Frequently asked questions

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  • Superannuation

    Superannuation basics

    How can I increase my super?

    There are a number of ways to boost your super balance, and the sooner you start the better. You could consider:

    • Salary sacrifice (before-tax) contributions
    • Personal (after-tax) contributions
    • Contributing to your spouse’s* super balance (see the Spouse contribution advice form).

    If you are a low or middle income earner you may also be eligible for government assistance in the form of the super co-contribution or the low income superannuation contribution. Find out more at

    You can explore ways to contribute more using the Grow your superannuation calculator.

    *For the purposes of superannuation law, a spouse means both a legal and de facto spouse, whether of the same or opposite sex.
    What are spouse contributions?

    Spouse contributions involve putting super into your spouse’s account in order to help them build their retirement savings. Spouse contributions can help boost the super of a partner with a low account balance, and help grow your retirement savings as a couple. (You may also be entitled to a tax rebate.)

    A spouse is recognised under superannuation law as being a person of the same or opposite sex who you are in a registered relationship with (under state or territory law), or who lives with you on a genuine domestic basis in a relationship as a couple.

    For more information, please see the Spouse contribution advice form. 

    Note: Spouse contributions count towards the receiving spouse’s contribution cap. There is also a limit on the contributions for which a rebate can be claimed.
    How can I make additional contributions to top up my super before and after tax?

    You may be able to top up your super before tax by arranging with your employer to forego part of your future before-tax salary in return for your employer making a contribution to super of a similar value. This is a concessional contribution known as ‘salary sacrificing’ and can have tax benefits.

    You may be able to top up your super after tax by making personal (or non-concessional) contributions. These can be one-off payments or regular contributions, and can be made via BPAY, Direct debit or Payroll directions.

    Find out more about growing your super, including important information about contribution caps, by visiting the Maximise your super section of our website.

    When can I access my super?

    Generally, you’re able to access your superannuation benefit if you satisfy a specific requirement, including:

    • You reach your preservation age and retire
    • You turn 65
    • You meet the insurance policy definition for total and permanent disablement.

    To access your super, contact the CareSuperLine on 1300 360 149 and request a Claim your super form.

    For more information read the Accessing your super IBR.

    In some instances, you may be able to access your super early. Please see 'Can I access my super early' for more information. If you’re nearing retirement age and want to know more about your options, check out our online Retirement Guide.

    Can I access my super early?

    You may be able to access your super early in the instance of:

    • Terminal illness
    • Permanent incapacity
    • Severe financial hardship
    • Compassionate grounds
    • An account balance of $200 or less, or
    • Permanent departure from Australia.

    Note that all early release access is subject to specific application requirements and approval by the Trustee. To find out if you are eligible for early release, call the CareSuperLine on 1300 360 149 or complete the Apply for early release of super form.

    Conditions for accessing super are different for temporary residents. See the relevant question under ‘Transferring my super’.

    What do I do if my employer is not paying my contributions?

    If you have talked to your employer and still believe that contributions have not been made on your behalf, you can lodge an enquiry on the ATO website using the online Employee superannuation guarantee (SG) calculator tool.

    You will remain anonymous at all times while using this tool – only when you choose to lodge an enquiry with the ATO will any personal information be transmitted.

    How much super will I need in retirement?

    Unfortunately, there’s no single answer to this question. The amount of super you need when you retire depends on many things, from how long you live to how well you live.

    However, to help you get an idea of the amount of money you might need when you stop working, we provide access to a range of superannuation planning calculators. Using these calculators, you’re able to see your estimated retirement income, as well as a projection of what your retirement balance could be based on your current circumstances.

    The Association of Superannuation Funds of Australia (ASFA)^ have also developed the Retirement Standard to help singles and couples determine the kind of lifestyle they want in retirement.

    Plus, it’s easy to get in touch with a financial planner# to talk through your retirement strategy. As a CareSuper member, you’re entitled to basic super-related advice at no extra cost.

    ^ASFA is not a financial adviser. You should consider seeking independent legal, financial or taxation advice to check how the calculator relates to your individual circumstances.
    #Financial advice is offered through CareSuper’s relationship with Industry Fund Services Limited (IFS), and is provided by an authorisation under the Australian financial services licence of IFS, ABN 54 007 016 195, AFSL 232514.

    Making contributions

    How will the date my contribution is received affect how I manage my super?

    Contributions will count towards your contribution caps for the financial year in which they were received by CareSuper. If you plan to claim a tax deduction, you’ll only be able to claim for the financial year in which your contribution was received.

    In order for your contribution to be received within the relevant financial year, CareSuper must have received your contribution payment with all the information we need in order to process it on or before the cut-off date of 30 June. Contributions received after this date will be recorded as part of a new financial year.

    How long will it take for CareSuper to receive my contribution?

    If you’re contributing by BPAY®, it can take CareSuper up to two business days to receive your contribution. This will depend upon your financial institution’s processing times. If you’re contributing by cheque, you will need to allow enough time for your chosen postage method to reach CareSuper.

    What information does CareSuper need to process my contribution?

    If you’re making personal contributions through an arrangement with your employer

    CareSuper won’t need any additional information from you. However, you should be aware that any extra contributions received on your behalf by CareSuper after 30 June will fall into the next financial year. So you should be aware of when your employer is sending contributions to CareSuper and whether this falls close to 30 June.

    If you’re making personal contributions via BPAY®

    No additional information is needed. Simply log in to MemberOnline, click on ‘payment options’ and make the payment through your financial institution using your personalised BPAY details.

    If you’re making personal contributions via cheque

    If you are making a contribution via cheque, you’ll need to include the details of your contribution on a separate piece of paper attached to your cheque. These details include your name, member number and contribution amount, as well as whether this contribution is before or after-tax.

    If you’re making a personal contribution and are aged 65 or older

    If you’re over age 65 and are no longer receiving employer contributions, CareSuper will need to confirm you are eligible to make additional personal contributions before your payment can be processed.

