Frequently asked questions

Below is a list of questions that are commonly asked by members. Answers are published below.

Questions

    Website access

  1. What’s the difference between a PIN and password?
  2. How do I reset my password?
  3. What are the key features of website?


    4. Helpline

  4. What does Helpline support with?
  5. How do I contact Helpline?


    6. Savings and account details

  6. What is my current balance, or how do I access my annual confirmation?
  7. What are the differences between investment options?
  8. How do I change investment options?
  9. How do I change my contact details?
  10. What are the current fees?
  11. How do I change my contribution amount?


    12. Financial advice

  12. What financial advice is available?
  13. When can I access my money?
  14. What should I do before retiring?
  15. What are some tools to help me plan for my future retirement?

Answers

Website access

1. What’s the difference between a PIN and password?

Complex passwords are the best way to keep your savings account digitally secure. Occasionally we might use a four digit PIN for verification, or you might have one if you joined the Scheme prior to the introduction of complex passwords.

CERT NZ recommends long and strong passwords because they are much harder for attackers to crack. They recommend creating a passphrase, that’s a string of four or more words as it’s easier to remember and is stronger than a random mix of letters, numbers, and symbols.

2. How do I reset my password?

You can reset your password online at any time. Visit www.firesuper.org.nz and click “Log In” shown in the top right of the page. Then click “Reset your PIN/password” under the “Sign in” box.

To reset your password, or to register for a password to use this site, you require:

  • Your member number (shown on your annual confirmation)
  • A valid email address registered in our system (if you’re unsure what email address is recorded please call Helpline)
  • Your date of birth

(If you don't have all of the above information, or if you are having trouble using this service, please call Helpline on 0800 69 78737).

After entering your member number and date of birth in the fields and clicking “Submit”, you will receive an email containing instructions on how to reset your password. Please check your email and follow the instructions within 30 minutes to continue the process. If you do not follow the instructions within 30 minutes the reset Password/register process will have to be restarted for security reasons.

3. What are the key features of website?

The website offers a range of features including quick access to your account information, annual confirmations, and your recent activity. You can also source information about the Scheme including newsletters, investment information (for example Product Disclosure Statement, SIPO, monthly investment market commentary), and update your account profile (investment option switches, contact details, communications preference).

Helpline

4. What does Helpline support with?

Helpline is your first contact for any questions about FireSuper. They cover a range of different topics including:

  • Website account access and password reset;
  • Account balance;
  • Investment option change;
  • Questions about fees;
  • Updating contact details and communications preferences;
  • Questions on key documents such as annual reports, Product Disclosure Statements, and annual confirmations.

5. How do I contact Helpline?

Helpline’s contact details are available here.

Savings and account details

6. What is my current balance, or how do I access my annual confirmation?

Your online account shows your current balance as at the time you logged in. It shows the total balance, and a breakdown of contributions. Additionally you can access your yearend annual confirmations for prior financial years.

7. What are the differences between investment options?

Visit the Member Investment Choice (MIC) Booklet as this includes a lot of information about investment options, asset classes, and the risks associated with investing.

8. How do I change investment options?

Firstly refer to the Product Disclosure Statement for the latest information about each investment option.

If you want to proceed with changing your investment option(s), you can do this online at any time.  You can switch your investment option(s) up to twice in the Scheme’s financial year (1 April to 31 March) by logging into www.firesuper.org.nz and clicking "Your Investments". Your first switch in the Scheme’s financial year is free. A fee is charged for any subsequent switch as set out in Section 5, 'What are the fees?' on page 18.

9. How do I change my contact details?

Login to your account and edit your personal details. You can also indicate your communications preferences, opting for either email or post.

10. What are the current fees?

Fees may change occasionally so please refer to the Product Disclosure Statement for the latest information on fees.

11. How do I change my contribution amount?

Download, complete and return form “FS4 Change of Contribution Rate” to the Scheme Administrator at nzfire.super@mercer.com

Financial advice

12. What financial advice is available?

Our financial advice page has a few links to organisations that offer various financial planning and advice services. These are a good starting point.

13. When can I access my money?

Since the primary purpose of FireSuper is for retirement, there are restrictions on when withdrawals can be made. Refer to the Product Disclosure Statement for the latest provisions.

14. What should I do before retiring?

Some things you may want to consider could be:

15. What are some tools to help me plan for my future retirement?

Sorted.org.nz have a range of different online tools that can help with financial planning for retirement, KiwiSaver, budgeting, home buying, and investing. Visit www.sorted.org.nz/tools for more details. If you’re new to the Scheme this document might also help.