Important Changes to your Account Administration

This page gives you quick access to important updates about your REI Super account and upcoming changes to our administration.

Latest Updates

4 December – Helpline and emergency payments available

Our friendly Helpline is open and ready to assist you. If you need urgent help, emergency payments can be processed. We’re here to support you during this time.

1 December – Transition progressing well

The transition is progressing well and remains on track for the Limited Service Period. Our team is focused on ensuring everything moves smoothly so we can restore full services as soon as possible.

19 November – Transition starts and online access paused
We’ve started transitioning to our new administrator to improve the way we look after your super account. From 5 pm AEDT today, you will be unable to access your account online while we transfer member data and update systems. This is part of the Limited Service Period, which runs until 19 December. Thank you for your patience during this important change.

About the Upcoming Changes


What’s Happening

REI Super is updating the company that looks after your account, called the administrator. This change is designed to make your experience smoother and your account even more secure. We’re here to guide you through every step.

From 1 December 2025, REI Super’s administrator will change to SS&C Bluedoor Pty Ltd who will manage the day-to-day running of your REI Super account. 

Some services will be temporarily unavailable during the Limited Service Period from 5 pm, 19 November 2025, until 19 December 2025 (AEDT) while we transfer your account (see more below).

It is expected that normal service will recommence from 19 December 2025, once all the information is transferred across.

 

To understand how these changes affect you, please read: 

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Limited Service Period

  • Starts at 5 pm (AEDT) on 19 November 2025
  • Ends at 8 am (AEDT) on 19 December 2025

Some services will be limited or unavailable for a period of time during the Limited Service Period while we transfer your account.

Please read our Member Transition Guide for details on affected services.

It is intended that normal operations will resume on 19 December 2025.

Any money deposited into your account will be backdated to the date it was received. Any money leaving your account will be deducted from the date the actual withdrawal is processed.

Access to your online account will be temporarily unavailable during the Limited Service Period.  

Need more information?

Please read our Member Transition Guide or call our friendly helpline on 1300 13 44 33. 

 

 

 

What You Can Do Now

  • To avoid delays, send requests before 5pm on 14 November 2025 (mail by 7 November). 
  • If you’re retiring soon (age 65+, or stopping work after 60), call us on 1300 13 44 33 for help with your retirement planning. 
  • For urgent requests (e.g. financial hardship, urgent claims), call us on 1300 13 44 33.
  • Check your contact details are up to date. To make sure you’re ready to re-register and access your online account when the limited service period ends, please check that your email address and mobile number are current.

It’s easy to update your details:

  • Login to your REI Super account and review your personal information, or
  • Call our friendly helpline on 1300 13 44 33 and we’ll help you update your contact details.

What Happens After the Change?

  • Online Account Access: It is intended that you’ll be able to access your account online again from 19 December 2025.

Simply re-register on the online portal using your member identification number, along with the email address and mobile number already linked to your REI Super account. Then follow the prompts to set your new password.

  • Mobile App: The current app will retire after 28 November 2025.  
  • Cheques: Payments by cheque will no longer be accepted or issued after 19 November 2025. 
  • Contact Details: Our postal address and international phone number will change from 1 December 2025. See below for details. 

 

Contact Us

PO Box 832, Newcastle NSW 2300

Phone: 1300 13 44 33

International: +61 3 7073 3051

Email: admin@reisuper.com.au

FAQs

General Employers Insurance Investments

General

Starting 1 December 2025, SS&C Bluedoor Pty Ltd will become the new administrator for REI Super, replacing Mercer Outsourcing (Australia) Pty Ltd. It is expected that normal service will commence from the 19th December 2025, once all the information is transferred across.