    To confirm your employment status, you’ll need to complete the Employment questionnaire and send it to us via email or post. Once CareSuper has confirmed your eligibility, your contribution will be allocated to your account.

    Keep in mind you’ll need to complete this process for each financial year in which you make a contribution, if you are aged over 65.

    How long will it take for my contribution to appear on my CareSuper account?

    As long as you meet the requirements for making a contribution and have provided CareSuper with all the information needed to process your payment, your contribution payment will generally appear in your account within three business days of receipt. To see what information CareSuper requires, read ‘What information does CareSuper need to process my contribution?’or visit the ATO website.

    Once your contribution has been processed, you will be able to see the details in your account’s transaction history in MemberOnline. The details of your contributions will also be outlined in your super statement each year.

    Are there any contribution limits?

    Contribution limits or ‘caps’ are set by the Government and differ depending on whether you are making non-concessional (pre-tax) or concessional (after-tax) contributions. If you do make contributions that exceed your caps you may have to pay additional tax, and these contributions may also count towards your non-concessional cap.

    For more information on your contribution limits and what they might mean for you, visit the Grow your super page.


    Transferring my super

    What happens to my super when I change jobs?

    In most cases, changing jobs doesn’t mean you have to change super funds. To take CareSuper with you when you change jobs, simply complete the Choice of fund form and hand it to your new employer.

    By choosing to stay with CareSuper, you can avoid ending up with multiple funds, multiple sets of fees and excess paperwork. We’ve already filled in our details, so choosing CareSuper is easy.

    How do I transfer or rollover my super into one account?

    You have a number of options when it comes to putting all your super in the one place. You can:

    We can search the Australian Taxation Office’s (ATO) database for your other super accounts and get the results within seconds. Start your search

    Can I transfer part of my super benefit?
    This enquiry is best handled by one of our friendly customer service staff. Please call the CareSuperLine on 1300 360 149 for assistance.
    What happens to my super if I’m a temporary resident working in Australia?

    Conditions for accessing super are different for temporary residents.

    If you are a temporary resident and your employer is paying super contributions for you, you may be entitled to receive those super benefits when you leave Australia permanently. This payment is called a Departing Australia Superannuation Payment (DASP) and you can claim your DASP by visiting the ATO website and making a DASP application online.

    What happens to my super and annual statements if I am a temporary resident and leave Australia?

    CareSuper is required to pay the super of former temporary residents to the ATO if it has been more than 6 months since they departed Australia and their visa has expired or been cancelled.

    The Trustee relies on relief from ASIC to the effect that it is not obliged to notify or give an exit statement to a non-resident in the above circumstances. Non-residents can apply to the Commissioner of Taxation to claim the unclaimed super under Part 3A of the Superannuation (Unclaimed Money and Lost Members) Act 1999. Visit for more information.

    Does CareSuper accept transfers from UK pension funds?

    Due to a change in legislation in the UK, CareSuper – along with most other Australian super funds – can no longer accept transfers from UK pension schemes. This change does not impact any QROPS transfers that have previously been made to CareSuper.



    What is MySuper?

    MySuper is an Australian Government superannuation initiative to provide low cost and simple super products for employers to choose as their default super fund. MySuper options have basic features and fee structures. This means you can easily see how our MySuper option compares to others and make informed choices about your super based on cost, investment performance and insurance.

    Of course, CareSuper has been taking care of your money in this way since 1986, so you can feel confident that your super is in good hands.

    To learn more about the return, risk level and fees applicable to our Balanced (MySuper) option, visit the MySuper dashboard.

    What does MySuper mean for me?

    CareSuper’s default option, the Balanced option, is also our MySuper option. This means that if you are a new member, or if you are an existing member and you have not made an investment choice, your money is invested in this option.

    The Balanced (MySuper) option has a proven track record and is designed to provide a strong long-term net benefit to members. If you would like to choose to invest your super money differently, you can do so via MemberOnline, or by filling out an Investment choice form.

    (Please note: You should read the Member Guide PDS and Investment Guide before making any investment decisions.)  

    Do I receive insurance cover through MySuper?

    Yes. MySuper members receive a level of death and total & permanent disablement (TPD) insurance (subject to eligibility). The level of cover you receive depends on your age.

    Your insurance premiums are paid from your super contributions before they are taxed – this makes them great value for money, plus you don’t feel the impact on your take-home pay.  

    Of course, if you’d like something different to our default arrangement, it’s easy to apply to tailor your cover.



    What are investment fees?

    CareSuper does not charge direct investment fees – however, indirect investment costs apply. Investment costs cover the cost of investing the Fund’s assets and include amounts paid to investment managers and asset consultants, as well as custody costs.

    These costs are known as the indirect cost ratio (ICR) and are not deducted directly from your account – they are deducted from investment earnings over the year and reflected in the calculation of unit prices. Your annual statement will include the approximate value of the ICR paid each financial year.

    Note that investment expenses change from time to time, and revisions to the ICR for an investment option will be available on our fees page.

    What investment costs do I pay?

    CareSuper is a profits-for-members fund, so we only charge fees to cover costs, not to make a profit.

    Investment costs comprise a base ICR fee and a performance ICR fee. These are reflected in the calculation of unit prices before returns are calculated. These costs vary depending on the option/s you are invested in.

    Transaction and operational costs also apply. This is known as the buy-sell spread and is explained in 'What is a buy-sell spread?'.

    You can read about our competitive fees here. For a more detailed overview, go to Fees and other costs.

    What is the administration fee used for?

    CareSuper members pay an administration fee to cover the administrative and operational costs of the Trustee. For more information, please read Fees and other costs.

    What is a buy-sell spread?

    The buy-sell spread is the difference between the purchase and sale price of a unit in an investment option. It ensures that all transaction costs incurred in buying or selling assets are fairly allocated to those members who transact in that investment option. Buy-sell spreads are incurred when members invest in or take money out of one of CareSuper’s Managed or Asset Class investment options. This includes making contributions, withdrawals, fee deductions or switching between investment options. The buy-sell spreads deducted from unit prices are held within the relevant investment option and applied to the annual return of that option for the benefit of those members.

