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Adviser Online User Guide

Adviser Online is a hub that allows you to access research reports, view your clients’ account details 24/7, help your clients implement transactions, and more!

Contents

 Getting started
 AOL training videos
 AOL transactions
 Using AOL transactions
 Processing timeframes
 Non AOL transactions
 Update client details
 Troubleshooting 

Getting started

How do I get access to Adviser Online?

To get access to Adviser Online, you’ll need to Register as an adviser with Sunsuper. View our Adviser Registration Terms and Conditions.
Once your registration is approved (it typically takes two business days):

  • You will receive access to Adviser Online
  • You can complete an Advice Fee Request for the advice you provide your clients (Initial/One-Off and/or Ongoing).

How do I view my client’s details in Adviser Online?

Your client’s details will be visible once you have authority in place and that member has been established in our system with a Sunsuper member number. Your client’s details will be shown when you enter their member number into the relevant field on the Member tab in Adviser Online.

How do I reset my password for Adviser Online?

Give us a call on 13 11 84 8:00am - 6:30pm (AEST) Monday to Friday and we’ll reset your password.

AOL Training Videos

 View our library of training videos on YouTube here.

AOL Transactions

What transactions are available in Adviser Online?

  • Advice fee request
  • Combine super into Sunsuper
  • Authority to access information
  • Income payment maintenance
  • Investment choice
  • Membership application
  • Income account request
  • Restart my Income account

Adviser Online also allows you to view your clients’ account information 24/7.

Why use Adviser Online to submit transactions (instead of paper forms)?

  1. The transactions submitted via Adviser Online land in a more advanced part of our internal workflow queue. This means they will be processed quicker than if you sent the form to us via traditional methods.
  2. The transactions in Adviser Online, like the Membership application, are more aligned to the needs of an advice interaction. Refer below to “Adviser Online – Membership application” and “Adviser Online – Income account request & Restart my Income account”. 

Using AOL transactions

How to use a form in Adviser Online?

  1. Log into Adviser Online – you will be presented with this home screen listing your clients. You’ll only be able to see those clients who hold a valid Third Party Authority to act on their behalf
  2. AOL Members list

  3. Click on Start Transaction – A list of transaction options is presented
  4. AOL start transaction

  5. Select the transaction that you require.

  6. Select the client or enter the client’s details. 
  7. a. Most transactions in Adviser Online will allow you to search by member number or name. Your client’s details will be presented and all their details listed.

    AOL Advice fee request

    b. For Membership application and Authority to access information, you’ll need to enter your client’s details because this member is not yet connected to you in our systems. 

    AOL Membership application

  8. Complete the form as required. This is a smart form; your selections will determine what options you are provided. Click Save & Next to save your work

    AOL nominate beneficiaries

  9. Once you’ve completed the form, we need to obtain authorisation from your client before proceeding. You’ll be prompted to generate the PDF. You will receive a warning that advises you that no changes can be made on the form. If you need to alter the form, you will need to start the process from step 2 again.

    AOL Are all the details correct?

  10. If the client is with you, print the form and have the client sign and date.

  11. Once the form is signed and dated, you will need to navigate to Manage Transactions and select Incomplete Transactions.

     

  12. Click on the relevant request ID

  13. Scan the document and then upload in section 2. Enter a description for your records. Click Attach
    a. For some forms, you will need to attach clear, client identification, download the Sunsuper for life Product Disclosure Statement and complete the acknowledgements. Click Save & Next.

    AOL Membership authorisation

  14. Complete the declaration and click Submit

    AOL review and submit


  15. Click on the relevant request ID – continue as per steps 8 and 9 and upload the signed Membership application form to be processed.

    AOL membership authorisation

What does the Membership application form in Adviser Online do? 

This form allows you to send us a request to commence a new member account, including the provision of an Authority to access information, Investment choice, Opting in / Opting out of our default insurance arrangement, and Combine super into Sunsuper.
Important things about the Membership application: 

  1. You will need to provide us with a legible identification document that shows full name, date of birth and signature (e.g. Driver Licence).

  2. Ensure you provide your client with an accompanying Sunsuper for life PDS, and ensure they have confirmed via the signed form that they have received a copy of the Sunsuper for life PDS.

  3. If you need to perform additional transactions for this client (e.g. Income account request or Advice fee request), you will need to wait for us to process the Membership application before you are allowed to create an additional transaction. Membership applications are not processed on the same business day.

  4. You may choose to provide a client’s TFN. The TFN is validated at the time of entering. You cannot add this at a later date manually. You will need a Change of Details form.

What do the Income account request & Restart my Income account forms in Adviser Online do? 

If you have an active authority on an existing Sunsuper member account, these forms will allow you to create/restart a new Income account. You will need to provide Sunsuper with details of your client’s identification (Medicare card, Australian Driver Licence, or Australian Passport) so we can electronically verify your client.

Important things about the Income account request & Restart my Income account: 

  1. You will need to provide us with your client’s bank details and a copy of their bank statement.
  2. You will need to provide us with details of your client’s identification (Medicare card, Australian Driver License, or Australian Passport) so we can electronically verify your client.
  3. Ensure you provide your client with an accompanying Sunsuper for life PDS, and ensure they have confirmed via the signed form that they have received a copy of the Sunsuper for life PDS.

What does the Advice fee request form in Adviser Online do? 

With this form, you can request payment from your client for the advice you provide. 

This task is only available via Adviser Online. A common question we get is “Why isn’t this transaction a sub-component of the Membership application?”

