Adviser resources

You can open an Accumulation, Choice Income or TTR Income account on behalf of your client using online join form in the Adviser Portal, or by completing the join form included in our Product Disclosure Statements (PDSs).

The online join form for accumulation accounts is intended for members who don’t currently have an AustralianSuper accumulation account. If your client already has one, you’ll need to fill out two forms on their behalf:

1. AustralianSuper join form (empty) and
2. Keep your AustralianSuper super accounts open form.

Please scan these completed forms and upload them to the Adviser Portal, ensuring the file size does not exceed 3MB per file.

You may be aware that our members have two unique numbers used to identify them:

1. A member number
2. An account number. The account number should always be used on all forms.

Your client can sign a form to Give access to their financial adviser or you can use your own third-party authority form, if it clearly identifies both the member and adviser. Please note it is mandatory to include the Licensee AFSL number if you’re using your own form. You then submit either form to us via email and within 72 hours, you’ll have access to your client’s account information.

The easiest way to access member account details is by logging in to the Adviser Portal. If you haven’t yet registered for the Adviser Portal, please register or get in touch at adviserenquiries@australiansuper.com.

All third-party authorities are valid for a maximum of 10 years from commencement. You can always submit a new authority to access information signed by your client at any time.

Once their AustralianSuper account is active, members can register for online access to their account by visiting australiansuper.com/register All they need is their AustralianSuper member number (Customer reference number (CRN) for Choice and TTR Income account members) and email address.

Members will be able to check their account balance and withdrawals, manage their investments and insurance cover (if applicable), and make and/or change beneficiary nomination(s).

Registering is easy and should only take a few minutes.

Downloading the AustralianSuper app

Once a member has set up their account online, they can download the AustralianSuper app; a free and easy way to access and manage their account on mobile or tablet device.

To download the app from the Apple Store or Google Play, members can visit australiansuper.com/mobile

Members will be able to use the same login as the one created for their AustralianSuper account online the first time they access the app. They can then create a four-digit pin for all future logins to the app.

If a client passes away, and their spouse has submitted a death claim, the Trustee (AustralianSuper) is obliged to assess the Binding Death Benefit Nomination (BDBN) form submitted by the member to determine whether the BDBN is valid as at the date the member passed away.

This includes any issues of the member’s capacity to make the BDBN and a determination as to whether the person nominated is a ‘dependant’ under the law. Therefore, we’re required to conduct enquiries about the member and their circumstances.

A No intent to apply for a death payment form doesn’t need to be completed by the deceased member’s adult children, but if the completed form is provided to us, it will assist with our enquiries.

Also, we still have duties (as a Trustee) to notify all potential claimants of our intention to distribute a benefit in a certain way. A 28-day letter, with the opportunity to object to us, and then onto an external dispute resolution body (AFCA) is required under the Corporations Act s1056.

If we don’t do this, and the fund pays a benefit to a beneficiary (under a binding nomination) that’s proven to be invalid, AustralianSuper may have to pay the benefit twice.

To ensure timely processing, please be advised that POA documents should:

• be in writing and be made by a person aged 18 years or over who can understand the nature of a POA
• be scanned certified copies.
• be certified on the first and last pages and initialled on all other pages, at a minimum. Note: If all POA pages are certified, this is also acceptable.
• include the original certified identification for the nominated POA. AML/CTF legislation prevents us from acting on any instruction from an attorney until this is received. Acceptable forms of photo ID are driver’s licence or a passport.
• include at least 3 client identification points such as client’s full name, date of birth, member number and address, for security reasons. Alternatively, a cover letter accompanying the POA document dated and signed by the nominated attorney, adviser (with third party authority) or the client containing 3 points of member identification is acceptable.
• be emailed to adviserservices@australiansuper.com. Remember to also attach a copy of the documents (including the cover letter, if used) for our reference.

No, if any changes, amendments or corrections need to be made to a form, then a new form is required. The member cannot initial changes on an existing form, and the same form cannot be submitted.

Personal contributions can be made to your client’s AustralianSuper account via BPAY, Cheque, Direct Debit or EFT.

BPAY¹ – is the fastest way for a personal contribution to be made to AustralianSuper. BPAY payment details are unique to each member and can be found on their member profile on the Adviser Portal, the member’s online AustralianSuper account, or can be requested via the Adviser Services team.

Cheque – A cheque made payable to AustralianSuper can be mailed to us.

