Kia ora! I can help you understand your account, explain fund switching, and guide you through withdrawals. What can I help with?
My Account
Manage your details, contributions, and preferences
👤
Personal Details
Name, contact & address
Full name
Aroha Johnson
Email
aroha.johnson@email.com
Phone
+64 21 555 0142
Address
14 Pohutukawa Lane, Herne Bay, Auckland 1011
Member ID
MH-2019-04821
IRD number
123-456-789
📈
Contribution Rate
Your payroll deduction %
4%
Your contribution
+4% employer match
= 8% total
$156.25
Your / month
$104.17
Employer / month
$260.42
Total / month
🏛️
PIR Tax Rate
Prescribed investor rate
28%
Current PIR
Applies to your investment returns
Why this matters
Using the wrong PIR can mean overpaying tax. If your income has changed, review your rate annually.
🏦
Bank Account
Used for withdrawals and refunds
Current verified account
ANZ
ANZ ···· ···· ···456-00
Verified
🔒 Secure update required
Bank account changes require identity verification and must be submitted through our secure messaging system. The new account must be in your name.
❤️
Beneficiary
On death of member
Tama Johnson
Spouse
🔔
Notifications
Email & alert preferences
📄
Documents
Statements & certificates
Your Funds
Click any fund to ask the assistant for details
High Growth
98% growth
Highest return
+12.3%
1-year return
Ask about this fund →
Growth
80% growth
Your current fund
+9.4%
1-year return
Ask about this fund →
Balanced
59% growth
+6.8%
1-year return
Ask about this fund →
Conservative
20% growth
+4.1%
1-year return
Ask about this fund →
Thinking about switching funds?
The assistant can walk you through what each fund invests in, show you the switch process step by step, and submit a switch request — all in chat.
Transactions
Your full activity history — click any row to ask about it
💼
Employer contribution
Te Ara Consulting Ltd — 4% · 5 Jun 2026
+$312.50
Ask →
📈
Unit price movement
Growth Fund · 22,109 units · 5 Jun 2026
+$84.20
Ask →
🏛️
Member contribution
Direct debit · 2 Jun 2026
+$156.25
Ask →
🏦
Management fee
0.31% p.a. pro-rated · 31 May 2026
−$12.40
Ask →
🎁
Govt. contribution
Member Tax Credit 2025–26 · 28 May 2026
+$521.43
Ask →
💼
Employer contribution
Te Ara Consulting Ltd — 4% · 19 May 2026
+$312.50
Ask →
📈
Unit price movement
Growth Fund · 22,109 units · 16 May 2026
+$61.30
Ask →
🏛️
Member contribution
Direct debit · 2 May 2026
+$156.25
Ask →
🏦
Management fee
0.31% p.a. pro-rated · 30 Apr 2026
−$11.90
Ask →
💼
Employer contribution
Te Ara Consulting Ltd — 4% · 22 Apr 2026
+$312.50
Ask →
📈
Unit price movement
Growth Fund · 22,109 units · 18 Apr 2026
+$102.80
Ask →
🏛️
Member contribution
Direct debit · 2 Apr 2026
+$156.25
Ask →
🔄
Fund switch settled
Balanced → Growth Fund · 28 Mar 2026
$45,871.20
Ask →
🏦
Management fee
0.31% p.a. pro-rated · 31 Mar 2026
−$11.40
Ask →
💼
Employer contribution
Te Ara Consulting Ltd — 4% · 17 Mar 2026
+$312.50
Ask →
💡
Not sure what a transaction means?
The assistant can explain how government contributions are calculated, when employer contributions should arrive, why your unit price changes daily, and what each fee covers.
Withdrawals
KiwiSaver is locked-in — withdrawals are only available in specific circumstances
🏠
First Home Withdrawal
Purchase your first property with KiwiSaver
✓ Eligible
Why you qualify
Aroha has been a KiwiSaver member since May 2019 — over 7 years, exceeding the 3-year minimum requirement.
