Member statement hub

Member statement hub

Find answers to your statement questions here
Read more about your super performance for 2022/23.

Welcome to our statements hub — specifically set up to help you with any questions you may have about your annual statement. 

If you don’t find the answer to your questions here, try our superannuation FAQs and retirement FAQs. Alternatively, call us on 1300 360 149 between 8am and 8pm (AET) Monday to Friday. 


CareSuper statement FAQs

Your personal details and other general questions
How can I check my current account balance?

To check your most recent balance log in to MemberOnline or register for MemberOnline access. You’ll need your Client ID and date of birth connected to your account. Alternatively, contact us.

How can I update my personal details?

To update your personal details, log in to MemberOnline with your email address and password. Go to the Personal details section using the menu in the top right-hand corner of the screen. If you haven’t registered for MemberOnline, you can download and complete the Change my details form or call us on 1300 360 149. 

How did CareSuper perform in the 2022/23 financial year?

Our Balanced (MySuper) option produced a return of 9.05% for the year ended 30 June 2023. The pension Balanced option returned 9.59% to 30 June 2023. 

Our returns remain strong over all time periods.* You can read more about our long-term strong performance here.  

For more on our investment performance, you can also watch our latest investment update from our Chief Investment Officer, Suzanne Branton. You can also view our full investment returns here

* SuperRatings Fund Crediting Rate Survey – SR50 Balanced (60-76) Index – June 2023. 

Online statements
How can I access my online statement?

Follow the instructions in the email you received to view your online statement. 

Click on the personalised and secure link to your statement, then enter the surname and date of birth we have on record for you to log in. If your details don't match our records, for security reasons you'll be permanently blocked from accessing your statement after two attempts, and you’ll need to view a PDF of your statement from your online account.

I’m locked out of my online statement. Can CareSuper unlock it for me?

Unfortunately, we're unable to unlock your online statement once you lock yourself out. This is for security reasons, to make sure that your statement details are protected from anyone who may be looking to access this information fraudulently. Please log in to MemberOnline, where you can access a PDF version of your annual statement.

Where do I find my statements in MemberOnline?

You can download your statements on desktop from the MemberOnline Dashboard, in the bottom left hand corner when you log in or from ‘Account activity’ tab in the drop-down menu. This isn’t currently available in the app.

Can I print my online statement?

Your online statement is designed for screen and won’t print easily. 

If you’d like a printed copy of your statement, you can download your PDF statement from MemberOnline and print it. At the top right-hand corner of your interactive statement, there’s a link that says ‘Download your statement and quick reference guide’ — you can also print your PDF statement from here. Alternately, you can call us on 1300 360 149.

Will my online statement work in Safari/Chrome/Edge/Firefox?

Interactive online statements are designed to work in all browsers and on any device/screen size. Your statement is responsive and will shrink to fit the size of your screen so you can navigate easily and clearly. 

Why did I receive an SMS notification about my online statement?

We've sent an SMS to some of our members to remind them their statement is available. We only sent you an SMS if your communications preferences for annual statements allowed this.

To opt out of receiving SMS notifications, log in to MemberOnline. Go to your personal details section, and view your communications preferences. You can opt out of SMS notifications for your annual statements by selecting either ‘email’ or ‘post’ only.

How can I receive online statements?

To receive online statements in future, log in to MemberOnline. Click onto the person graphic at the top right and select Personal Details from the drop-down menu. Ensure we have your correct email address. Scroll down to Communications preferences and click on the View/update communications preferences button. From there you can choose to have your annual statements sent by electronic method.

Your Pension or Transition to Retirement pension statement (pension members only)
How do I change my pension payment amounts?

Log in to MemberOnline and where you can view and change the: 

  • Amount paid from your pension
  • Frequency of your payments 
  • Bank account that payments are sent to, or your
  • Drawdown strategy

Hint: Once you’ve logged in to your account, click ‘Pension Payments’ from the menu in the top right-hand corner of your screen.

What are the minimum withdraw limits for this financial year?

You’re legally required to draw a minimum pension, based on your age at 1 July each year, and the minimum annual withdrawal limit changes as you get older. TTR members also have a maximum payment limit. 

The Federal Government has now removed the temporary reduction to minimum withdrawal limits that was put in place during Covid.  

We’ve shown the current minimum withdrawal limits in the table below.

  Percentage of account balance
Age Current rate
Under 65 4%
65 to 74 5%
75 to 79 6%
80 to 84 7%
85 to 89 9%
90 to 94 11%
95 and over 14%

For more information, go to our Retirement FAQs page

What is the tax-free ratio and tax-free component?

