Adviser support

An adviser portal is currently being developed to support advisers manage their clients’ super. The new adviser portal is expected to launch in early 2025.

Mercer Super Product Disclosure Statement (PDS) documents, forms, guides and Target Market Determinations (TMDs) are available on the member forms and documents page on the Mercer Super website.

Your client will need to apply for your third-party access to their super account as you won’t have automatic access to their account. Your clients need to complete the relevant Third Party Authority (TPA) form which also requires your signature before being lodged:

• Via email. You or your client can email a scanned copy of the completed TPA form to MST@mercer.com.
• Via mail. You or your client can mail the form to Mercer Super Trust, GPO Box 4303, Melbourne VIC 3001.
   

Five business days after submitting the form, you can call Mercer Super on 1800 682 525, Monday – Friday, 8am – 7pm (AEST/AEDT) to obtain your client’s account information/ adviser summary. 

Advisers can’t update personal details on behalf of clients. Your clients can either update their personal details through Member Online or by completing and submitting the Changing your personal details form. 

The relevant form will need to be dated and signed by your client. Please note the form will need a wet signature and can’t be uploaded online or returned via email. It will need to be mailed to the following return address: Mercer Super Trust, GPO Box 4303, Melbourne, VIC 3001.

All Mercer Super members with an accumulation or pension (Transition to Retirement or allocated pension) account can pay an advice fee from their Mercer Super accounts. The advice fee must relate to advice services that are exclusively linked to the member's Mercer Super account.

Defined benefit members who do not have an additional accumulation account cannot have an advice fee deducted.

An advice fee can only be deducted from a member’s Mercer Super account by an adviser licensed with a licensee that has executed an Australian Finance Services (AFS) Licensee Registration with Mercer Superannuation (Australia) Limited.  The Mercer AFS Licensee Registration form can be found here.

Mercer Super supports advice fees either charged as a one-off upfront fee, or over a fixed term (for a period of up to 12 months), or a combination of both.

Total fees deducted cannot be more than $8,000 or 2% of the account balance, whichever is the lower. 

A fixed term advice fee must be outlined in dollar terms and clearly stated as a percentage of your client’s account balance at the time of signing the Advice Fee Deduction form. The dollar amount will be deducted in equal monthly amounts (1/12^th of the agreed advice fee) from your client’s Mercer Super account. 

Your client’s consent for a fixed term advice fee will expire at the end of the twelve-month term.

Prior to any advice fee payments being made your client will need to complete the Advice fee deduction form. The form can be completed digitally and also requires both your client’s and your signature.  

The fee will be deducted from your client’s Mercer Super account and transferred to your licensee within four to six weeks of acceptance/ processing of the Advice Fee Deduction request. 

There are three ways to return the completed advice fee deduction form to us:

• Via member portal: Your client can upload a scanned copy of the form via your member portal.
• Via email: You or your client can email a scanned copy of the form to MST@Mercer.com
• Via mail: You or your client can mail the completed form to: Mercer Super Trust, GPO Box 4303, Melbourne VIC 3001

The following table lists the date requirements for the relevant advice fee deduction form and the timing of when the completed form should be submitted. 

An advice fee being deducted from your client’s Mercer Super account must relate to advice services that are exclusively linked to that account.

Where your client receives advice services that are not related to their Mercer Super account, any fee payable for that advice must be paid separately by other means.

Where advice is provided to a couple (each being a Mercer Super member), the advice fee relating to their super can be split and get paid from each member’s Mercer Super account, assuming the advice provided has an equal (50%) share for each of your clients.  

Yes, there is. The deduction of an advice fee must not reduce the balance of your client’s Mercer Super account below $5,000 at the time of the fee request. If this occurs, the advice fee request will be rejected.

In addition, the advice fee deduction must be in the best financial interests of your client and the advice fee must be within the stated fee caps

If your client has more than one Mercer Super account, and the advice relates to only one of their accounts, the advice fee can be deducted from across any of your client’s Mercer Super accounts, subject to minimum account balance requirements ($5,000 per account, see above), fee caps and the sole purpose test. 

As a Trustee, Mercer Super Trust has an obligation to always act in a member’s financial best interests and must ensure an advice fee deducted from a member’s account is appropriate, and in a member’s best interests. The Trustee must also comply with the sole purpose test (Superannuation Industry Supervision Act 1993 (Cth)) and take reasonable steps to ensure an advice fee is only deducted for advice that relates to a member’s interest in Mercer Super. To do this, we may request a copy of the advice document and/or supporting documents that outline the advice and the advice fee proportioning. In most circumstances we do not need to see the full Statement of Advice and will only ask for the following pages: 

• Cover page with the member’s name, address and DOB.
• What is in and out of scope in the advice provided.
• Fees charged and proportioned across recommended products.
• Member’s signature accepting the advice and fees deducted from their Mercer Super account.

We value your feedback and we're here to help. 

If you have a problem or need to make a complaint, we have procedures in place to help put things right. 

Please visit our dedicated Make a Complaint page for more information and options. 

We always want to ensure you have the best experience when dealing with Mercer Super. However, if you have a problem or would like to make a complaint – let us know and we will try to put things right. 

You choose how you want to reach us:

• Call us:  Our helpline is available on 1800 682 525, Monday to Friday, 8am – 7pm (AEST/AEDT)
• Email us: Send your complaint to MSALCustomer.Complaints@mercer.com
• Write to us: Send your letter to: 
   

Complaints Officer, Mercer Super Trust, GPO Box 4303, Melbourne VIC 3001

Please visit our dedicated Make a Complaint page for more information