Adviser Request Centre

Adviser Request Centre is a faster and more secure way to upload completed forms and track the progress of requests you have submitted to us.  

Once completed forms are uploaded and you’ve submitted the request, you’ll see an on-screen confirmation and the estimated completion time. You’ll also be able to track the status of each request online, and if we need further information from you.

• Requests can be submitted through Adviser Request Centre for both Cash and Wrap clients.
• You can find all our forms under the Tools and Resources section of Adviser Online. To ensure we can complete your request as quickly as possible, ensure the following before uploading the form online:
  • all mandatory fields are completed and all pages of the form are uploaded at the same time
  • ensure the form is signed per account operating instructions (no electronic signatures)
  • check that there is available cash for any withdrawal requests
  • if there have been any changes on a form while being completed, ensure your client has signed in full next to these changes.
• Requests sent to us via email will still appear in Adviser Request Centre for you to track

See below for all the request options you can select, and what they relate to. If there isn’t a category that suits your request, you can select Other requests. Please note that if you select the ‘Other’ category when you uploaded the request, it may take some time before it appears in Request Centre.

1. Log into Adviser Online
2. Select Requests from on the Adviser Online side navigation menu
3. Select the Create Request button
4. Select or drag and drop the document(s) you wish to upload
5. Select the appropriate request category and enter the request details 
6. Click on Review

Some forms must be posted to us. This includes, but is not limited to:

• Australian Standard Transfer forms.
• Issuer Transfer Request forms.

General processing times  

The following provides a general guide to processing times for fully completed forms submitted to us:

Applications

Pension applications and refreshes

Withdrawals/ payments

Maintaining and accessing accounts

Asset transfers

Account Closures

Things you should know

• The above processing times only begin once all necessary requirements for a request have been received. To avoid any delays, please ensure all forms are complete before submitting.
• Items received on non-business days, or a public holiday will be processed the following business day.
• Please refer to the important information and terms and conditions on the form for the request you’re submitting. Additional supporting documents may be required for some request types or circumstances.
• Some requests, such as asset transfers and rollover requests, require us to liaise with third parties like other platforms or registries. Some third parties may have different cut off times to us and any delays in receiving the information from them can impact the time it takes us to complete a request.
• For withdrawal and closure requests, cash must be available in the account before submitting the request. For IDPS accounts, assets must be sold to cash or transferred out before a closure can be completed.
• The completion time for account closure requests may be impacted by events such as managed fund and distribution payments, or tax processing.
• Cut-off times may change around EOFY.
• Some requests require additional processing. For your visibility, we will notify you when we create additional cases to assist with processing your original request. You’ll be able to see a link to the original request within Request Centre.

If we need further information from you to process the request, the status will update to say ‘Awaiting Adviser’.

When additional information or documents are required, we’ll contact you (generally within the day, depending on submission time) to request additional information.

If you need to send us more information, you don’t need to find the reference number to accompany the documentation – all the details are available via Adviser Request Centre and additional documents can be uploaded through Adviser Request Centre.

To upload additional documents for a request, follow these steps:

1. Navigate to Request Centre and expand the request where additional documents have been requested.Select the appropriate files from your computer to upload, or drag and drop the file.
2. Click on Submit.

Once you’ve submitted the additional documents or provided information, the status of the request will update to ‘In Progress’ as we review and continue to process your instructions. You’ll also be able to view any of the documents you’ve uploaded via Adviser Request Centre online.

See case details

1. Log in to Adviser Online
2. Select Request Centre from the navigation menu
3. Select the request you want to view. This will open the request details window where you can view details for a specific request and track the request progress.

Once you’ve successfully submitted a request, you’ll be able to see the status of your request via Request Centre. Your request will come under one of the following statuses:

What's the eaisest way to manage my requests?

You can easily manage your requests by using these filters:

• Request date 
• Client or account 
• Request type 
• Status