How does a client get a new Investor Online PIN?
Clients can reset their own PIN using the 'Forgotten PIN?' link on the Investor Online login screen, www.investoronline.info
Alternatively, our Customer Relations team can re-issue a client's PIN if they've lost or forgotten it. Clients should call 1800 998 185.
How can a client provide their TFN?
A client can provide their TFN for their account:
Can a client pre-pay interest on a margin lending facility attached to a eWRAP/Infinity eWRAP Investment account?
Yes. You can pre-pay part of their gearing loan for 3, 6, 9, or 12 months at any time during the year through AdviserNET > Transact Online.
How can I update a client's gainfully employed status?
If your client is aged 65-75 and would like to submit a personal or spouse contribution for current financial year, please update the 'gainfully employed' status [via AdviserNET > Transacting > Account Amendment] before the contribution is made.
Alternatively, your client can call our Customer Relations team directly on 1800 998 185 to update their status over the phone.
Note: The 'gainfully employed' status needs to be updated each new financial year if a client wants to make further personal or spouse super contributions.
How do I view a client's super contributions made this financial year?
You can follow this process to quickly and easily create a report to see all rollover, taxed and untaxed contributions for your clients this financial year.
What happens if a client’s employment status hasn’t been confirmed?
We can only accept personal and spouse contributions for clients aged between 65 and 75 if we've been notified this financial year they're 'gainfully employed'.
If we receive a personal or spouse contribution for a client this age (via their employer, direct debit etc) and their gainful employment status hasn't been confirmed, we'll attempt to contact you or your client directly.
If we're unable to confirm the client's employment status, the contribution will be returned.
Is gearing available on Asgard Investment Funds and Elements Investment Accounts?
No. The gearing facility on Asgard Investment Funds and Elements Investment Accounts was closed in 2016.
Clients who had a gearing facility were sent a flyer in April 2016 notifying them of the Asgard gearing facility wind up.
What’s in the annual pension review letter?
The letter outlines the client's:
Note: If a client had no taxable income for the previous financial year, they won't receive a PAYG payment summary or tax information with their letter.
Can I find a sample annual pension review letter online?
Yes - on the 'Annual pension review' and 'Documents and guides' pages of this site and on:
How can I change a client’s pension arrangements in time for the July payment?
New pension payment amounts are calculated on 1 July, so you can view your clients' new pension payment details for the 2020-2021 financial year from 1 July on the AdviserNET/AdviserNETgain 'Pension details' screen (Accounts > Account enquiry > Pension details).
Clients can view their new pension payment details on Investor Online.
You can quickly and easily make changes to clients' pension payment details via the AdviserNET/AdviserNETgain 'Change Account Details' screen (Transacting > Account options > Change account details).
Which pension clients receive a PAYG payment summary?
PAYG payment summaries are posted to some pension clients with their annual pension review letter.
A PAYG payment summary will be posted to your pension clients who:
How can my clients claim a tax deduction for personal super contributions?
Subdivision 290-C of the Income Tax Assessment Act 1997 specifies the requirements for claiming a tax deduction for personal contributions made to superannuation.
Clients need to:
You may see the following terminology used to describe the process:
Who receives an EOFY Notice of intent to claim or vary a deduction for personal super contributions?
The EOFY mailing reaches all clients who have made personal contributions (Member Deducted or Member Undeducted) to their super account during the financial year.
The clients will receive:
You can find sample letters and forms under Adviser Resources.
When does a client need to complete a Notice?
A client needs to complete a Notice if they intend to claim a tax deduction for personal contributions they have made to super during the financial year.
Clients can send us a valid Notice provided they:
What is the process at EOFY?
What are the AdviserNET steps to process a Notice?
Whether submitting a Notice for their client at the EOFY, when a client is making a contribution, prior to the client making a withdrawal or at any other time throughout the year, the AdviserNET steps are:
AdviserNET Home > Account Enquiry > Personal contributions summary and click on the Personal super contributions deduction notice link
Transacting > Deposit /contribution > Personal super contributions deduction notice and click on the Start working button
Can I reprint all Notice-related client correspondence from AdviserNET?
