What's Adviser Request Centre?

Adviser 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.
 

Tips for using Adviser Request Centre

  • Requests can be submitted through Adviser Request Centre for both Cash and Wrap clients.
  • You'll be able to see and action outstanding requirements for all accounts that you have access to.
  • You can find all our forms via the Tools side-navigation menu in Adviser Online. To help us complete your request as quickly as possible, before you upload the form online please ensure:
    • all mandatory fields are completed and all pages of the form are uploaded at the same time
    • the form is signed per account operating instructions (no electronic signatures)
    • there is available cash for any withdrawal requests
    • there have been any changes on a form while being completed, that your client has signed in full next to these changes.

What types of requests can I submit via Adviser Request Centre?

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 typeWhen to select this request type
Closing accountAccount closure requests, for Cash and Wrap accounts
Account feesFee requests for individual fee changes, ad-hoc fee changes or account fee grouping, for Wrap accounts only
Contributions, rollovers, depositsContribution, rollover and deposit requests, such as direct debits, rollovers into super and more, for Cash and Wrap accounts
Withdrawals, payments, deposits, pensionCash 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 PensionRequests to switch between Super and Pension, for Wrap accounts only
Asset transfersRequests 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 maintenanceStandard account detail updates, such as requests for third-party authority access, change of details/name and more, for Cash and Wrap accounts
Third party authorityRequests for third party authority access
Adviser administrationRequests to register a new adviser or support staff
OtherIf there isn’t a category that suits your request, you can select the ‘Other’ option  

How do I upload a form to Adviser 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. Select Review.

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

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

How long does it take to process a request?

What happens when further information is required?

If we need further information to process the request, the status in Adviser Request Centre will update to say: 

For action: Adviser

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.

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:

  1. Navigate to Request Centre and expand the request where additional documents have been requested 
  2. Select the ‘Pending task’ tab
  3. Select the appropriate files from your computer to upload or drag and drop the file
  4. Provide clarification notes if required
  5. Select Submit.

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. 

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.

For action: Client

If we need further information from your client to process the request, the status in Adviser Request Centre will update to say ‘For action: Client’.

To see the requirements outstanding from your client:

  1. Navigate to Request Centre and expand the request where additional documents have been requested from your client
  2. Select the ‘Pending task’ tab.

Please get in contact with your client to remind and assist them with providing these documents to us.  

How do I see details for an in-progress request?

Once you’ve successfully submitted a request, you’ll be able to see the details and status of your request via Adviser Request Centre.

  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.

Tracking the status of your request

Your request will come under one of the following statuses:

ReceivedWe've received your instructions and will commence processing as soon as possible
In progressYour instructions are currently being reviewed or processed.
For action: AdviserWe need additional information or documents from you.
For action: ClientWe need additional information or documents from your client.
For action: External partyWe need additional information or documents from an external party.
CancelledWe’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.
ReclassifiedYour 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 dateThe request is awaiting a specified date to complete processing.

What’s the easiest way to manage my requests?

You can easily manage your requests by in Adviser Request Centre using these filters: 

  • Date requested
  • Requested by
  • Request type 
  • Status
  • Adviser code.

Alternatively, you can use the search bar to find a specific ID, account or request type. 

What information is required for specific requests?

Requests submitted via Adviser Request Centre may be subject to our verification processes. For details specific to your request, see the following Help Centre articles:


Opening an account
 

Closing an account
 

Managing Super and Pension accounts
 

Chat to us on Adviser Online

Chat in real-time with an adviser consultant Monday to Friday, 8am to 7pm Sydney time (excluding public holidays).

Resolve a complaint

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. 

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