    For more information about buy-sell spreads, read Fees and other costs.

    Why is there an exit fee?

    CareSuper may charge a $40 exit fee to recover the costs of selling and disposing of all or part of a member’s interests in CareSuper.

    Exit fees are restricted to cost recovery and other members do not bear the costs of another member exiting.

    Are there any fees for advice?

    It depends on the level of advice you are seeking.

    CareSuper members have access to basic super-related advice at no extra cost. This service is offered through CareSuper’s relationship with Industry Fund Services* and includes advice on topics such as investment choice, insurance in super and contributions.

    Personal advice can be provided by IFS on a fee-for-service basis, which will always be disclosed upfront. This fee can be deducted from your CareSuper account, provided you have at least $3500 in your account (up to a maximum of $1500 per year).

    Find out more:
    Visit (and book a call back)
    Read Financial planning with CareSuper.

    *Financial advice is offered through CareSuper’s relationship with Industry Fund Services Limited (IFS), and is provided by an authorisation under the Australian financial services licence of IFS, ABN 54 007 016 195, AFSL 232514.


    Tax in superannuation

    How is super taxed?

    Tax rules can be complex and they change frequently – however, understanding how tax and super work can help you make the most of any tax advantages available to you, as well as ensure you don’t make any costly mistakes.

    The information provided below is a summary only and subject to change.

    Generally, there are three points at which your super could be taxed:  

    • When it goes into your CareSuper account (contributions)
    • When the Fund earns income (investment earnings), and
    • When your super is withdrawn (super benefits).

    Tax on contributions

    All employer contributions, as well as any personal contributions for which a tax deduction is claimed, are usually subject to a 15% contributions tax.  

    Personal contributions and spouse contributions are not usually taxed, as these contributions are made after you have already paid income tax.  

    How these tax rules affect your individual super situation is something you should discuss with your financial adviser.

    For further information, visit the Australian Tax Office website at  

    Do I need to provide my tax file number (TFN)?

    You are not obliged to disclose your TFN, but there may be tax and other consequences if you don’t.

    Providing your TFN can be the key to paying less tax. Moreover, under the Government’s SuperStream changes, super funds must return employer contributions if no TFN is provided within 30 days of the contribution being received.

    You can provide CareSuper with your TFN through MemberOnline – a simple and secure way to manage your super.

    Do I have to pay tax when I withdraw my super?
    Tax may be applied to the withdrawal of your benefit in cash, depending on your age, the amount and composition of your benefit (in particular whether it contains a taxable component), the type of benefit, and what you do with it. If you are 60 or over, lump sum or pension withdrawals from taxed super funds are tax-free.


  • Investments

    Investment basics

    What does it mean that my money is invested?

    An investment is buying an asset to gain a return such as income, interest or appreciation (the increase in value of an asset over time). Your superannuation is an investment. When you put your money in one of our Managed or Asset Class investment options, it is used to buy units in an asset.

    Think of it this way:

    You buy units in an investment option, along with other members invested in that option. Each unit has a price based on the value of the assets that make up that option; the price increases or decreases in line with the value of these assets. Over time, this movement determines the net investment return of each option.

    Read the Investment Guide to find out more.

    What am I actually invested in?

    CareSuper invests your super savings within the Managed and Asset Class options across five main ‘types’ of investments or asset classes. These are:

    • Shares
    • Property
    • Alternatives
    • Fixed interest, and
    • Cash.

    You can log in to MemberOnline to see how your super is invested across these asset classes.

    How do I switch my investments?

    There are two ways to switch an existing investment choice or make your first investment choice:

    • Log in to your MemberOnline account and go to the 'Investments' section (if you aren't registered for MemberOnline yet, register now - it's easy!)
    • Complete the Investment choice form and return it to CareSuper (not applicable to the Direct Investment option).

    Note: A buy-sell spread may apply to switches (see 'What is a buy-sell spread').

    How do I cancel my investment switch?

    To cancel your investment switch you must complete the Investment choice form. You cannot cancel an investment switch via MemberOnline.

    You can change your investments weekly. If you have already submitted one Investment choice form for the week and wish to change your instructions, call the CareSuperLine on 1300 360 149.

    Why can I only switch my investments weekly?

    Investment switches are processed using the most recent price available as at the date of processing. As we calculate unit prices on a weekly basis, investment switches occur on this basis as well.

    The underlying principle when we adopted unit pricing was to ensure equity and transparency within the unit pricing and switching process. As increasing the frequency of unit prices would increase costs to members overall (and given that the majority of members remain in the same option over the long term) we felt this approach struck a balance between cost, timeliness and accuracy of information.

    Members who would like more control over investment decisions, including timing, may be interested in the Direct Investment option.

    What is the best investment option for me?

    The key to making investment decisions lies in determining your personal investment profile. It’s important to match your super investments to your individual risk profile so you don’t end up invested in an option that doesn’t suit your needs. You can find out about CareSuper’s range of investment options, including their risk levels and objectives, in the Investment options section of our website.

    You are encouraged to seek professional financial advice appropriate to your circumstances before making any investment decision. CareSuper members have access to basic super-related advice at no extra cost through CareSuper’s arrangement with Industry Fund Services.*

    *Financial advice is offered through CareSuper’s relationship with Industry Fund Services Limited (IFS), and is provided by an authorisation under the Australian financial services licence of IFS, ABN 54 007 016 195, AFSL 232514.

    Am I in a risky investment option? Am I in a safe option?

    We use the Standard Risk Measure (SRM) guidelines to help our members understand the different risk levels associated with each of our investment options. For more information on the SRM and the risk levels of our investment options, go here.

    To help you understand your risk profile and investing needs, CareSuper provides access to basic super-related financial planning at no extra cost.* Visit for more information.