Yes. To find a client's Notice related correspondence on AdviserNET select the relevant client and then choose 'Investor correspondence' from the drop down menu in Account enquiry.
For clients, Investor Online > Home > Account> Investor correspondence
Where can I find the status of a client's personal contributions?
You can find a client's overall status for a specific financial year on the Personal contributions summary screen via the following AdviserNET pathways:
What happens if a Notice isn’t submitted?
In late October each year, we automatically change the Member Deducted contributions to Member Undeducted contributions if we haven't received a valid Notice. The change reflects the fact the client have not, at that time, told us they intend to claim a tax deduction for those contributions. If the client is affected we'll confirm the change with them in writing.
However, clients can still send us a valid Notice provided they:
Do you send any reminders to complete a Notice to claim a deduction for personal super contributions?
Yes. Each September we send Account Action Advice (AAA) reminder messages to all AdviserNET users, whose clients have received a Notice as part of the EOFY mailout, but have not submitted a valid Notice.
You will be able to view the AAAs on AdviserNET > Transacting > Transaction Tracking > Account Actions.
Clients will be able to view their Account actions on Investor Online > Transactions > Account Actions
Where can I find more information about the Notice process?
Our adviser guide walks through the process of providing a valid Notice of intent to claim or vary a deduction for personal super contributions (Notice) on behalf of your clients.
The guide is available on AdviserNET at:
When do the Annual Investor Reports start mailing?
Investor Reports for the period ending 30 June 2020 will begin mailing in late July.
Note: Accounts closed in July prior to our data extract date (around the first week of July) won't receive an Investor Report. They'll receive a Client Benefit Statement on closure. For a copy of the Client Benefit Statement, refer to AdviserNET > Reporting > Client reports > Closed accounts.
Will my clients receive anything with their Investor Report?
If we're legally required to tell your clients something (eg we need to notify them about a change to the product they're invested in) they may receive a flyer or brochure with their Investor Report.
Please refer to our Investor Reports page closer to the mailing date for details.
Where are Investor Reports mailed?
Investor Reports are mailed to you or your client, but not to both. Where we send a client's Investor Report depends on the election they've made. You can find a client's election on the AdviserNET/AdviserNETgain 'Account details' screen (Accounts > Account enquiry > Account details).
Note: Clients who have switched to eStatements receive an email when their Investor Report and any other important information is available to view and download via Investor Online, instead of a report in the mail.
Are Investor Reports available online?
Yes. Copies of Investor Reports are published:
What is the ‘Statement of Long Term Returns’?
Legally, we need to give Super/Pension* investors a Statement of Long Term Returns. Their Investor Report details the one, three, five and ten-year rate of return for their holdings as at 30 June.
* The Statement of Long Term returns isn't required in the Asgard Corporate Super Service - Employer report.
How are the rates of return calculated?
The rates of return are the compound average effective rates of return based on the most recent unit price information provided by fund managers and believed to be reliable.
The returns are presented after deducting investment manager fees (including GST) and any superannuation fund income tax applicable, but before deducting our ongoing fees and expenses. Past performance is not an indication or guarantee of future performance.
What are distributions?
Fund managers generally pay a distribution to investors at the end of the financial year (30 June). This can be done via:
Income - the managed fund earns income on its underlying assets which is distributed to investors (generally at the end of each financial quarter, ie December, March, June and September).
Capital gains - the managed fund generates capital gains by selling assets at a profit and distributes those gains to investors (generally after the end of the financial year, ie after 30 June).
What do we need to process a distribution?
We need all of the following information from a fund manager before we can begin to process the distributions for a managed fund:
If any of this information is missing we'll follow up with the fund manager as we can't process the distribution until all of the information is received.
How do distributions affect a client’s account value?
From 1 July, while we're waiting to receive distribution information and payment from fund managers, the value of a client's investments may drop.