Sunsuper believes in transparency in regards to advice fees, particularly for new members. The form provides for a member’s authority for fees to be paid from their Sunsuper account to the nominated adviser for the express purpose of providing advice. 

What does the Authority to access information form in Adviser Online do? 

This form provides valid legal authority for you to act on behalf of your client. It is a compliance requirement for your client to sign the form to authorise your capacity to act on their behalf.  
Sunsuper acknowledges that some advisers prefer to use their own Third Party Authority, and Adviser Online allows you to do this. Additionally, you will need to provide us with a legible identification document that shows full name, date of birth and signature (e.g. Driver Licence).

You can submit your own TPA form by checking the I’m using my own form box in the Authority to access information request or the stand alone TPA request - both accessible in Adviser Online.

How do I view my client’s transaction history in Adviser Online? 

Adviser Online offers the ability to view a client’s transaction history in Adviser Online. 

AOL Members list

  1. Log into Adviser Online

  2. Click on Reports

    AOL members list edited


  3. Select the client and their details will be presented

    AOL reports


  4. Select financial year or date range. 
    a. A transaction summary for the selected financial year or date range will be presented

    AOL FY transaction summary

 

b. Below the summary a list of transactions is presented.

AOL transaction types

You can choose to further filter transactions by transaction type. You can also choose to download transactions into a Microsoft excel spreadsheet. 

Processing timeframes

When will transactions submitted via Adviser Online be processed?

Investment choice forms will be effective from the date we receive it, if the form is received by 3.00pm AEST on a business day. Investment choice forms received after that time will be effective from the next business day. Other transactions may take a couple of days before they are processed. 

For more information on the processing of transactions, see section 'When are transactions processed?' in the Sunsuper for life guide.
Where your client requires multiple transactions to be processed in a specific order, to give your client the best experience possible, we recommend that you case manage the workflow of the individual transactions. Use “Manage transactions” in Adviser Online to help you.

How do I track the progress of a transaction after I’ve submitted it in Adviser Online?

You can now view the status of a submitted transaction trough Task Tracker. See the explanatory table for the definition of the icons which will appear in Task Tracker. 

This is exactly the same view of tasks as seen by representatives in our Contact Centre – another step towards helping you to self-serve. 
Any task registered as ‘Complete’ signifies the Sunsuper processing component is done. It does not however reflect the status of tasks awaiting input from external parties – such as a roll in from another super fund. 

If a task has been rejected, please call our Contact Centre, if Sunsuper has not already contacted you about an issue.
Icon state  Icon AOL status  SWFT/Internal milestone 
State 0 Waiting  Waiting  SWFT not available yet OR new mapped milestone OR orphan record 
State 1 Transaction received  Transaction received  Initiated 
State 2   In progress In progress  In progress 
State 3   In progress QC In progress  QC 
State 4  In progress reprocessing  In progress  Reprocessing 
State 5  Complete  Complete  Completed  
State 6   Merge, closed, rejected, failed Merged and closed  Merged 
State 7    Merge, closed, rejected, failed Rejected  Closed 
State 8   Merge, closed, rejected, failed Failed  Failed 

Update client details

How do I update a client's personal details?

To change personal details such as address, email, phone number, your client will need to login via MemberOnline

How do I update a client's personal details?

To change personal details such as address, email, phone number, your client will need to login via Member Online or a Change of details form.

If your client needs to change the bank account details we hold on file, they will need to submit a Change of details form.

I need to perform multiple transactions, and my client will only be in the office once.

Apart from the Membership application, you can create any other transaction available within Adviser Online at the same time. You can then have your client sign the required documents, and you can personally manage when each transaction is submitted, via “Manage transactions”.

Our promise to you is that we will process requests as soon as possible. In order to give you and your clients the best experience possible, we recommend that you personally manage the submission of individual transactions via Adviser Online.

Non AOL transactions

How to submit transactions that don’t appear in Adviser Online

For transactions that don’t appear in Adviser Online, go to Forms & Tasks to find the appropriate form. Download the form and complete it

Once your client has approved and signed any completed forms that are not available in Adviser Online, you can upload and submit to us via our Email us secured form in the Contact Us section on our website. There are certain forms that cannot be sent to us electronically and they need to be posted to us at Sunsuper, GPO Box 2924 Brisbane QLD 4001

Troubleshooting

Which internet browsers does Adviser Online work on?

  • Chrome
  • Internet Explorer 11
  • Firefox
  • Safari
  • Microsoft Edge

I have hit ‘Save & Next’ and nothing seems to happen. Why?

There are probably still mandatory fields on the screen that need completing. Scroll back up the screen and you should see those fields highlighted in red with a suitable message.

I generated a transaction, but didn’t receive a PDF for my client to sign. What should I do?

Please call us on 13 11 84 and we will email you a copy of the PDF. Alternatively, please cancel the task in Manage transactions and try again to complete and generate a PDF.

I have been presented with an error screen after 30 minutes of non-activity. What should I do?

Your session has timed out. Close your browser session and log in again to initiate a new user session. Any work in progress will be saved up to the previous ‘Save and Next’ button. 

I am unable to attach any documents? – I receive this message: File <file name> could not be uploaded. What should I do?

Please try uploading it again. You most likely have multiple sessions of Adviser Online open across multiple browsers and one or more of those sessions has timed out. Close down all your browsers and retry. You should be able to go to ‘Manage transactions’, select your incomplete transaction and continue with attaching your document(s). 

For further assistance, please phone us on 13 11 84 8:00am - 6:30pm (AEST) Monday to Friday.