    *Financial advice is offered through CareSuper’s relationship with Industry Fund Services Limited (IFS), and is provided by an authorisation under the Australian financial services licence of IFS, ABN 54 007 016 195, AFSL 232514.

    Why have I lost money?

    Share markets in particular can be subject to short-term volatility, meaning the prices of stocks may rise and fall in periods of uncertainty. If the price of stocks in which an option is invested falls, so too does the unit price of that option. This is a normal part of the investment cycle and the trade-off is that share markets can be expected, over the long term, to produce higher returns than traditionally stable investments such as cash.

    Let’s take the Balanced (MySuper) option as an example. This option holds around 75% of its assets in Australian and overseas shares, direct property and other investments including infrastructure and private equity and alternatives. This option is also likely to produce a negative return 4 in every 20 years.

    When this occurs, it is important to remember that superannuation is a long-term investment and your investment strategy should reflect this. CareSuper takes a long-term approach to investing your super and has a history of strong long-term returns. In fact, the Balanced option’s 10-year average return of 7.39% to 30 June 2015 places CareSuper in the top 5 of similar Balanced options according to independent ratings agency SuperRatings.*

    *As measured by the SuperRatings Fund Crediting Rate Survey – SR50 Balanced (60-76) Index, June 2015.

    Do you invest sustainably?

    At CareSuper, we integrate the consideration of environmental, social and governance (ESG) factors into our investment process in the belief that managing these risks will improve long-term returns for members. We apply these ESG principles across all asset classes that make up our investment options, thereby providing strong sustainability credentials. We also strongly encourage all of our investment managers to consider ESG factors when investing.

    What are net investment returns?

    The net investment returns are based on the performance of the investment option and are calculated after investment fees and taxes are deducted. The return can be positive or negative and is reflected in the unit price of each option.

    The only exception to this is returns on the MySuper dashboard. These are calculated after investment fees, taxes and administration fees.

  • Direct Investment option

    Direct Investment option basics

    Who can open a DIO account?

    To be eligible to invest in the Direct Investment option (DIO), you must have a minimum of $10,000 in your CareSuper account and observe the following rules:

    • Super members can invest a maximum of 95% of your total CareSuper account balance in the DIO, subject to a minimum balance of $3000 remaining in CareSuper’s other investment option(s). Pension members can invest a maximum of 80% of your total CareSuper account balance in the DIO, subject to a minimum balance of $3000 remaining in CareSuper’s other investment option(s).
    • You need to maintain at least $500 in your cash account at all times to cover your transactions and related fees and taxes
    • A maximum of 75% of your total CareSuper account balance can be invested in listed securities
    • Your entire DIO account balance can be invested in term deposits, as long as you maintain a minimum cash account balance of $500
    • To register for the DIO you must provide your email address.
    How do I register for a DIO account?

    Before investing in the Direct Investment option (DIO), we recommend reading the CareSuper Investment Guide (Pension Guide for pension members) for full details about this option. For an overview, you can read the DIO pages of the website for super and pension members.You may also wish to consult a financial planner.

    To start investing in the DIO simply log in to your CareSuper MemberOnline (PensionOnline for pension members) account. If you’re not yet registered, register now and follow the prompts.

    Inside your MemberOnline (PensionOnline) account, click on the ‘Investments’ link and follow the instructions to register for the DIO.

    Once you have been successfully registered you will be provided with instructions on how to access your account.

    If you require assistance, please call the CareSuperLine on 1300 360 149 (1300 664 781 for Pension).

    What are corporate actions?

    Corporate actions are events initiated by a public company that affect the securities issued by that company, for example:

    • Direct financial impact (e.g. share purchase plan or share buyback)
    • Indirect impact (e.g. share split)
    • No financial impact (e.g. name changes)

    Corporate actions are split between elective/non-elective. Members are emailed about corporate actions in which they can participate. If a member does not make an election, the company’s nominated default option will apply.

    How is my super taxed in the DIO?

    As all investments in the Direct Investment option (DIO) are made via CareSuper, you benefit from the concessional tax treatment applicable to super investments.

    Each trade will incur either a capital gain or loss that could result in a tax liability. For more on tax information related to the DIO, please read the CareSuper Investment Guide.

    Pension members:
    Since investment returns you earn within a CareSuper Pension are tax-free, no tax will apply to any investments you hold in the Direct Investment option. This means that you will not incur a tax liability or credit for any tax on earnings, interest or any other income, capital gains or losses, and foreign tax offsets will not apply. However, you will receive the benefit of franking credits. Please read the CareSuper Pension Guide PDS for more information.

    What if I don’t know much about equities and the stock market?

    The Direct Investment option (DIO) is most suitable for members who have a good understanding of how stock markets work and are comfortable selecting their own investments from the range of investments available in this option.

    It’s important to remember that the equities available through the DIO are high-risk. Your super is important and you will want to be confident in the choices you are making. We recommend seeking professional financial advice before changing your investments. It is also a good idea to learn about trading on the stock market before you start. You can learn more about the stock market by:

    • Accessing a wealth of information, including free online classes, on the ASX website.
    • Read financial journals and the financial pages of newspapers to keep abreast of the stock market, and
    • Download the annual reports from the websites of companies in which you would like to invest.
    When will my trading instructions be put into action?

    Any trading instructions will generally be placed on market once they are confirmed online. This means as long as the ASX is trading that day and your order is confirmed through Direct Investment Online between 10am and 4pm (Sydney time) it will generally be placed on market as soon as possible. (This will occur within a maximum of two hours where there is an available and orderly market for that security.)

    Some global exchange-traded funds (ETFs) or listed investment companies (LICs) may increase or decrease in price at specific times of the day due to time differences between the ASX trading hours and the trading hours of the overseas exchanges on which they are listed.

    Important note: You must hold securities before you can sell them and they must settle before you can use the cash proceeds to fund another purchase.

    How long must I hold listed securities for in order to be eligible for franking credits from any dividends paid?

    You must hold listed securities for at least 47 days before you can be eligible for franking credits from any dividends. To be eligible for a dividend you must have purchased the securities before the ex-dividend date.

