News icon FAQs

General questions

Q.

  

Are there any other videos I can watch on this site?

A.

   Yes. As well as the videos on the public site, you can Log on to the Member site - using your Member number and PIN and click on PlumCasts to watch any of the following videos:

  • Consider your insurance;
  • Making voluntary super contributions; and
  • Three keys to unlock your super growth.

Q.

  

Can I speak to someone about the online calculators?

A.

   Yes. Contact a Member Services Consultant on 1300 55 7586 for help with general questions you have about any of the online tools or calculators. If you want more specific personal advice we can put you in touch with a qualified financial adviser.

Q.

  

Do you have any other information to help me learn more?

A.

   Yes. Log on to the Member site for a broad range of:

  • Information about superannuation, investing, saving and retirement;
  • Tools – investment questionnaires, budget planners and retirement checklists;
  • Calculators – retirement savings, insurance and volutary contributions;
  • Downloadable superannuation and investment brochures; and
  • Online video presentations on topics such as investment management styles, insurance, getting financial advice, estate planning and superannuation savings strategies.

To help you learn more about your super and investments.

You can also:

  • Speak with a Member Services Consultant;
  • Access the automated telephone response service to find out your account balance, investment unit prices or request information;
  • Attend financial education seminars about superannuation, investment and retirement-related topics; or
  • Subscribe to our email service - Mail2Me - to keep you up to date with legislative, investment and market updates.

Q.

  

Do I have to pay for this advice?

A.

  

No. Your first telephone-based discussion is at no cost to you. Your first face-to-face meeting with a financial adviser, arranged through Plum Financial Services, is also at no cost to you.

If you need a financial plan developed for your individual needs, the financial adviser will outline the costs of this service before you agree to continue. That way you know the cost of this advice before you go ahead.

Q.

  

What happens if I make a mistake trying to log into my account?

A.

  

You can make three consecutive attempts to log in. If the details you use are incorrect, for your own security, after three consecutive attempts, access will be denied.

Members

To reactivate your account, contact a Member Services Consultant on 1300 55 7586.
   

Payroll contact/employers
A.   To reactivate the account please call your Account Representative.

Q.

  

Can I change my PIN?

Members

A.

  

Yes. Once you log on, you can change your PIN. Simply select I want to change my PIN.

As added security, you should never reveal your Member number or PIN to anyone.

   

Payroll contact/employers
A.   You are not able to change your PIN.

Q.

  

What do I do if I've forgotten my PIN?

Members

A.

  

To access your Member account you need your Member number and PIN. If you have forgotten or misplaced your PIN please call a Member Services Consultant on 1300 55 7586 . After answering a few security questions, you will be given a new PIN that you can start using immediately.

   

Payroll contact/employers
A.   To access the employer site you need a Login ID and PIN. If you have forgotten or misplaced your PIN, please call your Account Representative.

Q.

  

What is my Login ID and PIN?

Members

A.

  

Your Login ID and PIN is your 9 digit Member number and 4 digit PIN.
   

Payroll contact/employers
A.   Your Login ID and PIN is your 8 digit Login ID and 4 digit PIN.

Q.

  

What is RSS?

A.

  

Using RSS (Really Simple Syndication) you can receive real-time notification of new articles added to the news section of the Plum website without having to visit the website. The notification will include a summary of the article so you can decide if you want to read the full story.

Q.

  

How can I use RSS?

A.

  

To subscribe to our RSS feed, you will need an RSS reader. Typical programs include Mozilla Firefox, Internet Explorer 7 or ITunes. There are many more.

There are also online RSS readers provided by companies like Yahoo and Google. Most readers will automatically subscribe to the RSS feed once you click on the RSS link. If not, you will need to copy and paste the link of the RSS feed to your RSS reader.

Q.

  

What is my current allocation?

A.

   Current allocation refers to the existing asset allocation of your current account balance across the various investment options available on the Plum investment menu.

It is possible to change the current asset allocation of your account and the current investment strategy of your account independently of each other.

Q.

  

How does current allocation differ from current strategy?

A.

  

Depending on your investment choices, if you choose more than one option, each option will be affected differently by market movements. Therefore, your current asset allocation may not reflect your current investment strategy.

Also, current investment strategy defines how your future contributions will be allocated across the various investment options available on the Plum investment menu.

Please note: It is possible to change the current asset allocation of your account and the current investment strategy of your account independently of each other.

Q.

  

What does balance by investment options reflect?

A.

   The value of your account balance that is indicated on the Member site is based on the last available unit price. Unit prices are quoted net of any sell costs, where applicable. Sell costs can be viewed under the Investment fees section on our Member site.

Q.

  

What is a unitised fund?

A.

  

A unitised fund is an investment vehicle which pools the contributions of a number of unitholders (Plum members) and the total amount is used to purchase assets such as shares, bonds, property and cash (investment options available on the Plum investment menu).

The central principle of unitised funds is that the fund's underlying assets are notionally apportioned into units, such that the total face value of units (unit price multiplied by the number of units) equals the fund's net asset value. Equality between unit values and asset values is maintained via the creation/cancellation of units at the current unit price when unitholders apply/withdraw funds, and by movements in the unit price when the market values of the underlying assets change.

The number of units held by a unitholder represents their share in the pool, and the unit price acts as an index reflecting the return on the fund assets, net of an appropriate allowance for tax and relevant management expenses and charges.

The unit pricing process therefore achieves the desired outcome of returning to unitholders the actual performance of their share of the fund assets.

Q.

  

What is soft compulsion?

A.

   Soft compulsion is a term used in the superannuation industry to describe a way for you to increase your retirement savings by automatically increasing your voluntary superannuation contributions. Committing say an extra 1%, 2% or 3% of your salary per year (in addition to the 9% Superannuation Guarantee) now, for a future date, at your next salary increase or when you start a new job. It is hoped that this 'soft' approach helps increase savings painlessly and lets you be better prepared for your retirement. Extra contributions can be stopped at any time.

Q.

  

Who do I contact to find out about the Escalator program?

A.

  

For more information about the Escalator Program speak to your Human Resources or Payroll department or contact a Member Services Consultant on 1300 55 7586.

Q.

  

Who is MLC?

A.

  

MLC Limited owns Plum and is a part of the National Australia Group of companies' Wealth Management Division, which operates a diverse portfolio of financial services businesses.

In partnership with a wide range of financial advisers, MLC provides financial planning, wealth creation and protection services and superannuation solutions to retail and corporate customers.

MLC has developed a wide knowledge of Australia's fast changing superannuation environment and the needs of Australians saving for retirement.

Q.

  

Who is Vanguard?

A.

 

The US based Vanguard Group Inc is a recognised leader in the provision of investment and retirement benefits for companies and individuals.

It is the second largest index fund manager in the world, managing US$924 billion for more than 17 million investor accounts.

Vanguard is strongly committed to education, client and member service to help employees maximise superannuation benefits and continues to share research and initiatives from the US with Plum.

MLC and Vanguard created a joint venture as a new initiative that brought Plum to the Australian market.

Q.

  

What should I do if I have a complaint about my super?

A.

  

If you have a complaint about your superannuation, contact a Member Services Consultant on 1300 55 7586 between 8.00am and 6.00pm AEST.

A reply to your enquiry will usually be made over the phone or by return phone call within a short period. If not, you may need to confirm the enquiry in writing and provide a contact address for reply. Your enquiry will then be answered by a Member Services Consultant as soon as possible. Use this link to find out more about the complaints process.

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