Add to your super with after-tax contributions

Direct Debit – We can set up a once off or ongoing Direct Debit from your client’s bank using the below form:

Add to your super with after-tax contributions

This form can be emailed to the Adviser Services team at adviserservices@australiansuper.com

EFT – We can also accept an EFT payment to:

BSB: 083-355
Account: 674065855
Bank: National Australia Bank
Reference: Account Number

EFT must only be made once a member’s account is open. Once payment has been made, the Adviser Services team must be advised by email at adviserservices@australiansuper.com to have the payment allocated. If the Adviser Services team is not advised, the payment may not be allocated and could be refunded back to the member.

1. ® Registered to BPAY Pty Ltd ABN 69 079 137 518

Acceptable forms of payment for a Downsizer contribution are:

• Cheque – made payable to AustralianSuper can be mailed to us.


• EFT payment to:
  
  BSB number: 083-355
  Account number: 674065855
  Account name: Pacific Custodians P/L ATF AustralianSuper
  Bank: National Australia Bank
  Reference: Account Number
  
  EFT must only be made once a member’s account is open. Once payment has been made, the Adviser Services team must be advised by email at adviserservices@australiansuper.com to have the payment allocated. If the Adviser Services team is not advised, the payment may not be allocated and could be refunded back to the member.

Please note that both Direct Debit and BPAY² payments cannot be accepted.

When the Downsizer contribution is received via cheque or EFT, a completed ATO Downsizer contribution into superannuation form must also be received for the Downsizer contribution to be allocated. The signed and dated ATO form must be received by the fund either before, or at the same time, the fund receives the contribution.

If you make multiple contributions to the fund, you must provide a Downsizer contribution into superannuation form for each contribution, remembering the total of your contributions must not exceed $300,000.

Please visit ato.gov.au to download a copy of the ATO Downsizer contribution into superannuation form.

2. ® Registered to BPAY Pty Ltd ABN 69 079 137 518

Acceptable forms of payment for a CGT contribution are:

• Cheque – made payable to AustralianSuper can be mailed to us.

• EFT payment to:

Account name: Pacific Custodians P/L ATF AustralianSuper
BSB: 083-355
Account number: 674065855
Bank: National Australia Bank
Reference: Account Number

When making a payment, please:

• Ensure the member’s account is open.
• Complete the ATO Capital Gains Tax Cap Election form.
• Email the Adviser Services team with the attached form to have the payment allocated.

Please note we must receive the signed and dated ATO form before, or at the same time, that we receive the contribution.

If the above steps are not completed, the payment may not be allocated and could be refunded.

A recontribution strategy can be completed by withdrawing a lump sum from any combination of AustralianSuper accumulation, TTR Income or Choice Income account(s). Your client will need an AustralianSuper accumulation account to receive the contribution.

Follow the steps below to complete a recontribution strategy.

1

Consider tax deductions 
 

Complete a Claiming a tax deduction for personal contributions form before the withdrawal is made if your client intends to claim a tax deduction.

2

Withdrawal from accumulation account

Complete an Apply for a payment form for a full or partial withdrawal from your client’s accumulation account.

If you apply for a partial withdrawal, ensure there is an account balance of at least $6,000 to keep the account open.

If you apply for a full withdrawal, the account will be closed, and any insurance will be cancelled.

2

Withdrawal from TTR Income/Choice Income account

Complete a Request a full withdrawal of your Choice Income or TTR Income account form for a full withdrawal and closure of your client’s Choice Income or TTR Income account.

Complete a Request a partial withdrawal of your Choice Income or TTR Income account form for a partial withdrawal of your client’s account balance.

3

Recontribution type
 
 

Your client has an accumulation account: Recontribution can be made to the existing account.

Your client does NOT have an accumulation account OR Your client has an accumulation account but wants to keep the tax-free component segregated: Your client will need to open a new/additional Personal Plan accumulation account.

4

Open Personal Plan accumulation account

Read the PDS before applying for a new AustralianSuper accumulation account.

5

Investment choice
 
 

Complete the Investment choice form before the contribution is made if your client would like to pick their investment options.

6

Recontribute the money into the accumulation account as a tax-free non-concessional contribution

How does my client contribute to their AustralianSuper account? 

7

Optional: Open Choice Income account
 
 
 

Read the PDS before applying for a new AustralianSuper Choice Income account. Your client can then request to transfer whole or partial balance of the accumulation account to the Choice Income account.

A Target Market Determination (TMD) describes the target market for a financial product and relevant conditions in relation to the distribution of the product to consumers. It also includes the events or circumstances where we may need to review our products and the TMD. You can view AustralianSuper’s TMDs here.