    How do I transfer my super from the DIO to the CareSuper pension?

    If you are an existing CareSuper member applying for a CareSuper Pension and you are currently invested in the Direct Investment option, you can transfer your existing investments directly into your CareSuper Pension. This may be a simple way for you to transition your investments from super to pension, since you will not need to sell your Direct Investment option investments and buy them again in your new pension account. Transfers are subject to the maximum percentage of your pension account that may be invested in the Direct Investment option – a maximum of 80% applies to pension accounts.

    For more information about transferring your Direct Investment option investments, please read the Pension Guide PDS or call us on 1300 360 149.

    Is the Direct Investment option affected by unit pricing?

    Unit prices do not apply to the Direct Investment option (DIO). If you take money out of a Managed or Asset Class investment option to invest via the DIO, sell costs may apply.

    Any switches into or out of your cash account must be requested online by midnight Friday (AEST) in line with the switching timeframes outlined in the Investment Guide (Pension Guide for pension members).

    The value of your investments in the Direct Investment option is determined by the market price of any listed securities and/or the amount held in any term deposit (taking into account any adjustments for income, gains, fees, taxes or other adjustments applied to your cash account).

  • Insurance

    Insurance basics

    What cover am I entitled to when I join CareSuper?

    If you join CareSuper as an Employee Plan member (meaning your employer pays your super contributions), you will automatically receive default death and total & permanent disablement (TPD) cover (subject to meeting eligibility conditions).

    You can take advantage of CareSuper’s New Member Options, which relate to increasing death and TPD cover and/or applying for income protection cover by answering a few health questions. For conditions and exclusions, follow the above link or see ‘Can I apply for higher cover?’ below.

    If you are not linked to an employer and make your own contributions to super, you are a Personal Plan member. Personal Plan members do not receive default cover, but are still eligible to apply for insurance through CareSuper. (Read more about tailoring your insurance.)

    Note: All cover is subject to assessment and acceptance by the insurer.

    I am part of a Corporate insurance arrangement (CIA) – what does this mean?

    Being part of a Corporate insurance arrangement simply means that CareSuper, along with your employer, has established insurance for you through your CareSuper membership. This insurance arrangement may differ from the default insurance arrangement available to Employee Plan members. If you are a member of a CIA, please see the Corporate Insurance PDS and your relevant Corporate Insurance Guide for more information.

    Why do I have insurance? I never applied for it/who authorised you to take premiums for it?

    As a MySuper compliant fund we are required by law to provide a default level of insurance cover to all new members who join through their employer. This cover is subject to eligibility and provided on an opt out basis.

    It’s worth noting that because your cover is through your super, it is tax-effective and provided at cost-effective group rates – this means it’s flexible and competitively priced.

    You can apply for extra death and TPD insurance cover or add income protection online via MemberOnline. To opt out of insurance cover, call the CareSuperLine on 1300 360 149 to request the necessary form.

    Who is CareSuper’s insurer?

    CareSuper’s insurer for death, TPD and income protection cover is MetLife. For nearly 150 years MetLife has been helping people in times of need. Across the globe, over 100 million people trust MetLife to take care of their insurance needs, including nearly 2.7 million Australians.

    CareSuper is dedicated to providing members with meaningful benefits, sustainable premiums and support when they need it most. We believe that the partnership with MetLife aligns with CareSuper’s culture and commitment to always acting in the best interests of members.

    If I submitted an application for insurance cover to CareSuper’s previous insurer and I haven’t been advised of the outcome yet – what should I do?
    Your application will be assessed by CareSuper’s new insurer, MetLife. MetLife will get in touch with you about your application.
    What is ‘active employment’?

    Being in ‘active employment’ is a condition of CareSuper’s insurance policy. Members are required to be in active employment in order for full cover to commence, otherwise ‘limited cover’ may apply.

    Meeting active employment is dependent on whether an insured member is employed to carry out identifiable duties and is actually carrying out those duties on a full time basis (35 hours per week) or capable of carrying out those identifiable duties unrestricted by sickness or injury on a full time basis. If you are not in active employment: 

    • For all of the first 30 days after insurance cover commences
    • On the date you apply to transfer cover
    • On the date your increased cover commences, or
    • When your cover recommences,

    limited cover will apply until you have been in active employment for at least 2 consecutive months.

    For a full definition of both active employment and limited cover, see the Insurance Guide.

    What is the default insurance cover for Personal Plan members?

    If you are not linked to an employer and make your own contributions to your super, you are a Personal Plan member. Personal Plan members do not receive default insurance, but can still apply for cover (subject to assessment and acceptance by the insurer).

    To learn how to tailor your insurance and apply for cover, see the Insurance Guide.

    Can I apply for higher cover?

    Employee Plan members under age 60 can apply to:

    • Increase their death and TPD cover and/or add income protection with no health assessment (up to the lesser of 7 x salary or $750,000) if they do so within 90 days of the date on their Welcome letter or email* (as part of the New Member Options); and
    • Increase existing death and TPD insurance for specific ‘life events’ – for example, marriage or taking out a mortgage on a primary residence – without having to provide medical evidence.*

    Members can apply to increase their cover at any time, subject to assessment by CareSuper’s insurer. Maximum limits apply (see next question).

    *New Member Options and life events are subject to a pre-existing condition exclusion.
    If I apply for higher insurance cover outside of the 90-day New Member Option, what is the maximum cover I can apply for?
    Your insurance options (evidence of health required)
    Death Up to $10,000,000 (unit-based or fixed)
    TPD Up to $3,000,000 (unit-based or fixed)
    Income protection Up to $40,000 per month* (unit-based only)
    *Maximum benefit limits apply. Refer to the Insurance Guide.

    You can apply to increase your cover online through MemberOnline. Alternatively, you can complete the Insurance application form.

    For information regarding 'fixed' cover, see 'How does fixed cover work?'

    Can I transfer my account and insurance from the Personal Plan to Employee Plan and vice versa?

