General enquiries

Contact the helpline if you have a question about your savings.

Call 0800 864 724 any time from 9am to 7pm, Monday to Friday (except public holidays).

If calling from overseas: +61 3 8687 1830

The helpline is operated by UniSaver’s administration manager, Mercer. You can also contact Mercer by email at unisaver@mercer.com.

Get information online

You can log in to the secure part of the site to check your account balances, change investment options and much more. To log in, you’ll need your member number and PIN.

Call the helpline if you’ve forgotten your PIN.

Feedback

Mercer is your first port of call if you have a question about UniSaver. However, we’re always interested in good ideas and constructive feedback. If there’s something you’d like to bring to the attention of the trustee directors, you can contact us at any time via the scheme secretary.

Derek Vincent
Secretary
UniSaver New Zealand
PO Box 2897, Wellington 6140
Telephone (04) 819 2639
derek.vincent@mercer.com

Resolving complaints

We are always looking for ways to improve our service to you. If something has gone wrong, we want to know. Please send an email to derek.vincent@mercer.com and tell us what has happened and how we can resolve matters. If you have any documents or correspondence that will help us understand your complaint, please attach them to the email.

When we receive your complaint, we will:

  • acknowledge your complaint within 1-2 days
  • gather and evaluate information about your complaint
  • respond to you within 20 working days.

If we cannot agree on how to resolve the complaint, you can contact Financial Services Complaints Limited (FSCL). FSCL is an independent, not-for-profit, external dispute resolution scheme approved by the Minister of Consumer Affairs.

FSCL’s service does not cost you anything and they will help resolve the complaint.

You can contact FSCL:

by calling 0800 347 257
by emailing complaints@fscl.org.nz
through FSCL’s website: www.fscl.org.nz [external link]
writing to: FSCL, PO Box 5967, Wellington 6011

FSCL.org.nz