Tax-free ratio

The tax-free ratio is the proportion of your income payments that are tax free. 

Tax-free component 

Your pension or Transition to Retirement (TTR) account balance is made up of two components — the taxable component and the tax-free component. As the names suggest, the taxable component attracts tax, while the tax-free component doesn't. The amount of tax applied to the taxable component depends on your age and the type of account you have.

The proportion of these two components is calculated when you start your pension or TTR based on the history of contributions and earnings in your account. The fixed tax-free proportion then applies to each payment you receive.

After age 60, no tax applies to income payments or withdrawals regardless of the tax components. 

How can I change the way my pension payments are drawn?

If you have a pension account, you can change which investment option your payments are drawn from. This lets you invest money you’re planning to use straight away in a lower risk option and leave the rest to grow, if that approach is right for you. 

To change how your pension is drawn down, log into MemberOnline and use the menu in the top right-hand corner to find the ‘Pension Payments’ section. You can also complete the Pension election form and send it back to us.  

Speaking to a financial planner can help you decide the best way to structure your drawdown options. You can access this advice over the phone at no extra cost.*  

Note: P
ension payments can’t be drawn from the Direct Investment option (DIO) and our advice excludes the DIO. 

* 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.


I have a super AND pension account with CareSuper. Will I receive my statements at different times?

Yes, this is likely to occur since we’re sending super statements and pension statements on different days. So, your super statement may arrive several days before or after your pension statement – or vice versa. 

Insurance (for super members only)
How can I change or cancel my insurance cover?

Generally, you can apply to increase and/or fix your death or TPD cover, apply for income protection cover, change your occupational category, transfer your cover in from another fund or cancel or reduce your cover at any time by logging in to MemberOnline and clicking on insurance information on the bottom right. Contact us if you need help changing your cover and check your relevant Insurance Guide for eligibility and more information. 

What are the benefits of having insurance cover through my super fund?

Sometimes custom-made is the best way to get exactly what you want. That’s why we offer plenty of choice when it comes to the type and amounts of insurance you can have in an affordable and tax effective way. As a CareSuper member you have access to group rates with fees deducted from your super account, and our age and gender-based pricing model generally helps us deliver value for you. 

How can I find out more about insurance with CareSuper?

Read some of the most frequently asked questions about insurance cover and find out more about the different types of cover available to you. If you still need more information, call 1300 360 149 and ask to speak to our insurance team.

How do I make an insurance claim?

If you think you are eligible to make an insurance claim, read online about our claims process. To get started on your claim, call 1300 360 149.

Why does my insurance look different from last year?

If you were covered with us at any time during the financial year, you might notice your insurance cover is a bit different to what you saw in your annual statement last year. This is because we made changes to our insurance offering on 1 April 2023

We updated our insurance offering to help us deliver flexible cover that continues to meet our members’ needs, and to allow us to remain affordable and fair over the long term. 

You can read the Significant Event Notice we sent you in February/March 2023 to understand your new cover and costs that applied from 1 April 2023 or call us on 1300 360 149 if you have any questions. 

What if I changed my beneficiaries after 30 June 2023?

If you cancelled or changed a nomination after 30 June 2023, your statement may not capture your updated nomination. To check your current beneficiary nomination, log in to MemberOnline or call us on 1300 360 149. 

How do I nominate a beneficiary?

Nominating your beneficiary lets you have your say about who receives your super when you pass away. There are different nomination types you can choose from: Non-binding nomination, Binding nomination (lapsing or non-lapsing) and Reversionary nomination (pension members only). There is no fee for nominating beneficiaries. Find out how to nominate a beneficiary here.

How can I make sure I’m in the right investment option?

Take a look at our 5-step guide if you’re trying to choose from our 12 investment options plus our Direct Investment option. You can also to speak to a financial planner at no extra cost.* 

We’ve explained more about changing your investments here.

* 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.

What does the Balanced option invest in?

The Balanced option invests in a diversified mix of assets with an emphasis on Australian and overseas shares, property and alternatives. It’s designed to achieve relatively high returns in the medium to long term but is subject to short-term fluctuations.

As a super member, this is the option your money goes into if you don’t make an investment choice (our MySuper option). 

Can I invest my super in other investment options?

Yes. You can be as hands-on with your investments as you like. There’s a lot to consider though and we recommend you read more about investment choice before you switch investments or seek financial advice.