    An insured member under the Personal Plan who fulfils the eligibility provisions of either the Employee Plan or a Corporate insurance arrangement can apply to transfer any existing cover from the Personal Plan to the Employee Plan and vice versa.

    To do this, simply complete the Member application form and the Transfer your insurance form.

    Will I be covered if I travel overseas?

    You are covered indefinitely while you are outside Australia, subject to the conditions of the insurance policy. However, income protection benefit payments are restricted to 12 months while overseas (unless otherwise agreed in writing). You are not required to advise the Fund or insurer before you travel overseas.

    How much cover do I have/what type of cover do I have?

    Log in to MemberOnline to access your personal information and to determine the amount of cover and type of cover you have.

    We recommend regularly re-assessing your insurance needs. To do this, use the insurance calculator on our website. This allows you to input your personal details to help determine the amount and cost of cover suitable for you.

    (If you’re not registered for MemberOnline, it’s easy to register now. If you would prefer to speak to one of our friendly staff, call the CareSuperLine on 1300 360 149.)

    How can I control what happens to my money in the event of my death?

    To ensure your super and any insurance benefits go to the right person, it’s important to nominate one or more beneficiaries and/or your legal personal representative.

    There are two types of beneficiary nominations: binding and non-binding. Importantly, a non-binding beneficiary nomination will be used by the Trustee as a guide only.

    To nominate binding beneficiaries, use the Binding beneficiary nomination form. Note that there are specific rules surrounding binding beneficiary nominations.

    For more information on making a beneficiary nomination, read the Nominating your beneficiaries fact sheet.

    What does 'eligible for cover' mean?

    If you apply for or increase your insurance cover you may be assessed to see if you are entitled to this cover. In the event that you make a claim, your cover will be assessed to determine whether you are eligible to receive a benefit payment. Cover is subject to eligibility at all times. For details on eligibility, including exclusions and restrictions, see the Insurance Guide.

    How will my claims be handled?

    We understand that this may be a difficult time for you, and we’d like to help.

    To help you understand the process, we’ve prepared a fact sheet outlining what’s involved when making a claim and the next steps.

    All claims are unique, and some may be more complex than others. Along with the insurer, we will strive to make this process as straightforward as possible, and our dedicated insurance specialists will be available throughout to provide assistance.

    Please email us or call the CareSuperLine on 1300 360 149 to find out more. Our friendly staff will provide you with the fact sheet that’s relevant to your needs.

    What is a pre-existing condition exclusion and how could it apply to me?

    From 1 July 2014, a pre-existing condition exclusion applies to new additional insurance cover that does not require evidence of health. This includes New Member Options and life events cover.

    This means you cannot make a claim for illness or injury relating to pre-existing conditions that occurred during the five years before the increased cover commenced. (This exclusion does not apply to default cover.)

    For more information see the Insurance Guide.


    Death and TPD cover

    What is death and TPD cover?

    Death cover provides a lump sum payment to your beneficiaries if you die to ensure the ongoing wellbeing of family members (certain restrictions apply). Early release of the death benefit may also be available if you are terminally ill.

    Total & permanent disablement (TPD) cover provides a lump sum payment if you are never able to work again due to injury or illness. This payment could be used to cover medical bills and to ensure the overall security of your family and your home.

    You must meet the eligibility criteria in order to obtain cover. To find out more, read the Insurance Guide.

    How much cover do I need?

    How much cover you need depends on your individual circumstances. While you’ll automatically receive the default level of cover if you are an eligible Employee Plan member, it’s a good idea to assess your actual insurance needs and adjust your cover accordingly.

    For more information read the Insurance Guide and check out our insurance calculator.

    If you would like to speak to someone about your insurance needs, CareSuper members have access to Industry Fund Services financial planners.* Basic advice is at no extra cost. It’s simple to get in touch.

    Financial advice is offered through CareSuper’s relationship with Industry Fund Services Limited (IFS), and is provided by an authorisation under the Australian financial services licence of IFS, ABN 54 007 016 195, AFSL 232514.
    What if I have made a previous TPD or terminal illness claim?

    If you have received a payment of any type as a result of a TPD claim from CareSuper or another superannuation fund or insurance policy you are only eligible for death cover.

    If you have previously been paid a terminal illness benefit or have been diagnosed with an illness that reduces your life expectancy to less than 12 months, you will not be eligible for death, TPD or income protection cover with CareSuper. Please call us on 1300 360 149 if this applies to you and we can update your account.

    What is my occupational category?

    There are three occupational categories, each reflecting the level of risk associated with different roles and occupations. Each category has a different amount of cover per unit. The three categories are:

    • General
    • Office, and
    • Professional

    For further information on occupational categories, and to determine which category applies to you, refer to the Insurance Guide.

    How does fixed cover work?

    With fixed cover, your level of cover will stay the same but your premium will increase as you get older and is determined by your age and occupational category. You can choose to have your fixed cover indexed, meaning that it increases 5% on 1 July each year to account for inflation.

    To determine what you annual premium would be for fixed cover, see the example provided in the Insurance Guide.


    Income protection

    What is income protection cover?

    Income protection cover provides a temporary replacement income if you are unable to work due to illness or injury (specific conditions apply). This means you can continue to pay your bills while taking the time to recover and recuperate.

    Am I eligible to apply for income protection?

    To apply for income protection you must be aged under 65 and on an ongoing basis be earning at least $16,000 p.a. or working 15 hours or more per week. Acceptance is subject to assessment by the insurer. Exclusions and restrictions apply.

    Am I covered for income protection?

    To qualify for an income protection benefit, you must suffer (while insured) an illness or injury that meets the definition of total disability or partial disability and have been unable to work for the applicable waiting period.

    Premium loadings and/or exclusions may apply to some members. To find out more, read the Insurance Guide or visit

    Does my income protection cover me in the event of redundancy or dismissal?

    No, income protection does not provide a benefit payment if you are made redundant or dismissed from your employment. Income protection is designed to be a temporary replacement income in the event that you are unable to work due to illness or injury.



