Make a complaint

What is a complaint

A complaint is any expression of dissatisfaction communicated to or about the Mercer Super concerning its products, services, staff, or the handling of a complaint, where a response or resolution is explicitly or legally required. Our complaints process adheres to ASIC Regulatory Guide 271 (RG 271) to ensure compliance with Australian regulatory standards.

Complaints are addressed with fairness, objectivity, accountability, transparency, and timeliness. Complainants are requested to treat complaint-handling staff with respect to maintain a constructive and professional environment.

Complaints received via social media, where the complainant is identifiable and contactable, are managed through the Mercer Super’s internal dispute resolution process. Anonymous complaints lacking sufficient information may not proceed but will be evaluated on a case-by-case basis.
 

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  

Website: www.afca.org.au 
Email: info@afca.org.au
Phone: 1800 931 678 (free call) 
Mail:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001