Overseas call +61 3 9192 4416.
Locked Bag 20019
Melbourne VIC 3001
If you’re having trouble logging in to your account, you might need to reset your password.
If you haven’t logged into MemberOnline before, you will need to register here. You’ll need your Client ID – which you can find in your welcome email (or letter) or your annual statement.
If you are waiting for a password reset email to come – we know these can sometimes be delayed. If you’ve been waiting more than an hour or a password reset process is not working for you, please call 1300 360 149 or contact us online.
If you have recently exited the fund, but are trying to re-join, then you will need to contact us directly to set up and access MemberOnline.
If you have recently made an investment switch it can take up to 3 business days to process.
Confirmation of the switch will be sent in an email. This will confirm when the switch is effective and provide assurance of it being processed.
You will not receive an email when you request an investment switch via MemberOnline, only when it is completed.
It can take up to 10 business days to complete a partial withdrawal (over and above your pension payments) or a full withdrawal from your pension account.
Through MemberOnline you can:
- Update your bank account details
- Track your payment history
- Change your drawdown strategy
- Change your drawdown frequency
- Change the amount you withdrawal
- Make a one-off withdrawal.
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, or
- Other criteria set by the Government.
To access your super, contact us 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 Retirement Guide.
We're ready to listen and we'll address any issues as fairly as we can.
What you can expect
We’ll aim to resolve your complaint as quickly as possible, and we’ll aim to acknowledge your complaint in writing within 1 business day of receiving it.
If you’re not satisfied
If you’re not happy with how we handle your complaint, or if we take more than 45 days to resolve your complaint, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA).
AFCA provides free, fair and independent financial services complaint resolution for consumers. AFCA can only accept a complaint once we have investigated it first, so we encourage you to contact us first to resolve your complaint.
Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne VIC 3001
If you have difficulty communicating with us, we can provide you with the support you need. This could be translation services, braille or any other services. Get in touch with us and let us know how we can help.
You can make a whistleblower report if you are a member, officer, employee, goods or service provider, associate, trustee, custodian or investment manager of CareSuper. You can also make a report if you are a relative, dependant or spouse of any of the above.
You have the choice to make a report anonymously or to provide your details. Any report made will be investigated and you will be protected according to our whistleblower policy and the law. If you provide your details and request to be contacted about your report, our Whistleblower Officer will contact you.
For all media enquiries please contact:
Mobile: 0400 127 559
Email: [email protected]
* Financial advice obtained over the phone, or through MemberOnline, is provided by Mercer Financial Advice (Australia) Pty Ltd (MFAAPL) ABN 76 153 168 293, Australian Financial Services Licence #411766.