephone: 1800 931 678 (free call)

Email: info@afca.org.au 

In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Financial hardship

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.