Adviser Online's Request Centre is a faster and more secure way to upload completed forms and track the progress of requests you've 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 see if we need further information from you.
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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.
| Request type | When to select this request type |
|---|---|
| Closing account | Account closure requests, for Cash and Wrap accounts |
| Account fees | Fee requests for individual fee changes, ad-hoc fee changes or account fee grouping, for Wrap accounts only |
| Contributions, rollovers, deposits | Contribution, rollover and deposit requests, such as direct debits, rollovers into super and more, for Cash and Wrap accounts |
| Withdrawals, payments, deposits, pension | Cash withdrawal requests, such as cash transfers and more (including manual redraws or real-time gross settlements) for Cash and Wrap accounts |
| Switch to Super or Pension | Requests to switch between Super and Pension, for Wrap accounts only |
| Asset transfers | Requests to transfer assets in or out of a Wrap account, including share transfers, managed fund transfers, internal asset transfers between two accounts and more, for Wrap accounts only |
| Account and client maintenance | Standard account detail updates, such as requests for third-party authority access, change of details, name change and more, for Cash and Wrap accounts |
| Third party authority | Requests for third party authority access |
| Adviser administration | Requests to register a new adviser or support staff |
| Other | If there isn’t a category that suits your request, you can select the ‘Other’ option |
Some forms must be posted to us. This includes, but is not limited to:
If we need further information to process the request, the status in Request Centre will update to say:
If we need additional information or documents from you to process the request, we’ll contact you (generally within the day, depending on submission time) to request additional information.
You don’t need to find the reference number to accompany the documentation – all the details are available via Request Centre and additional documents can be uploaded through Request Centre.
To upload additional documents for a request:
You can only upload additional information when a case is in 'For Action: Adviser'. Please ensure you provide the additional information within the timeframe provided. If the request is not in 'For action: Adviser' and you want to provide additional documents, reach out to us via chat.
Ensure notes added to the clarification field are relevant to the outstanding requirements. The clarification field should not be used to ask questions about the outstanding requirements. If you need assistance, you can initiate a chat for a request by selecting the ‘Chat about this’ option in the Actions menu.
If we need further information from your client to process the request, the status in Request Centre will update to say ‘For action: Client’.
To see the requirements outstanding from your client:
Please get in contact with your client to remind and assist them with providing these documents to us.
Once you’ve successfully submitted a request, you’ll be able to see the details and status of your request via Request Centre.
Your request will come under one of the following statuses:
| Received | We've received your instructions and will commence processing as soon as possible |
| In progress | Your instructions are currently being reviewed or processed. |
| For action: Adviser | We need additional information or documents from you. |
| For action: Client | We need additional information or documents from your client. |
| For action: External party | We need additional information or documents from an external party. |
| Cancelled | We’ve received instructions to not proceed with this request, the request is a duplicate, or we couldn’t complete your instructions as we didn’t receive the required information. |
| Reclassified | Your request has been reclassified to another category and will be completed as a separate request. You’ll be able to see a link to the new request. |
| Awaiting processing date | The request is awaiting a specified date to complete processing. |
While most requests are visible in Request Centre, we'll continue to communicate to you through email for:
Deceased estate cases have limited visibility in Request Centre. You won't be able to view any oustsanding requirements and you'll continue to receive emails from your Estates team.
Additionally, some common reasons you might not be able to see your request in Request Centre are:
You can easily manage your requests in Request Centre using the filters or search bar to find a specific ID, account or request type.
Requests submitted via Request Centre may be subject to our verification processes. For details specific to your request, see the following Help Centre articles:
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Chat in real-time with an adviser consultant Monday to Friday, 8am to 7pm Sydney time (excluding public holidays).
Everyone at Macquarie is commited to providing our clients with the highest standard of products and services available. If you have feedback we would like you to tell us about it.