I'm invested in the Fixed Interest and/or Cash option. Where can I find more information and assistance?

For more information about our Fixed Interest or Cash options and how they work, you can view our Cash option explained video and our How the fixed interest option works video. We also explain more about what’s happening with Fixed Interest returns in this article.  

If you’re invested in either (or both) of these options and wondering if you should remain invested or make a change, it’s important to seek professional advice. A financial adviser can help you with the decision-making process, ensuring you make the right investment choices for your situation.  

As a CareSuper member you can access super-related advice over the phone at no extra cost.* 

You can also visit our Investment FAQs to see answers to investment-related questions. 

* 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. 

What should I do if I’m concerned about my investments?

As a CareSuper member you can be reassured that our active investment strategy works to protect your super during market downturns, providing you with a smoother ride to retirement.  It’s important to remember that super is a long-term investment and it’s normal to see market cycles, including periods of strong returns followed by periods of more moderate, and sometimes even negative returns. This is because market conditions are continually changing.   
Our financial advisers are available to support you with tools and advice to help you understand your risk appetite and to choose the investment option (or mix of options) that best suit your personal goals and circumstances.*  

You can also visit our Investment FAQs to see answers to investment-related questions.  

* 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.  

Your transactions (contributions, fees and more)
What do I do if my employer has missed paying some contributions?

If you’re missing a contribution, check your MemberOnline account first then talk to your employer. If you’ve talked to your employer and still believe contributions haven’t been made on your behalf, you can lodge an enquiry on the ATO website using the online Employee superannuation guarantee (SG) calculator tool. You’ll remain anonymous while using this tool – it’s only if and when you choose to lodge an enquiry with the ATO that your personal information will be transmitted.


What does ‘Fees and costs deducted from my investments’ mean?

These costs are associated with managing your investments. They’re incurred in the day-to-day investment activities of your selected investment option(s). These costs include things like external investment management fees and performance related fees, which are paid to investment managers when they perform above an agreed level. In addition, these costs include estimated net transactions costs and buy-sell spreads.

Transaction costs are costs associated with investing your money. They’re incurred when investments are bought or sold. The transaction costs incurred depend on the investment and can include stamp duty and brokerage. The costs disclosed here also include the buy/sell spread that has been charged to you during the year. The amount of buy/sell spread you have been charged is dependent on your investment into and out of our Managed and Asset Class options.

These costs aren’t deducted from your account – they’re deducted directly from your investment and are reflected in an options unit price. Our Investments Team oversees our investments to ensure they remain appropriate and renegotiates performance fees every year, and we’ve managed to reduce these costs over the past few years.


Why are my actual fees only approximate?

CareSuper is required to calculate an estimate of the fees a member incurred during the last financial year and display this amount on members’ annual statements. It’s an ‘approximate amount’ because these fees apply broadly to all members in an investment option, and it’s not always possible to attribute an exact dollar amount to each individual member. 

How your total fees are calculated 

The total fees you paid amount on your statement is the sum of the following amounts: 

  • Fees deducted directly from your account (includes administration fees, insurance fees (if you were covered with us at any time during the financial year - itemised in the transactions section of your statement), and activity fees (also in the transactions section of your statement e.g. DIO administration fees)) 
  • fees and costs deducted from your investments 

Your total fees also includes the credit of any low balance fee refund as well as any insurance fee adjustments or insurance fee refunds. It doesn’t include contribution tax, tax and other adjustments, contribution tax adjustments or any tax-related costs which directly link to your transactions and are shown on the transaction section of your statement. 

Where can I find more information about CareSuper’s fees?

You can find more information about our fees and costs here, or download What it costs to be a CareSuper member
If you have questions about the fees you’ve been charged, you can contact us. 

How much should my employer be paying into my super?

Employers needed to pay a minimum of 10.5% to 30 June 2023 and will pay 11% of your ordinary time earnings including commissions, shift-loadings and allowances, but not overtime payments from 1 July 2023. This will increase to 11.5% from 1 July 2024. 

How much can I contribute to my super, before-tax, in a year?

You can make concessional (before-tax) contributions to your super of up to $27,500 per year. Employer contributions, including salary sacrifice and any personal contributions you claim as a tax deduction, are all included in this cap. This also includes any insurance fees or administration fees your employer might pay for you on your behalf.

How do I make extra contributions to my super?