TMDs are a requirement of the Treasury Laws Amendment (Design and Distribution Obligations and Product Intervention Powers) Act 2019. Read the FAQs to learn about superannuation product design and distribution obligations (DDO) for financial advisers.

If you’re setting up a new member to join AustralianSuper, we have a range of accumulation divisions tailored for different individuals, employers and employment arrangements. Below provides a brief description of the main divisions:

• Personal Plan (no default insurance) – this division is for members who do not require default insurance, or are self-employed as sole traders, or as a partner in a partnership, or who aren’t currently in paid employment, or who are retired or who won’t be receiving regular Super Guarantee (SG) contributions.
• AustralianSuper plan (Industry division with default insurance) – this is our largest division and is open to members in full-time, part-time or casual employment within any industry, who receive regular SG contributions, and require default insurance (insurance is activated by and dependant on receiving SG contributions).

For further details on our accumulation product divisions, download the relevant PDS under the All documents tab on this site.

Note: If you join up a member to the Industry division (AustralianSuper plan), default insurance is provided automatically once they’re eligible. They’re eligible once they’re 25 or older; and have a super balance of $6,000; and receive an employer super contribution after they meet both age and balance requirements (other conditions apply). They will also need to ensure they have enough money in their super account to cover the cost of insurance. If your client does NOT want default insurance, you should consider the Personal Plan. Please read the PDS for further details on each division.

We calculate the investment performance of your clients’ investment options every business day. We do this through crediting rates, published on our public site.

Crediting rates change based on movements in investment markets and can increase your client’s account balance if positive, or reduce if negative. Their balance is likely to change most days based on these movements and any transactions on your account.

Crediting rates are net of fees and tax, so they’re shown after all fees and taxes related to managing the investment portfolio have been taken out.

To learn more on how these rates are published, when they’re applied and how they’re calculated, download the How crediting rates and investment returns work fact sheet.

The default insurance cover design depends on the division your client joins. Please note that default insurance is not available in the Personal Plan. Default insurance cover available in AustralianSuper Select may differ due to tailored employer-sponsored insurance arrangements. 

Eligible members receive a basic level of age-based cover without having to provide any health information. They’re eligible once they’re 25 or older; and they have a super balance of $6,000; and they’re receiving employer super contributions (age limits and other conditions apply). If your client is younger than 25, they’ll have to apply for cover.

Income Protection is available from age 15 to age 69, and your client can choose between age-based or fixed cover. Default Income Protection isn't available in Super Options, but your client can apply for it anytime.

Death cover is available from age 15 to age 69, and Total & Permanent Disablement (TPD) from age 15 to 64. For Death and TPD cover, your client can choose between age-based, age-based plus extra (fixed) cover or just fixed cover. If your client has Death or TPD cover with AustralianSuper they may be able to claim a benefit for terminal illness.

Generally, the cost of cover increases as the member gets older. Insurance premiums are quoted on a weekly rate and are deducted monthly from the member’s super account. For further details on our insurance, please read the relevant PDS and Insurance Guide available under the All documents tab on this site.

Term deposits are available only via Member Direct. If you require term deposits for your client, they’ll need to register for a Member Direct account. Please see the steps above to register for a Member Direct account and refer to the Member Direct Guide for further details.

Yes, we publish the asset allocation for each Premixed investment option every quarter¹. This also includes:

• Foreign currency exposures
• Growth and Defensive assets split
• Performance snapshot
• Investment objectives, and
• Risk levels based on the time invested.

You can view this information on our PreMixed investment options page. For asset allocations for previous quarters, please contact our Adviser Services team.

1 Data is published approximately 45 days after the end of each quarter. This ensures the protection of members’ interests by avoiding the disclosure of our investment strategy in a manner that could negatively impact members’ returns.

If you’re setting up a client to join AustralianSuper, and who’s transitioning to either part or full retirement, they have two choices for an income stream:

• Choice Income account – for clients retiring and wanting to draw an income from their savings in a tax-effective environment.
• Transition to Retirement (TTR) Income account – for clients not yet retired and looking to supplement their income by drawing on their super savings.

Note: Generally, your client will need a $50,000 minimum balance for a Choice Income account and $25,000 minimum for a TTR account. However, where their advice strategy requires a lower starting balance, we may be able to arrange an exception for you. If this is the case, please get in touch to discuss.

For further details on our retirement product divisions, download the relevant PDS under the All documents tab on this site.