  • Online access will be paused from 5 pm on 19 November 2025.
  • Full access resumes from 19 December 2025.
  • You’ll need to re-register for Member Online using your member ID, email, and mobile number.
  • No action is required from you.
  • We will be working to make this a seamless transition for members and will handle all aspects of the changeover.
  • Requests received during the LSP will be processed after 19 December 2025.
  • Most will be backdated to the date received, using the unit price applicable on that day.
  • For most members, you can still contribute via BPAY with your existing BPAY details.
  • Contributions you make via BPAY between 5pm AEDT 19th November and the 19th December 2025 will be received by REI, and processed after 19th of December.
  • No. The new administrator will not accept or issue payments by cheque after 5 pm on 19 November 2025.
  • Cheques sent after this date will be returned.
  • Urgent requests may be processed before the LSP ends.
  • Contact REI Super by phone for urgent matters.

No, there will be no changes to member fees and costs as part of the administrator change.

  • Yes. If you’re due to receive an income or pension payment during the limited service period, it will be paid in advance to minimise disruption.
  • Payments are expected to be made on the 21st or 22nd of November.

To avoid delays, submit your request as soon as possible before 5pm AEDT 14th November. Applications for Income/TTR accounts won’t be processed between 5pm AEDT 19th November and the end of 19th December. Processing will resume after this period.

  • Adding or withdrawing money from your account
  • Changing investment options
  • Processing lump sum payments
  • Starting or changing pensions
  • Insurance applications and changes
  • Updating member details
  • Online and mobile app transactions
  • Yes. The current mobile app will be retired after 5 pm on 28 November 2025.
  • A new app will be launched in the future.
  • Use Member Online via your mobile browser in the meantime.

You can submit it, but it won’t be processed between 5pm AEDT 19 November and 19th December. We’ll queue requests received during this time and recommence processing after 19th December. We recommend sending it in before 5pm AEDT 14th November.

Yes, your personal details and preferences will carry over automatically.

  • No, updates to your personal details will be temporarily paused between 5pm AEDT 19th November until 19th December.
  • If you need to make any changes, please update them before 5pm AEDT 19th November.

Yes, your annual statement will be sent as usual.

  • No, you won’t be able to update beneficiaries between 5pm AEDT 19th November and 19th December.
  • Please submit your request before 5pm AEDT 14th November.

There will be no additional direct charge for members. 

Yes, it will stay valid and binding throughout the upgrade, and will be carried over to the new administrator



Employers

Yes, we’ll continue to receive contributions from your employer. Contributions made by your employer between 5pm AEDT 19th November and the 19th December 2025 will be processed after 19th December. We will backdate your payment to the day we received it.

Yes, it remains available throughout the transition. 
Continue using your usual onboarding checklist.
We do not anticipate any SuperStream compliant clearing houses will be impacted. Details including your REI Super Employer number and REI Super’s Unique Superannuation Identifier (USI) remains the same.
Yes, you can continue to remit super contributions during the limited service period. However, incoming contribution payments will not be processed in the REI Super Member’s accounts until after 19 December when it is expected that the limited service period will end. 
Absolutely! They can apply here.


Insurance

No, insurance updates can’t be processed from 5pm AEDT 19th November to 19th December. We recommend submitting any changes before 5pm AEDT 19th November

No, your insurance stays in place and claims will still be processed.

You can still lodge a claim by contacting our Helpline.

  • No there will be no changes to the design of the insurance product we offer and the costs to members.
  • Member insurance will remain with Metlife post administrator change and any current insurance and premiums on your account will remain.


Investments

No, Your super balance will continue to be managed by our experienced investment team and this change will not affect the performance of your investment option(s). You won’t be able to change your investment options during the limited service period.

Please submit your request before 5pm AEDT 14th November. You won’t be able to switch investment options between 5pm AEDT 19th November and 8am 19 December 2025. We’ll queue requests received during this time and recommence processing after 19th December. We will backdate your switch to the date we received it.

There are no changes to our investment design/fees/costs related to our investment options. Our current design of our investment options will continue after the change of administrator.

Need Help? Call us. We're here to support you.

1300 13 44 33