This month, we’ve made significant improvements to Request Centre and have given your team greater visibility on the status of requests.
We’ve also introduced new chat features that allow you to initiate a chat with us when it’s most convenient for you.
Our ‘Confirmation of Payee’ service is here to add an extra layer of security against scams and fraud, and accidental payments made to the wrong account.
Read more about these updates and other product and platform enhancements below.
Michelle Weber
Head of Wrap Platform
A complete digital platform
Supercharge your efficiency and find the information you need faster with our new and upcoming feature releases.
- Further improvements to Request Centre
Everyone in your team can now digitally submit, track and complete client requests.
- Submit requests with ease: You can now securely upload documents for most requests types, and you’ll get an estimated completion timeframe
- Track progress instantly: Your team can check the status of your requests anytime
- Streamline your follow-ups online: Provide any additional documents and/or information required digitally. Follow-ups are also now visible to your team, not just the adviser.
Visit our Adviser Help Centre for a step-by-step guide to using Request Centre.
- Improving your chat experience
- You can now initiate a live chat with us 24/7, at a time that’s convenient for you. If it’s outside of business hours, we’ll respond once we’re back online. As a reminder, our hours are 8am to 7pm Sydney time, Monday to Friday (excluding public holidays).
- You’ll also have 24 hours to reply to our team before a chat times out. If it does time out and you need to start a new chat, our team can see your previous messages so you can pick up right where you left off.
- Make sure to enable browser notifications for real-time notifications so you can multi-task without missing important messages.
Visit our Adviser Help Centre for a guide on how to use chat.
- Digital closures for Macquarie Cash Management accounts
We’re making it easier for you to close your client’s CMA in Adviser Online, with a simple digital request. From August 2025, we’ll no longer accept withdrawal forms for this type of request. To help you make this transition, we’ve prepared a detailed guide in our Help Centre.
Greater protection for you and your clients
You and your team have access to a stable and secure platform underpinned by the security and risk commitment of a global investment group.
- ‘Confirmation of Payee’
To help safeguard your clients against fraud and scams, we've launched ‘Confirmation of Payee' in Macquarie Online Banking and Macquarie Mobile Banking app.
When your client makes a payment to a new payee or edits a saved payee’s details, this feature will verify the account details entered with the recipient’s bank. The same applies when your clients receive payments as the payer’s bank will be able to verify that the account details match. We’ll share their account name for this purpose, which in turn will be shared with the payer. For more information, visit our Help Centre.
Access to a wide range of investment options
Our investment choices allow you to design a portfolio to meet each client’s investment objectives and adapt as their needs evolve.
- Adding to our investment menu: we've added 9 managed funds, 1 separately managed account and 4 fund-like securities to our Macquarie Wrap investment menu. You can also visit our Investment Menu update to see what we’ve added to our Macquarie Wrap IDPS and Super menus.
Discover what's next with Macquarie
We’re becoming a fully digital platform that gives you security, investment choice and control.
Here’s a snapshot of what’s coming:
- Digital super rollover authority
Soon, you’ll be able to roll over external funds into your client’s Macquarie super account from the Account details screen in Adviser Online.
Important changes
- Greater flexibility around document certification
We’ll now accept documents that have been certified within the last two years, with the exception of death certificates. This change means greater flexibility and convenience, minimising the need for additional document submissions.
- Withholding tax notice
From 1 July 2025, income on IDPS accounts may be subject to withholding tax if your client has an overseas address or hasn’t provided a valid TFN/ABN. Learn more in Help Centre.