Unless your client is adding money from outside super (for example, making a non-concessional contribution), then you can roll their external pension directly to a new AustralianSuper Choice Income account. Join the new member using an application form for the relevant retirement account via the PDS or online. On the application form, there’s space to roll in one external fund. If there’s more than one external fund rolling in to the new account, also complete a Combine your super into AustralianSuper form.

It’s a good idea when rolling a pension over from another fund, to check if the pension is a Death Benefit Pension, as these monies must remain separate in terms of legislation and cannot be sent via SuperStream. It’ll be necessary for the outgoing fund to process your request manually and provide us with a Death Benefit RBS.

Please get in touch at adviserservices@australiansuper.com if you have any questions.

When a member meets a condition of release, their TTR Income account is converted to a Choice Income account. All details including account number stay the same, but the name of the product changes. When this occurs, a Balance Booster amount will be credited to the account on the day the account changes over. This will happen automatically when the member turns 65 years. Additionally, if the member had an AustralianSuper accumulation super account before moving to a TTR Income account, their whole account history is taken into account when Balance Booster is calculated.

The Member Direct investment option offers members more control and choice of their super or retirement income investments. They can invest in shares, Exchange Traded Funds (ETFs), Listed Investment Companies (LICs), term deposits and cash – all from an easy-to-use online platform.

There’s a separate AustralianSuper Member Direct portal where you can access your client’s Member Direct investment details and make transactions on their behalf (subject to having submitted a valid client authority form.

Before commencing a Member Direct account, we recommend that both you and your client read the Member Direct Investment Guide and the Member Direct Menu located under the All documents tab on this site.

Step 1: Your client first needs to have an AustralianSuper accumulation or pension account, and register for member online access to the Member Portal.

Step 2: Once the funds are available in their AustralianSuper account, the member can then register for a Member Direct account. They can do this by logging in to their online account and locating the ‘Member Direct’ tile via the Investments tab.

Step 3: To register for Member Direct, they’ll need to make a cash transfer from their existing AustralianSuper account. Please note they cannot transfer their whole balance into Member Direct. A minimum of $5,000 needs to remain in their PreMixed and/or DIY Mix options. It takes two days before the cash is available to invest on Member Direct. You may prefer to assist the member with this process; however access is only available via the member’s online account.

Step 4: Your client will need to complete a Give Access to your Member Direct Account form, and nominate your access as either “read only” or “read and transact”. Please email this completed form to adviserservices@australiansuper.com and you’ll be sent the login details to the Member Direct portal.

Step 5: To access your client’s Member Direct accounts, simply login to the Member Direct portal. The link is also under the Member Direct tab on this site. Once logged into the Member Direct portal, you can make transactions in Member Direct on behalf of your client via the UBS share trading facility. You’ll need to have ‘read and transact’ access in order to do this.

Step 6: If you’re charging for an advice fee to be debited from the client’s Member Direct account, use the Request to Pay Advice fee - Member Direct form

 

Handy hints:

• Members in a Transition to Retirement (TTR) Income account can only register for Member Direct using their Accumulation account, not their TTR Income account.
• Special rules apply to Member Direct. There are minimum account balance requirements and investment limits that apply to ETFs, LICs, and shares. Also, once you open a Member Direct account, you must keep a minimum ongoing balance in your other AustralianSuper investment options at all times. For all the information you need to help your client set up and maintain their Member Direct account, visit australiansuper.com/MemberDirectGuide.
• Member Direct investing uses a separate system to regular AustralianSuper accumulation and retirement products.
• Using the regular AustralianSuper Adviser Portal, you’ll only be able to view the high level amounts in you client’s Member Direct option. To view the full details of their investments or transact on their account (subject to your authorisation level), you’ll need to log in via the Member Direct portal.

You transact via the Member Direct portal at https://www.memberdirect.australiansuper.com/AdminLogin. Your client’s account will be available once we have received and processed a completed Give Access to your Member Direct account form.

• Your client needs to complete a Give Access to your Member Direct Account form nominating access level as either “read only” or “read and transact”.
• You then email this completed form to adviserservices@australiansuper.com
• You’re then sent the login details to access the Member Direct portal.

Once you’ve received your username and temporary password, you can log in to Member Direct.

Please note: your temporary password expires 11:59 pm on the same day you receive it, so if it’s no longer working, please email us and we’ll create a new password for you. This process can take 2-3 business days.

After you log in, you’ll see the list of your Member Direct clients for which you have read and/or transact access. Under the Administration tab, you’ll be able to select those clients for which accounts you want to administer.

