Change is on the horizon
We’re moving to a new Superannuation administration provider. Keep up to date with the transition, how you may be affected at each stage and deadlines for transactions.
These dates are subject to change.
| Member portal access | 17 September – 30 September 2024 | From 1 October 2024 | 4 November 2024 |
|---|---|---|---|
| Adviser portal access | 17 September – 30 September 2024 | From 1 October 2024 | To be advised |
| Super contribution processing | 17 September – 3 November 2024 | 4 November 2024 | |
| Super consolidations from other funds processing | 17 September – 3 November 2024 | 4 November 2024 | |
| Month-end deductions | 17 September – 3 November 2024 | 4 November 2024 | |
| Super lump sum withdrawals | 17 September – 3 November 2024 | 4 November 2024 | |
| Paper or digital forms processing | 17 September – 3 November 2024 | 4 November 2024 | |
| Online or phone changes or transactions | 17 September – 3 November 2024 | 4 November 2024 | |
| Insurance claim payments | 17 September – 3 November 2024 | 4 November 2024 | |
| Insurance changes | 17 September – 3 November 2024 | 4 November 2024 | |
| Financial Hardship & Compassionate Grounds claims | 17 September 2024 |
The core elements of Australian Ethical Super won't change.
Elements such as investing, ethics, and our contact centre remain in the capable hands of the Australian Ethical team.
FAQs
We will still receive your employer contributions; however, the processing of these transactions into your account will happen at the end of the Limited Service Period.
You will be able to see your Super balance in the member portal, up to 30 September. Following the transition, you will be able to see your Super balance after the Limited Service Period has ceased, from 4 November 2024.
You‘ll be able to access your annual statements on your member portal up to 30 September. Following this, you will be able to access your annual statements in your new portal from 4 November 2024.
All claims and items in progress, if not completed by Mercer, will be transferred to our GROW Inc. team to process after the Limited Service Period. You are not required to do anything here.
Financial hardship claims will continue to be assessed and paid (subject to meeting regulatory criteria).
Insurance claims will continue to be assessed but payment will be delayed.
The processing of super withdrawals will be delayed until the end of the Limited Service Period. If you are in financial hardship, you can find information here and can call us on 1800 021 227 8.30am to 5.30pm AEST/AEDT Mon-Fri to walk you through the process.
The current BPAY Biller Code will not work during the LSP (Limited Service Period), so you won't be able to use it for transactions. Once our new system is operational, our new administrator will provide you with the new Biller Code.
There is no impact on pension payments scheduled for 15 September 2024. We will pay the payments scheduled for 15 October 2024 with your 15 September 2024 payment.
Yes, will continue to actively manage your investments throughout this transition. The limitations are only related to transacting on your account and access to your member portal.
Please ensure that before 17 September 2024, your personal and contact details are current. If you need to make any transactions or changes to your account, we recommend doing so by early September.
We are notifying members, employers and advisers about the transition.
You don't need to tell your employer anything. This change won't impact how they pay your super to your account at this stage.
Check that your email address and mobile number are up to date in your current member portal and that you have opted in to receive updates via email. If you need anything processed on your account, like payments or beneficiary changes, try to do it before 17 September 2024 otherwise processing will be delayed.
Once the transition is complete you will receive an email to activate your new portal access. You will need an email and mobile number registered to your account to activate your new portal account.
You won’t need to re-enter any information. The new registry system will have all your details, documents and transactions recorded from the previous registry system.
More information about member portal improvements will be supplied closer to the transition date.
The core elements of Australian Ethical Super, like our investment process and our ethical criteria, won’t change.
You won't be impacted by this transition. We're planning to transition our former Christian Super members to GROW Inc. in 2025. We are still working through timelines and will communicate to you with more detail once a date has been set.
Superannuation administrators provide the back-end systems to process contributions, and payments as well as providing our member portal experience. We outsource administration, as do many other super funds, so we can focus on investment management, ethics and member experience.
Mercer Outsourcing (Australia) Limited is a superannuation administrator provider. We have outsourced our superannuation administration to Mercer since 2017.
GROW Technology Services Ltd (GROW Inc.) is a superannuation administration provider.
We’ve chosen to move administration providers to GROW Inc. for three key reasons:
- The GROW Inc. infrastructure will enable us to improve our support and service capabilities.
- We’ll be able to deliver a refreshed member portal in 2024.
- We are currently operating two administrators across our Super customers. Moving to one administrator at GROW Inc. supports cost and operational efficiencies for the Australian Ethical Super Fund.
The Limited Service Period starts on 17 September and finishes on 4 November. We'll be in touch if these dates change.
We are transitioning a large number of member details, including transaction history, documents, and personal details from one administration platform to another. We need this time to ensure a smooth customer experience over this transition.
Yes, it is common practice to have a limited service period as data is transferred from one system to another. The length of the limited service period is driven by the amount of data (including transaction history) transferred.
To avoid any mismatch of data during this transfer, we are unable to process any changes to your account during LSP.
Data security is something we take very seriously. Your data will continue to be handled with the same level of security through this transition, following the processes in our Privacy Policy.
This is an official email sent to you from Australian Ethical Super.
All your data and information will transition to our new administrator, including transactions and statements. Your member portal will show transactions from 1 July 2022 and you will have access to older transactions in your annual statements. The registry system we use to manage your super account will contain all your transactions.
You can continue to call us as usual on 1800 021 227 8.30am to 5.30pm AEST/ AEDT Mon-Fri.
Your employer will be able to submit contributions to your account during the Limited Service period; however, there these will not be processed or viewable in the member portal until after the Limited Service period ends.
No. How you pay contributions for employees via your payroll system will not change during or after the transition. Please note that contributions paid during the Limited Service Period will not be processed or viewable in the member portal until after the Limited Service period ends.
No. All member accounts will be transitioned to the new administration system.
You can continue to submit new member requests; however, these will not be processed until after the Limited Service Period ends (including confirmation of member numbers).
No. Account numbers will remain the same.
No, your SG obligations remain the same. The processing of these contributions will take longer and will be visible to employees in the member portal after the Limited Service Period.
No. How you pay contributions for your employees will not change.
No. If you use the SuperChoice portal to pay contributions for your employees, you will see a refreshed layout, but your login and how you use the site will not change.
No, you can continue to use this employer portal.
Yes, AE Super will continue to have two USIs:
- AET0100AU – for all new members and existing members with member/account numbers starting with ‘1’ or ‘7’. Only these members with be impacted by this transition.
- CHR0001AU – for existing members with member/account numbers starting with ‘3’ or ‘4’.