The size of the drop for each managed fund they hold generally relates to the size of the distribution the fund manager has decided to pay to investors.
The important thing to remember is that, with the exception of any market movements, the value of their account will return to what it was at the end of the financial year (30 June), once the distributions are credited to their account
Which products are eStatements/Online communications being offered to?
eStatements are available for all Asgard Super, Pension and Investment Accounts.
If a client opts-in to eStatements, what does that mean?
It means that instead of sending a paper copy of their Investor Report in the post, we'll send an eStatement notification email to the client when it's available on Investor Online.
As we're progressively moving to eStatements, clients will still get other reports, statements and letters by mail.
How do clients opt-in to eStatements?
Clients can opt-in to eStatements:
Please note - if a client hasn't already provided a valid email address, they'll need to update their account details with one
I'm an adviser and currently receive my clients’ Investor Reports in the post. Will that continue if a client opts-in to eStatements?
No. If a client opts-in to eStatements, we won't post a paper copy of their Investor Report at all.
However, copies of Investor Reports are still published online:
If a client opts-in to eStatements, will all paper correspondence from Asgard stop?
No. eStatements are currently in place for Investor Reports only.
As we're progressively moving to eStatements, other reports and correspondence will still be sent by mail
My client has two AESA accounts, their original one and their MySuper one. Can they opt-in to eStatements on one but not the other?
No. As the AESA dual profile is considered a single interest any instruction for the one account needs to carry through to the other one.
My client has multiple accounts. Do they need to opt-in to eStatements for each one separately?
Yes. If a client has multiple accounts, their preference for reports and information on each one needs to be changed to 'Online' to receive eStatements
When do the Annual Tax reports start mailing?
Tax Reports are released in tranches. Once we have a reasonable number of reports ready for release, we issue a tranche (usually every 2-3 weeks).
This year we anticipate mailing our first tranche of Tax Reports in late July.
Why are Tax Reports released in tranches?
To produce Tax Reports we rely on the receipt of tax components from the fund manager or share registry of every managed fund or share an investor is, or was, invested in during the financial year.
Once this information is received, there are a number of steps we need to follow to ensure the accuracy of the information we provide. This means some Tax Reports may be ready for release earlier than others. Once we have a reasonable number of reports ready for release, we issue a tranche (usually every 2-3 weeks).
Who'll receive a Tax Report in each tranche?
You can use our Tax Report look-up tool to view the date we expect a client's Tax Report to be available and find confirmation if a client's Tax Report is already available.
The Tax Report look-up tool will be released in mid-July.
Each tranche includes Tax Reports of clients for whom we've received all required tax information from the investment manager of every managed fund or share a client held during the financial year, by our internal cut-off date for processing that tranche
Where are Tax Reports mailed?
Tax Reports are mailed to you or your client, but not to both. Where we send a client's Tax Report depends on the election they've made. You can find a client's election on the AdviserNET/AdviserNETgain 'Account details' screen (Accounts > Account enquiry > Account details).
Do closed accounts receive a Tax Report?
Any client who has a taxable transaction on their account during the financial year will receive a Tax Report. This means clients with closed accounts could receive a Tax Report.
Are Tax Reports available online?
Yes. Once issued, copies of Tax Reports are published:
What do you need to produce Tax Reports?
There are a number of steps involved in producing Tax Reports. Before we can determine an investor's tax position and produce their Tax Report, we need to:
Is any other correspondence mailed with the Tax Reports?
No, we'll only mail a client's Tax Report.
The Tax Report Guide is available online:
Why are some Tax Reports delayed?
A client's Tax Report can be delayed if:
They hold a listed unit trust that hasn't paid its final distributions for the financial year. These distributions are taxable for the financial year and must be included in the Tax Report, but many of the trusts don't pay their distributions until August/September/October.
The fund manager or trust of managed funds and listed unit trusts they hold didn't issue their final tax information for the financial year in time for us to include their Tax Report in a tranche.
It requires final checking and verification to ensure the accuracy of the information they receive before it's released
Which investment managers haven't provided information required to produce Tax Reports?