Once you’re in client’s account and wish to swap over to another client, go to the human icon and click on ‘Administration’. This will take you back to the list of your Member Direct clients.

You can now use the ‘Invest’ page to invest in S&P/ASX300 shares, select ETFs and LICs, term deposits, or cash depending on the option they’re in.

You can transfer cash between the Member Direct Cash account and your clients’ other AustralianSuper investment options once per business day. To make a cash transfer, please follow the steps below:

1. Select the ‘Invest’ tab
2. Select the ‘Transfer Cash’ button (under the ‘I WANT TO’ button)
3. Select the ‘Move money from’ button to switch which account you are transferring from
4. Enter the transfer amount. Note: You can nominate a specific amount or choose from the available presets ($10K, $20K, $50K and $100K).
5. Select the ‘Review and submit’ button to review your selections before submitting
6. Click the ‘Submit’ button to finalise

You can submit an investment switch for your clients’ investment options once per business day.

Note: you can’t submit an investment switch and a cash transfer at the same time.

To make an investment switch, please follow the steps below:

1. Select the ‘Invest’ tab
2. Select ‘Manage My Investment Options’ (under the ‘I WANT TO’ button)
   
3. You’ll see your clients’ current investment mix and weightings under the ‘Current value (%)’ tab. To perform a switch, you’ll need to enter the new weighting in the ‘Change to (%)’ tab. The amount needs to be a whole value, decimals aren’t accepted.

For super accounts, you’ll also need to update the future contribution weightings to allocate where your clients’ contributions are deposited into the future. You can do this by inserting a whole number in the ‘Change to (%)’ tab. Decimals aren’t accepted.

For pension accounts, you can also choose to change your clients’ drawdown strategy and where they receive their pension payments from. You can do this by inserting a whole number in the ‘New strategy’ tab. Decimals aren’t accepted.

You can request to invest in Term Deposits once a week. If we receive your request before 11.59pm AEST/AEDT (Melbourne time) on a Thursday your investment in the Term Deposit will take effect on the Friday (or the next business day if it is a public holiday). If your request is received after this time, it will take effect from the following Friday (or the next business day if it is a public holiday).

To invest in a Term Deposit, please follow the steps below:

1. Select the ‘Invest’ tab
2. Select ‘Buy Term Deposits’ (under the ‘I WANT TO’ button)
3. Select the available Term Deposit by clicking on the interest rate.
4. Enter the investment amount. Note: the minimum investment is $2,000.
5. To set term deposit options, select the ‘Options’ button to choose your auto-reinvestment preference. Click ‘Save’ to proceed.
6. Select the ‘Review and submit’ button to review your selections before submitting.
7. Select the 'Submit’' button to finalise.

You can submit an order request to buy or sell shares, ETFs and LICs at the market price (‘at market order’) or set a price limit (‘limit order’).

To submit an order, please follow the steps below:

1. Select the ‘Invest’ tab
2. Select Trade Shares, ETFs & LICs (under the ‘I WANT TO’ button)
3. Enter the ASX company name or ticker code
4. Enter the Limit Price, Number of Shares or Order Value
5. Review and click ‘Submit’ to finalise.

For more information, please refer to pages 10-11 in the Member Direct guide.

The default setting for DRP is cash however you also have the option to reinvest dividends instead.

To update your clients’ DRP preference, please follow the steps below:

1. Hover over the human icon and click on ‘Member details’
2. Default option – Cash for all dividends, click Edit
3. You can pick and choose for each listed security held
4. Click Save to complete.

You can generate reports that allow you to track your clients’ investments in Member Direct and other fees and expenses incurred on their account. To get started:

1. Select the ‘Invest’ tab
2. Select ‘View Portfolio Activity’ (under the ‘I WANT TO’ button)
3. Scroll down to Reports – select the report you’re after
4. Choose a date range and click ‘Generate’
5. Once the report is generated, you’ll be able to download this as an Excel file or PDF.

After your adviser registration has been processed, the Adviser Services team will send you details on how you can register for the Adviser Portal. Then, once you’ve registered, you’ll be able to log in to the adviser portal at adviser.australiansuper.com/login

The adviser portal allows you to create new accumulation and account-based pension accounts (Choice Income or TTR Income) for your clients, plus view key information on your AustralianSuper clients’ accounts (both Accumulation & Choice Income) including:

• Current account balance (including benefit & withdrawal estimates)
• Contact details
• Extracting member transactions and upload them on to the XPLAN platform
• Concessional /Non-Concessional summary
  • Yearly concessional and non-concessional contribution totals are calculated and displayed under a client’s profile
• Generating a PDF copy of a Centrelink Schedule. Download the How to guide.
• Transactions from the past 3+ years
• Summary of investment balances and future investment allocations
• Insurances (if applicable)
• Nominated beneficiaries
• Extracting key information (e.g. transactions) into Excel for further analysis, or
• Extracting a Member Profile Report which presents all key information in a standard and professional format. Download the How to guide.