  • Retirement


    What pension options are available through CareSuper?

    Retirement means something different for everybody, which is why CareSuper offers two flexible pension products:

    • A standard account based pension (the CareSuper Pension), to suit those who are retired or otherwise eligible to access their super, and who want to receive a regular income from their super savings
    • A non-commutable account based pension (the CareSuper Transition to Retirement Pension), which is a transition strategy suitable for who have reached preservation age, are still working and looking to supplement their income with their super savings. 

    For more details about these options, we recommend you read the Pension Guide.

    Why should I take out a CareSuper pension?

    The benefits of a CareSuper pension include:

    • A regular income, whether you’re permanently retired or still working
    • The advantages of a tax-effective income and access to a tax offset if you’re between 55 and 60 years of age
    • Tax-free investment earnings, meaning you could pay less tax on any earnings from term deposits and/or securities held through the Direct Investment option than you would if you held the investments directly
    • The flexibility to select the amount of payments you’d like to receive (within legislated limits), and
    • The ability to capitalise on investment earnings by choosing from a wide range of investment options based on your needs and investment timeframe.
    How long will my pension last?

    Your pension will be paid until the earlier of the following:

    • Your pension account balance reaching zero, or
    • Your death.
    How do I go about planning for my retirement?

    Our online Retirement Guide can help you understand the steps you need to take to start planning for your retirement. You can:

    • Review your current situation
    • Explore strategies to increase your savings
    • Understand the government assistance options available to you, and
    • Use a range of tools and resources.

    We also offer a Transition to retirement super calculator. Try it now to see what you might be able to achieve using a few basic strategies.  

    For professional advice options, see the next question.

    Who can I talk to about my retirement options?

    Are you a CareSuper member? Then you have access to financial advice from our team of dedicated financial planners.*

    You can obtain advice in the way that suits you best, whether that’s over the phone at no extra cost, in one of our offices, or via a web-based meeting. 

    For more complex advice, your first consultation is at no extra cost and obligation free, and any fees going forward will be clearly explained.

    Go to our advice page to book a call back, or call 1300 360 149 to ask to speak to a planner.

    *Financial advice is offered through CareSuper’s relationship with Industry Fund Services Limited (IFS), and is provided by an authorisation under the Australian financial services licence of IFS, ABN 54 007 016 195, AFSL 232514.

    What happens if I die before my pension account runs out?

    When you start your pension you will have the option of nominating your spouse or eligible dependant as a ‘reversionary beneficiary’. This means that if you die the balance left in your account will be paid to your reversionary beneficiary.   

    Alternatively, you can nominate a preferred binding or non-binding beneficiary or legal personal representative. For more information see the CareSuper Pension Guide.

    What are ‘unrestricted non-preserved’, ‘preserved’ and ‘restricted non-preserved’ benefits?

    The money you have in your superannuation account is classified according to how and when your contributions were made. These classifications determine when and how you can access your money.

    • Unrestricted non-preserved benefits are ‘unlocked’, meaning your money can be accessed by you at any time upon request. Generally, your super benefit will become unrestricted non-preserved when you satisfy a Government requirement (as outlined in the Pension Guide).
    • Preserved money is any contribution paid into a super fund (including the investment earnings you receive) since 30 June 1999. Generally, you cannot access your preserved money unless you have reached your preservation age, ceased gainful employment, or met a condition of release as outlined in the Pension Guide.
    • Restricted non-preserved benefits are typically tied to employment-related contributions made before 1 July 1999. Generally, if the member stops working for the employer who has contributed to the fund, they may be able to access these benefits.
    What is my preservation age?
    Date of birth Preservation age
    Before 1 July 1960 55
    1 July 1960 - 30 June 1961 56
    1 July 1961 - 30 June 1962 57
    1 July 1962 - 30 June 1963 58
    1 July 1963 - 30 June 1964 59
    After 30 June 1964 60

    CareSuper Pension

    Am I eligible to apply?

    Almost anybody can start a CareSuper Pension, provided they have immediate access to their superannuation benefits in the form of unrestricted non-preserved money of at least $10,000.

    There is no age restriction, so a CareSuper Pension may also be an appropriate option for someone who is permanently incapacitated and has been paid a lump sum benefit.

    What goes into my pension account?
    • An initial transferred amount of $10,000 or more of eligible funds
    • Investment returns
    What comes out of my pension account?
    • Regular pension payments (once started), less any applicable tax
    • Fees and administration costs
    How are pension payments paid?

    Pension payments are made directly into your nominated bank, building society or credit union account. Your nominated account must be held either in your name, or, if the nominated account is held jointly, you must be one of the account holders.

    (Note that pension payments cannot be drawn from the Direct Investment option.)  

    How much can I withdraw from my account?

    You can make a partial withdrawal (over and above your pension payments) or full withdrawal at any time by completing and returning the Pension withdrawal form. This form can be obtained by calling the CareSuper PensionLine on 1300 664 781.

    You can also make withdrawals online using PensionOnline. Note that a minimum of $1000 and a maximum of $10,000 apply to online withdrawals. One withdrawal is allowed per day, and it takes up to 3 working days to process your online withdrawal request (subject to special processing rules applicable to investments via the Direct Investment option).

    Can I make contributions to my pension account?

    No. Once you have opened a pension account you cannot make any additional contributions to this account. However, you can close your existing account and open a new account, combining any additional contributions with your existing balance.

    (Note that Government changes to deeming rules could affect you if you choose to close your current account and open a new one. To find out whether your entitlements – including the age pension – could be reduced, we recommend speaking to an expert first. You can find help on our advice page.)

    Do I need to inform Centrelink about my pension payments?

    Centrelink needs to know some details about your CareSuper Pension in order to calculate payments such as the age pension. CareSuper communicates this information directly to Centrelink via electronic transfer every February and August. You can request a Centrelink schedule from CareSuper at any time.


    Transition to Retirement (TTR) Pension

    What is a Transition to Retirement Pension?