Documents you'll need
✓Sale & purchase agreement or solicitor pre-approval
✓Solicitor confirmation letter
✓Verified NZ bank account in your name
Processing time: 5–10 business days after all documents received
🌅
Retirement (Age 65)
Full access to your balance at retirement
Not yet
Projected balance at 65
~$420,000
Based on current contributions + 8.5% avg. annual return · Not a guarantee
Your options at 65
→Lump sum withdrawal (full or partial)
→Leave funds invested and draw down gradually
→Funds paid in 3–5 business days
⚖️
Significant Hardship
Assessed by Inland Revenue (IRD)
IRD assesses
Hardship eligibility is determined by IRD, not Mountain Highway. You must apply through IRD first and receive their written approval before we can process a withdrawal.
Qualifying circumstances
•Inability to meet minimum living expenses
•Mortgage default or imminent foreclosure
•Unable to pay for urgent medical treatment
•Home modification required for disability
🏥
Serious Illness
Requires NZ medical certification
Med cert required
A serious illness withdrawal requires a medical certificate from a registered NZ practitioner confirming your condition significantly affects your ability to work.
You'll need
✓Medical certificate from a registered NZ doctor
✓Completed Mountain Highway serious illness form
✓Proof of identity (passport or driver licence)
Important: This information is general only and does not constitute financial, tax, or legal advice. Individual circumstances may affect eligibility. Mountain Highway Investments recommends seeking independent advice before making any withdrawal decision. Contact our team if you have questions about your specific situation.
Contact & Support
Most questions are resolved in under 60 seconds by our AI assistant — no hold times
AI
Mountain Highway Assistant
Online · Instant replies
Before you call or email, try asking our assistant. It has real-time access to your account and can explain transactions, guide you through fund switching, check withdrawal eligibility, and answer almost any question about your KiwiSaver — without a hold queue.
<60s
Average response
93%
Resolved by AI
Available
24 hours · 7 days
No hold times · No booking needed
What do you need help with?
Select a topic — we'll route you to the right help instantly
Still need to reach the team?
📞
Phone
Best for complex or urgent matters
0800 MOUNTAIN
(0800 686 848)
Open now · Est. wait ~12 min
Mon–Fri 8:30am–5:00pm NZT Closed weekends & public holidays
Before you call — have this ready:
•Member ID: MH-2019-04821
•IRD number
•Verified email or phone
✉️
Email
Good for non-urgent queries
hello@mountainhighway.co.nz
Formal correspondence
Response within 1–2 business days
Include your member ID and a clear subject line for faster routing. For sensitive changes, use secure message instead.
Let AI draft it for you:
🔒
Secure Message
For sensitive account matters
Via member portal
Encrypted · Full audit trail
Most secure channel
Best for: bank account updates, IRD number changes, address amendments, withdrawal applications, and anything involving personal documentation.
Common secure message requests:
Expected response times
🤖
AI Assistant
Instant
24/7 · No wait
📞
Phone
~12 min
Mon–Fri only
🔒
Secure Message
4–8 hours
Business hours
✉️
Email
1–2 days
Mon–Fri only
🚨
Suspected fraud or unauthorised access?
If you believe someone has accessed your account without authorisation, or you've noticed suspicious transactions, contact our team immediately. Do not use the AI assistant for fraud matters — call us directly so we can freeze your account right away.
0800 686 848
Call immediately
💬
Ask the Mountain Highway Assistant
Click any prompt to start a conversation
📊
Account summary⚡ auto
Fetches your balance, fund, contributions and YTD return instantly
🔍
Fund details⚡ auto
Looks up any fund's allocations, risk rating, fees and historical returns
↕️
Fund switch✋ confirm
Discloses risks, requires your explicit confirmation, then submits the switch
🏠
Withdrawal eligibility⚡ auto
Checks your eligibility and walks through required steps and documents