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 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. 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 Fund 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.nzasretirementfund.com and click “Log In” (shown on the top right of the page) and then click “Reset your PIN/password” under the “Sign in” box.

To reset your password, or to register for a password to use the 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 0508 266 787).

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 the website?

The website offers a range of features including quick access to your account information, annual confirmations and details of your recent activity.

You can source information about the Fund including:

  • Newsletters
  • Contributions and benefits information (for example in the Product Disclosure Statement and the Other Material Information document)
  • Investment information (for example in the Statement of Investment Policy and Objectives, the latest Fund Updates and the monthly investment market commentary).

The website also allows you to update your account profile (e.g. switch investment options, change your contact details or update your communications preferences). 

Helpline

4. What does Helpline support with?

Helpline is your first contact for any questions about the NZAS Retirement Fund. The Helpline team can cover a range of different topics including:

  • Website account access and password reset
  • Account balance information
  • Investment option changes
  • Questions about fees
  • Updating contact details and communications preferences, and
  • Questions on key documents such as annual reports, the Product Disclosure Statement, 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?

The Product Disclosure Statement includes a lot of information about the investment options and the risks associated with investing. Other relevant information (for example more information on risks) is set out in the Other Material Information document.

Additionally, the latest Fund Update for each investment option (available under Fund Update on the Documents and Forms page of the website) contains further information about the assets in each investment option and on recent investment returns.

8. How do I change investment options?

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

If you want to proceed with changing your investment option(s), you can do this online at any time (effective on the 1st of the following month) by:

  1. logging into www.nzasretirementfund.com (go to Log in and use your member number and PIN) before the end of the current month
  2. selecting Investments, then Edit, and
  3. inserting your new chosen option(s) in whole percentages adding up to 100%.

9. How do I change my contact details?

Log in 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?

The fees charged will change from time to time. In particular:

  1. the fees charged by our underlying fund managers may change
  2. because they differ by asset class, investment management fees can alter due to changes in each investment option’s asset weightings
  3. investment consulting and investment advice fees can increase and can also alter (as a percentage) due to asset value fluctuations, and
  4. we can increase or decrease the insurance charges after taking actuarial advice and considering claims levels.

    Please refer to the Product Disclosure Statement (at Section 5 – What are the fees?) for the latest information on the estimated annual fund charges for each investment option (as a percentage of net asset value).

    The insurance charges applying from time to time are set out in the Other Material Information document (see Section 10 – Insured benefit levels and charges).

    The total fees actually charged to investors in each investment option in the most recent Fund year ended 30 June are set out in the latest Fund Updates (see Fund Update on the Documents and Forms page of the website).

11. How do I change my contribution amount?

Download and complete form NZAS14A - Application to change contributions and return it to the Fund Administrator at nzasrf@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 purposes of the NZAS Retirement Fund are to provide retirement and leaving service benefits, there are restrictions on when withdrawals can be made. Refer to the Product Disclosure Statement for the latest provisions (see Withdrawing your investments on pages 9 to 12).

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?

The Sorted website has 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.