From July, you'll find our 'Income distributions & tax components tracker' on this site. The spreadsheet shows which investment managers have outstanding tax components.
If a client holds (or held during the financial year) any one of the assets listed in the spreadsheet with an outstanding 'Audited Tax Component', their Tax Report will be delayed until we receive this information.
Are there any funds or issues which could delay Tax Reports?
Yes. Lend Lease Group stapled securities (ASX code LLC) consist of shares in Lend Lease Corporation Limited (LLC) and units in Lend Lease Trust (LLT).
We expect LLT to pay a final trust distribution relating to the financial year in late September.
If your client:
How to check if a client holds a particular fund
You can check whether a client holds a fund on AdviserNET at Reporting > Business Reports > FUA by Investment.
Is the Tax Report Guide online?
Yes. Once it's available, you'll find the Tax Report Guide:
Is there a tax guide for Super and Pension accounts?
Yes, our 'Tax and administration benefits in Super and Pension accounts' guide is currently being updated. It contains information on individualised tax treatment, franking credits, higher payments to beneficiaries on death (anti-detriment payment), year-end tax adjustments and more.
Once it's available, you can find the guide:
Do I need to lodge a tax return amendment? How do I do it?
Please refer to the ATO for information specific to the client's situation.
Is tax data available for download?
Yes. Advisers can download tax data via our AdviserNET EPI and BGL download facilities on the Friday of each week a Tax Report tranche is released.
When are PAYG statements available?
PAYG statements are produced for Investment Accounts after the end of each quarter (ie December, March, June and September).
They're generally available on 12 January, 12 April, 12 July and 12 October.
Where are PAYG statements mailed?
PAYG statements are only mailed for Master Trust and Elements Investment Accounts. They're mailed to you or your client, but not to both.
Where we send a client's statement depends on the election they've made. You can find a client's election on the AdviserNET/AdviserNETgain 'Account details' screen (Accounts > Account enquiry > Account details).
We don't mail PAYG statements for eWRAP Investment or Infinity eWRAP Investment Accounts - they're available online.
Are PAYGs available online?
Yes. Copies of PAYGs are published:
When are Margin Lending Statements available?
Margin Lending statements for Asgard eWRAP/Infinity eWRAP Investment Account holders with an eWRAP Margin Lending facility on their account are produced after the end of each quarter (ie December, March, June and September)
They're generally available on 27 January, 27 April, 27 July and 27 October.
Where are Margin Lending Statements mailed?
Margin Lending Statements are mailed directly to clients, not to advisers.
Are Margin Lending Statements available online?
Yes. Copies of the statements are published:
What are the Annual Audit Reports?
Audit Reports contain important information about the type of account an investor holds which we're legally required to make available to investors by 30 September each year.
We produce an Annual Audit Report for each of the following products:
When are the Annual Audit Reports for Investment accounts available?
The Annual Audit Report for each type of Investment account will be available by 30 September.
Are the Annual Audit Reports available online?
Yes. The Audit Reports are published on:
Where can I find the full financial statement for the Audit Report?
The full financial statement, 30 plus pages of detailed financial information, for the Asgard Investment Funds Account will be made available on the homepage of Investor Online by 30 September each year.
What is the Annual Super Pension Report?
The Annual Super Pension Report contains important information about our Asgard Super/Pension products which we're legally required to make available to investors by 31 December each year.
We produce one Asgard Super and Pension Account Annual Report which covers the following products:
Managed Profiles and Separately Managed - Accounts Funds - Super/Pension
When is the Annual Super Pension Report available?
The Asgard Super and Pension Account Annual Report will be available by 31 December
What’s in the Annual Super Pension Report?
The Annual Super Pension Report gives investors an overview of how their fund performed over the year. It contains important information such as:
The Annual Super Pension Report doesn't include details of clients' personal portfolios. This information is provided in their Investor Report which they receive separately (generally late in July).
Is the Annual Super Pension Report available online?
Yes. The Asgard Annual Super Pension Report is published on:
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