- Log in to Adviser Online
- Select Request Centre from the navigation menu
- Select the request you want to view
- Navigate to the Activity tab. Based on the status and type of request, the estimated completion time will be displayed.
How do I see the estimated completion time for a specific request?
How long does it generally take to process a request?
The following provides a general guide to processing times for fully completed forms submitted to us with all necessary documents attached:
Applications
| Request type | Turnaround time | Cut-off (Sydney time) |
|---|---|---|
Cash Managment Account (CMA) | 1 day | N/A |
| Accelerator | 1 day | N/A |
| Macquarie Term Deposit | 1 day | N/A |
| Wrap Investment (IDPS) | 1 day | N/A |
| Wrap Super | 1 day | N/A |
Pension applications and refreshes
| Request type | Turnaround time | Cut-off (Sydney time) |
|---|---|---|
| With Macquarie-initiated rollover/s only | 5-15 days | N/A |
| With direct debit only | 8-10 days | N/A |
| With asset transfers only | 20 days | N/A |
| Wrap Pension set up with a combination of direct debits, rollovers and/ or transfers | 20 days | N/A |
| Pension Update requests | 14 days | N/A |
Withdrawals and payments
| Request Type | Turnaround time | Cut-off (Sydney time) |
|---|---|---|
| Withdrawal – Cash and Wrap IDPS (excluding Investment Accumulator) | Overnight | 2pm |
| Withdrawal – real-time gross settlement (RTGS) – Cash and Wrap IDPS | Same Day | 12pm |
| Withdrawal – Wrap Super/Pension and Investment Accumulator | Overnight | 11am |
Maintaining and accessing accounts
| Request Type | Turnaround time | Cut off (Sydney time) |
|---|---|---|
| Update contact or account details | 1 day | N/A |
| Fees and adjustments | 1 day | N/A |
| Wrap Super to Pension switches (no SMAs) | 6-10 days | N/A |
| Wrap Super to Pension switches (includes SMAs) | 15 days | N/A |
Asset transfers
| Request type | Turnaround time | Cut-off (Sydney time) |
|---|---|---|
| Domestic listed security transfers | 3-5 days | N/A |
| International listed security transfers (Issuer Sponsored) | 10-15 days | N/A |
| International listed security transfers (Broker Sponsored) | 5-10 days | N/A |
| Managed funds (directly held) | 10 days | N/A |
| Managed funds (platform/custodian held) | 20 days | N/A |
| Domestic fixed income | 5-6 days | N/A |
Account closures
| Request type | Turnaround time | Cut-off (Sydney time) |
|---|---|---|
| Cash Management Account (CMA) | Overnight | N/A |
| Wrap IDPS | 6 days | N/A |
| Wrap Super/Pension | 6 days | N/A |
What factors may impact processing times?
- 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.
Related articles
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Managing security settings in Adviser Online -
Submitting requests that can't be completed digitally
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