FREQUENTLY ASKED QUESTIONS

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

     Website access

  1. What are the requirements to set up a password?
  2. How do I reset my password?
  3. What are the key features of the 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. How long will it take for my withdrawal benefit to be paid?
  15. What should I do before retiring?
  16. What are some tools to help me plan for my future retirement?

Answers

Website access

1. What are the requirements to set up a password?

Complex passwords are the best way to keep your savings account digitally secure.

Password requirements for the log in are:

  • At least 8 characters
  • A lowercase letter
  • An uppercase letter
  • A number
  • A symbol
  • Password can't be the same as your last 10 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.dairysuper.co.nz and click “Log in” shown in the top right of the page. Then click “Forgot your password” under the “Log in” button.

To reset your password, or to Activate your account on this site, you need:

  • Your member number (shown in the welcome communication, letters from the administrator or your annual confirmation)
  • A valid email address and mobile number registered in our system (if you’re unsure what email address or mobile number are 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 355 900).

3. What are the key features of the 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, as well as download the relevant form), 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 DISS. 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 year-end annual confirmations for prior financial years.

7. What are the differences between investment options?

Visit the Member Information 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.dairysuper.co.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 “D12A Change, suspend or cease contributions” (employee members only), or “D12B Change, suspend or cease contributions” (elective members only) to your HR department.

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.

It is important to seek financial advice from an appropriately licensed financial adviser to ensure that your intended action is appropriate in light of your particular investment objectives, financial situation and needs.

13. When can I access my money?

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

14. How long will it take for my withdrawal benefit to be paid?

We cannot process your benefit until Mercer has received your final contributions to the Scheme. It is important to note that this process may take up to four weeks from the date you left service.

15. What should I do before retiring?

Some things you may want to consider could be:

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

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