Note: You won’t be able to view a detailed breakdown of your client’s Member Direct investments via the Adviser Portal. There’s a separate portal for adviser access to Member Direct, or contact us at adviserservices@australiansuper.com for help.

For your clients to be visible on the portal, there must be a valid client authority flagged to your client’s account.

You can email the completed authority to us, and within 72 hours, your client’s account details will be visible on the portal.

Note: All client authorities are valid for a maximum of three years (unless an earlier expiry date is stated on the authority or at the client’s request). When the expiry date is reached, your client’s account details will automatically be removed from the portal view.

If your client wants to revoke your authority/access to their account details, you can get in touch with us at adviserservices@australiansuper.com to let us know. Alternatively, your client can ring the AustralianSuper contact centre directly on 1300 300 273.

Support staff access is particularly useful for financial advisers that work as part of a team with support staff. This functionality allows advisers to set up support staff access in the Adviser Portal to transact and manage clients on their behalf.

Support staff access allows advisers to delegate work more efficiently in their business. It’s also a more secure way for support staff to use the portal. 

By using support staff access, advisers can:

• Create and remove support staff in the portal.
• Enable support staff to complete most tasks with their own login details.
• Approve or reject applications that their support staff have started on their behalf.

In the Adviser Portal, support staff can:

• View and download client profiles on advisers’ behalf.
• Create new Choice Income and TTR Income accounts and submit these for approval. This will trigger an email to the linked adviser to review the form. Advisers will have the option to reject or approve the application.
• Complete, download and print Advice Fee forms with the linked adviser.

Support staff can’t:

• Complete whole applications from start to finish. These will need to be approved by linked advisers or selected Public Trustee officers.
• Create, disable, suspend or remove access of another support staff.
• Create/remove a direct relationship with a particular adviser/public trustee officer.
• Approve or reject an application form.
• Print support staff details into an Advice Fee Form. The details printed in the Advice Fee Form will be the details of the adviser/public trustee officer selected.

Setting up and managing support staff access in the portal is easy. You can do so in 3 simple steps.

1. Click your profile name in the portal and then ‘Manage practice’.
   


2. Click on the button ‘Create support staff’.
    


3. Fill in the details and click ‘Confirm’. Your support staff will receive email instructions on how to register.

Linked advisers are those advisers that have a direct relationship with support staff. When support staff log into the portal, they will be able to view clients for all linked advisers. They will also be able to submit applications and forms to linked advisers for their approval. 

Support staff are linked to advisers’ profiles once created in the Adviser Portal. Working as part of a multi-adviser practice, sometimes advisers may need to link other support staff from the office, for example, those created by another adviser. To do this:

1. Click your profile name in the portal and then ‘Manage practice’.
    


2. Click on the ‘Link support staff’ button.
    


3. Select from existing support staff from the drop-down menu and click ‘Confirm’.
   

Once you’ve created support staff, they can expect to receive a welcome email after two hours. This email will contain information how they can log in.

To manage support staff submissions, please log into the Adviser Portal to review and either submit or reject applications. Follow the steps outlined below:

1. Log into the Adviser Portal
2. Click ‘View all applications’
3. Review the submitted applications
4. Select the appropriate action: Approve or Reject
5. If you approve the application, it will be sent for processing, and you will receive an email confirmation with a new member number. If you reject the application, it will be returned to your support staff team member.

You can remove your support staff’s access either temporarily or permanently in the Adviser Portal by:

1. Navigating to your profile name and clicking ‘Manage practice’
   


2. You’ll be able to see all the support staff listed under your practice and click on ‘view’ to manage individual support staff access.
   


3. To temporarily remove your support staff’s access, click ‘Suspend access’.
   
   
   When you want to switch this access on again, you can select ‘Resume link'. This will allow your support staff to submit applications and forms again.
   
   To permanently remove your support staff’s access from the portal, for example if they’ve left your company, you can do this by clicking ‘Disable support staff’.
    

Currently support staff access is only available in the Adviser Portal and not yet available in Member Direct. We’re always looking for ways to enhance our technology.