    With CareSuper’s Transition to Retirement Pension you can receive a regular income from your super while continuing to work and build your retirement savings. Effectively, you may be able to:

    • Reduce your working hours but maintain your cash flow
    • Decrease the amount of tax you pay through salary sacrifice
    • Maximise your super through tax-effective income and tax-free pension payments for members over 60.
    What are the main differences between a CareSuper Pension and a TTR Pension?

    The TTR Pension is a great alternative to the CareSuper Pension if you have reached your preservation age, are  still working full-time or part-time and want to supplement your salary with pension payments from your super.

    Unlike the CareSuper Pension, the TTR Pension is non-commutable and there are maximum withdrawal amounts.

    Which TTR strategy suits me the best?

    To find out how a TTR strategy may work, go to our super calculators page and use the TTR calculator.

    For a more personalised look at your situation, we recommend speaking to a financial planner.* CareSuper members have access to basic over-the-phone advice at no extra cost, as well as full advice on a fee-for-service basis.

    CareSuper also holds free retirement planning seminars throughout Australia each year to help educate members on a range of financial matters. Keep your eye out for upcoming seminars on the CareSuper Events page.

    *Financial advice is offered through CareSuper’s relationship with Industry Fund Services Limited (IFS), and is provided by an authorisation under the Australian financial services licence of IFS, ABN 54 007 016 195, AFSL 232514.

    How do I move from a TTR Pension to a CareSuper Pension?

    When you reach age 65 your Transition to Retirement Pension will convert to a standard CareSuper Pension account (unless you advise us that a condition of release has been met prior to this).

    Can I make a lump sum withdrawal from my TTR Pension?

    The TTR Pension account is non-commutable, meaning that generally government legislation does not allow you to withdraw lump sums. For exceptions, read the Pension Guide.

    When are payments from a TTR Pension made?

    You can choose to be paid twice-monthly, monthly, quarterly, half-yearly or yearly.

  • CareSuper mobile app

    CareSuper mobile app

    What does the app show?

    The mobile app shows details of your CareSuper account.

    What can I do in the app?

    Most things that can be done in MemberOnline and PensionOnline can be done with the CareSuper mobile app. The CareSuper mobile app lets you:

    • Get your account details easily, including member number
    • Check your current balance and transaction history
    • Update your personal information
    • Combine your other super into CareSuper*
    • Make changes to how your super is invested
    • View any existing insurance cover*
    • Nominate non-binding beneficiaries
    • Add your tax file number
    • Access your personal BPAY details to make personal contributions*
    • Receive important notifications from CareSuper
    • Make changes to your pension payment information (pension members only).

    *Super members only.

    You must be registered for MemberOnline or PensionOnline to use this app.

    How do I download the app?

    Google Play (Android)
    To download the app on your android device, visit the Google Play Store

    Apple Store (iPhone)
    To download the app on your Apple iOS device, visit the Apple App Store

    Can my phone support this app?

    This app supports the latest operating version, along with future versions. These are currently:

    • iOS versions 8 & 9
    • Android versions Lollipop (5.1x) and Marshmallow (6.0)
    Who can use this app?

    If you have a super account or a pension account and have registered for MemberOnline or PensionOnline, you can use this app. Simply register here or join CareSuper today.

    How do I reset my password?

    If you have forgotten your password you can call us on 1300 360 149 to reset your details.

    If you would like to reset your password yourself, or change your password, you will need to log in to MemberOnline or PensionOnline on your desktop, rather than via the app.

    How do I set up a pin?

    When logging in, choose ‘Remember me’. You will then have the option of setting up a pin to make future log-ins easy.

    I’ve forgotten my pin. What do I do?

    On the pin screen simply select ‘Forgot your pin?’ This will take you back to the log-in page, where you will need to log back in with your username or member number and password. You can then choose a new pin.

    How secure is the CareSuper mobile app?

    Information in the CareSuper mobile app is protected by your log-in – i.e. your pin and password. We suggest keeping your log-in information secure and changing it regularly. It’s also important to make sure you log out of the app after you finish each session.

    Is there any cost?

    No, you do not need to pay to purchase the app, however, mobile data and usage fees may apply.

    How do I update the app?

    If your phone is set to automatically update, you will not be required to do anything. However, if you manually update your apps you will need to regularly check the App Store or Google Play for updates.

    Which version is my phone running?

    If you have an Android device, you can check which version it is running by:

    1. Going to ‘Settings’
    2. Selecting the ‘About device’ option
    3. Checking the number under ‘Android version’. The three numbers listed there (e.g. ‘4.04’) indicate which version your phone is running.

    If you have an iPhone, you can check which version it is running by:

    1. Opening the ‘Settings’ app
    2. Going to the ‘General’ section
    3. Going to the ‘About’ section
    4. Scrolling down until you find the row ‘Version’, where the version number will be displayed (e.g. ‘9.3.3’)
    I have multiple accounts. Can I switch between them?

    Yes, but you must first contact CareSuper on 1300 360 149 to link your accounts.

    Once you have done this, you can easily toggle between your super and pension accounts using the app. Simply choose which account to view when you log in, or switch between accounts by clicking the CareSuper logo at the top of the home page.

    Already linked your accounts? Then you’re good to go. The toggling functionality will already be visible when you download the app.



This website contains general advice, not taking into account your objectives, financial situation or needs. Before acting on this advice you should determine if it is appropriate for you. Before acquiring a product, first read its product disclosure statement. Some products and services offered on this website are provided by third parties. The trustee is not responsible for the products or services, views or actions of these third parties. Terms and conditions may apply which should be obtained from the third parties direct. The trustee does not accept liability if loss or damage is incurred from the acquisition of third party products or services. Past performance is not a reliable indicator of future performance and you should consider other factors before choosing a fund or changing your investments. CARE Super Pty Ltd (Trustee) ABN 91 006 670 060 AFSL 235226 CARE Super (Fund) ABN 98 172 275 725
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