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HELPING MEMBERS FACING FAMILY VIOLENCE & FINANCIAL HARDSHIP

Men’s violence against women is a widespread problem in Australia, with enormous individual, community and economic impacts.

This issue is called many different things, including domestic violence, family violence, intimate partner violence, sexual harassment and sexual assault. It includes psychological, economic, emotional abuse and a wide range of controlling, coercive and intimidating behaviours.

As part of White Ribbon Day – a national campaign to reduce men’s violence against women – Mercer has launched a range of support services to help other funds take the first step in creating better lives for their members.

We're here to help

Mercer identified family violence and financial hardship as critical issues for customers of the Mercer Super Trust after receiving over 6000 calls in two years in relation to hardship. Based on our learnings, we have developed a range of resources to help you and your member servicing teams when talking to members, such as:

  • Outline of national and state based support services
  • Best practice financial hardship application form and factsheet for members
  • Example communications for members with relevant services and tips for the application process
  • Information about how Mercer has approached this issue through training and upskilling staff.

Our journey

As an organisation, Mercer has reviewed its fund services to identify where we can make improvements to processes and the overall customer experience.

While our journey has only begun, critical changes have been made to a range of services. These include improving hardship application forms, providing customers with information about free financial counselling, streamlining application processing times and setting up external training for our helpline team to be better equipped when speaking to customers.

“After doing the training I have a greater understanding as to why our members call us frustrated and angry...often it’s a lack of awareness of the free financial support services readily available to them”.

“I now appreciate what we may think is empathetic language, may not be for a member facing hardship or family violence. I understand how I need change my choice of words to better communicate with customers”.

-Mercer Super Trust consultants after attending training session with Kildonan Uniting Care, Nov 2017.

Join Mercer in taking the first step to creating better lives for our members.

FREE RESOURCES

Simply download the documents below, open in a PDF Editor (Adobe Acrobat or similar), add your branding and edit the content to suit your members.

Communicating with vulnerable members

Financial hardship factsheet and application form

Example financial hardship member communication

Financial hardship and family violence support services

Helping members facing family violence and financial hardship

*Stats sourced from www.ourwatch.org.au

Contact Mercer Super AU for all of your superannuation and financial planning queries.
Mercer Super Trust: 1800 682 525
Calling from Overseas: +61 3 8306 0900

8.00am - 7.00pm
Monday - Friday (AEST/AEDT)

Financial Advice: 1300 850 580

9.00am - 5.30pm
Monday - Friday (AEST/AEDT)




Mercer Super Australia has offices in Melbourne, Glen Waverley, Sydney, Paramatta, Canberra, Brisbane, Adelaide and Perth.
Melbourne

Office: 727 Collins St, Melbourne
Mail: GPO Box 9946, Melbourne VIC 3001
+61 3 9623 5555

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Glen Waverley
Sydney
Parramatta
Canberra
Brisbane
Adelaide
Perth