Have confidence managing your requests with Request Centre

27 Sep 2019

Request Centre will allow you to complete and manage your requests in a faster, simpler and more secure way.

 

Request Centre enables you to submit new processing requests for your clients via the Adviser Online portal. Get an instant confirmation we’ve received the request and keep track of it online.

Now you’ll always know where each case is up to and can better manage your clients’ expectations with when their requests will be completed.

How it works

1. Log in to Adviser Online via macquarie.com to submit a new request via Request Centre

You can now upload completed forms via Adviser Online, instead of emailing your instructions to us. This is a more secure way to submit your clients’ requests and protect their privacy.

2. Receive an instant confirmation your request has been received

You’ll no longer need to call us to confirm if your request has been received. Once completed forms are uploaded and you’ve submitted the request, you’ll see an on-screen confirmation and be able to track the progress online.

3. Check for progress or any additional information required 

  • If we need further information from you to process the request, the status will update to say Awaiting Adviser.
  • If you need to send us more information, you don’t need to find the reference number to accompany the documentation – all the details of your clients’ case will be at your fingertips and any additional documents can be uploaded through Request Centre. 


Tips with using
Request Centre

Ensure the form is completed and signed and ensure all the mandatory fields are completed. This will let us proceed with your request without any delay.

When you submit a request, there are a few different categories you can choose from.

See below for the request options you can select, and what they relate to. If you can’t see a category that suits the request, you can select ‘All other requests’.

Request typeWhen to select this request type
Amend a pension Pension amendments for wrap accounts
Close an account Closure request for cash and wrap accounts
Maintain account fees Fee requests for individual fee changes, ad-hoc fee changes or account fee grouping for wrap accounts
Manage deposits and contributions Deposit and contribution requests, such as regular payments, direct debits, work tests and more, for cash and wrap accounts
Request a cash withdrawal Cash withdrawal request, such as cheques, cash transfers, recurring payments, overseas cash transfers, same day cash transfers and more, for cash and wrap accounts
Switch between Super and Pension Requests to switch between super and pension wrap accounts
Transfer assets Requests to transfer assets in or out of a wrap account. For example, share transfers, managed fund transfers, internal asset transfers between two wrap accounts, and more
Update client and account details Standard account detail updates, such as requests for third-party authority access, change of details/name, nominate/link a bank account, request online services and more, for cash and wrap accounts
All other requests If you can’t see a category that suits the request, you can select this option and submit the request


Once you’ve successfully submitted a request, the Request Centre landing page will be refreshed for you to start tracking the progress. If you selected ‘All other requests’ category when uploading your request, it may take a few more minutes for the request to appear on the landing page.

You can submit requests through Request Centre for both cash and wrap clients. And requests sent to us via email will still appear in Request Centre for you to track.

You can easily manage your requests by using these filters:

  • Date or time period
  • Client or account
  • Request type
  • Request status


Learn more about Request
Centre

Find out more about Request Centre, and expected processing times for different types of requests, by viewing the Request Centre user guide


Need help?

If you would like further support or training on Request Centre, please register for one of our webinars below or speak to your relationship manager.

  • Session 1: Monday 30 September 2019 at 2pm (Sydney, GMT+10:00)
    register here
  • Session 2: Wednesday 2 October 2019 at 1pm (Sydney, GMT+10:00)
    register here

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