We’re here to help
We value providing our members with the best possible experience and service. However, we also understand that there might be instances where you have concerns or issues, which is why we have procedures in place to address your concerns fairly, efficiently and with transparency.
Choose how you’d like to reach us
If you have a problem or need to make a complaint:
How we handle your complaint
Once your complaint is received, we'll send you a confirmation, generally by the next working day, while steps are taken to assign a team member to help.
It is a legislative requirement that we resolve your complaint within 45 calendar days (90 calendar days if the complaint relates to superannuation death benefits distributions). However, our aim is to resolve your complaint right away, or where it’s not possible, within five business days. If more time is required, we will always notify you.
You can find out more by downloading our Complaints Management Procedures guide.
Details we’ll need when you get in touch
When you contact our Helpline team with a complaint, we’ll ask for:
- Your full name, contact details and member number.
- What your complaint relates to – whether it’s about your super, a claims process, or our customer service – what went wrong and how you would like your complaint resolved.
- Any additional documentation or information that could assist us with your complaint, such as relevant emails, letters or statements.
If you need accessibility support
- Interpreter services – If English isn’t your first language, we can arrange for an interpreter through Translating and Interpreting Services (TIS) National. Simply ask our Helpline team for an interpreter when you contact us.
- Accessibility support – We offer support for anyone with a hearing or speech impairment through the National Relay Service (NRS). To use the NRS, call 1800 555 660 or register online via www.accesshub.gov.au/about-the-nrs.
NRS Chat users, connect to the NRS then ask for 1800 682 525.
TTY users, phone 133 677 then request 1800 682 525.
Voice Relay users, phone 1300 555 727 then ask for 1800 682 525.
Alternatively, download our ‘How to Make a Complaint’ guide written in easy-to-follow English.
If you’re unhappy with the outcome of your complaint
If you’re not satisfied with the outcome of your complaint, or we’re unable to resolve your complaint within the resolution timeframe set out by law, you can forward your complaint to AFCA (Australian Financial Complaints Authority).
How to contact AFCA
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 information is of a general nature only and does not take into account your objectives, financial situation or the personal needs or circumstances of any particular individual. Before 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 available at mercersuper.com.au before making a decision about the product, or seek professional advice from a licensed, or appropriately authorized financial adviser if you are unsure of what action to take. The material contained in this document is based on information received in good faith from sources within the market and on our understanding of legislation and government press releases at the date of publication which we believe to be reliable and accurate. Neither Mercer nor any of its related parties accepts any responsibility for any inaccuracy. 'MERCER' is a registered trademark of Mercer (Australia) Pty Ltd ABN 32 005 315 917.