You can make ongoing payments or a one-off super contribution through your employer or financial institution by: 

  • BPAY®. If your unique BPAY® details aren’t in your statement, you can view them in MemberOnline or contact us on 1300 360 149 
  • Payroll deduction (if your employer offers this option) 
How much in after-tax (non-concessional) contributions can I make in a year?

The cap for non-concessional (after-tax) contributions is $110,000 per year. These super contributions could be regular payments made throughout the year or ad hoc, up to $110,000. Read more about non-concessional contributions.

What does ‘preserved’ and ‘non-preserved’ mean?

The preserved component of your super must stay in your super until you retire from the workforce when you reach your preservation age or until you meet another condition of release

Non-preserved component of your super can be restricted or unrestricted. Non-preserved restricted amounts are typically tied to employment-related contributions made before 1 July 1999. Generally, if a members stops working for the employer who has contributed to the fund, they may be able to access these benefits. Unrestricted non preserved amounts can be paid to you anytime (less tax and fees).

Why is the before-tax or after-tax contributions amount at the start of my statement different to the contributions amount in my transactions?

There are a couple of reasons why the contributions amount in your opening summary won’t match the total in your Transaction section. 

These amounts may not match due to the timing of when we received your contributions. Any money that CareSuper received for you in the lead-up to the end of financial year is reported to the ATO as being received in the 2022/23 financial year. 

However, these contributions may not have been allocated into your account until after 30 June, so they’ll appear in your next statement for the 2023/24 financial year. You can see these contributions in your MemberOnline account. 

The types of contributions that may be affected are: 

  • Employer Superannuation Guarantee (SG) contributions 
  • Salary sacrifice contributions 
  • Employer additional contributions 
  • Superannuation Guarantee vouchers from the ATO 
  • Spouse contributions 
  • Personal contributions received from you (such as a BPAY® contribution) as well as those received from your employer 

If you’re in a Corporate Insurance arrangement where your employer pays for some or all of your fees, these employer paid costs count towards your concessional contribution cap for the year. These costs will be included in the before-tax figure (in your opening summary). 

Looking forward to retirement – Life after work (for super members only)
What do you mean by modest or comfortable retirement?

The Association of Superannuation Funds of Australia’s Retirement Standard considers how much income singles and couples will need for a ‘comfortable’ and ‘modest’ lifestyle in retirement.

The Standard outlines expectations and spending habits for a moderate and comfortable lifestyle including the costs for health insurance, communication, clothing, travel and household goods.

Find out what’s included in a ‘modest’ and ‘comfortable’ retirement at

Why does my statement show age 67 for my future account balance?

We’ve used age 67 in line with government regulations which set out how we must present this information to you. 

On 1 July 2023 the qualifying age to receive the Age Pension was raised to 67 years (for those born any time after 1 January 1957). 

What should I remember about the estimated projection of my future income?

The amount in your estimated future income from super (including the full Age Pension) assumes you (or you and your partner) own your own home and neither of you have other assets, including other superannuation accounts. You may not be eligible for some or all of the Age Pension amount if you or your partner have income or assets in addition to these superannuation amounts or your home. For more information about the Age Pension visit Services Australia

How much will I need for retirement?

The amount you’ll need depends on the lifestyle you want once you stop working. There’s still plenty you can do to get it working towards your future plans. See our Retirement income calculator and ASIC’s Moneysmart retirement planner.

Will I be eligible for the Age Pension?

Eligibility for the government Age Pension depends on your age, residency status, and the income and assets tests in place. How much you receive depends on the income you obtain from other sources (including your superannuation) and the value of your assets and your partner’s income and assets.

There's more information on the government's Moneysmart website as well as in our Retirement FAQs.

Will the Age Pension be enough to cover my everyday expenses?

It’s important to know how much you need to pay your bills, food and utilities each year. There are many more things to consider in your budget too – like transport and clothing. For a good way to understand how much you spend annually now, go to the Moneysmart budget planner. After you have worked out your budget, you can start planning for your retirement using our Retirement income calculator and other tools from Moneysmart.

Where can I find answers to other questions?

You may find the answer to other questions on our superannuation-FAQs and retirement -FAQs pages. If not, please contact us.

*Past performance is not a reliable indicator of future performance and you should consider other factors before choosing a fund or changing your investments. The information provided in this document is general advice only and has been prepared without taking into account your particular financial needs, circumstances or objectives. You should consider your own investment objectives, financial situation and needs and read the appropriate Product Disclosure Statement and Target Market Determination before making an investment decision. You may also wish to consult a licensed financial adviser.