Your top queries answered

Here you can find useful tips that address the top Customer Relations queries we are receiving and instructions on navigating to the relevant BT Panorama help and support pages. Once logged in to the BT Panorama desktop, the help and support section can be found on the top right-hand side of the screen.

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Can my client make a withdrawal from a pension account while it’s in pre-commencement phase (accumulation)?

When a pension account is in the pre-commencement phase, no pension payments or lump sum withdrawals can be made. The pension must be commenced first before a withdrawal can be actioned.

Learn more by logging into BT Panorama desktop and selecting the following options: ‘Help & support’ > ‘Products & investments’ > ‘Commence pension’.

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Why has my client’s monthly tax instalment on their BT Panorama Super account increased slightly?

The increase in monthly tax instalments can be due to the following:

  • The PAYG instalment rate has recently been increased by the ATO from 3.0% to 4.6%.
  • For BT Wrap migrated customers, Personal Tax Deductions are now captured as part of the PAYG instalment income on BT Panorama. This wasn’t the case in BT Wrap.

The recent PAYG instalment deduction in September covers the income from 1 July 2021 to 31 August 2021. 

It’s also important to note that PAYG instalment frequency is generally monthly in BT Panorama as compared to quarterly in BT Wrap .

More information about PAYG instalments is available on the ATO website or in the ‘Panorama Super & Tax Guide’ which you can access from the BT Panorama desktop by clicking on the ‘Year end’ tile on the homepage and scrolling down to ‘Guides’> ‘Panorama Super & Tax Guide’.

Where can I find the Target Market Determinations (TMD) for managed funds and portfolios?

You can find the TMD for a particular managed fund by logging into BT Panorama, selecting the following options: Products>Managed Funds>Investment Options and then searching by the fund name, or APIR code. The TMD will be displayed on the page alongside the PDS and profile of the managed fund.

The TMD for BT managed portfolios has been created at a ‘scheme level’, so there’s one TMD that covers all the managed portfolios issued across BT Panorama. Find the TMD from the BT Panorama desktop by selecting the following options: Products>Managed Portfolios>BT Managed Portfolios> Overview> Target Market Determination.

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How long does it take to process the BT Panorama fee consent form?

If the fee consent request is received by our Customer Service Delivery team within five business days before the end of the month, with all the required information provided correctly, we’ll process the request before the month ends. In the unlikely event there’s any complete fee consent request received in time but not processed by the end of the month, the correct effective date can still be used.

My client’s employer requires the ‘Complying Fund Statement’ so the SG contributions can be paid to my client’s BT Panorama Super account.

The ‘Complying Fund Statement’ is inside the ‘Choice of super fund’ form located in the ‘Forms’ section under 'Help & Support'. Find the form by clicking on ‘Help & support’ and selecting ‘Forms’ and scroll down to the ‘Super’ section to find the ‘Choice of super fund’ PDF.

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Is there a guide that indicates the types of requests or forms that can be sent by email or post to the BT Customer Relations team?

We have a guide detailing whether a particular request or form can be submitted via email, post, online or via calling the Customer Relations team and what additional documentation is required. You can find the guide in the ‘Help & support’ section on the BT Panorama desktop by selecting the following options: ‘Business & admin’ > ‘Guides’ > ‘Digital Signatures’. 

How to manage pension accounts

For your convenience we have created a video on how to commence & manage pension accounts which also includes how to set up a drawdown strategy:

Additionally, a full training course on using BT Panorama for Super/Pension is available on our online training hub. Register for the hub for the hub then you can navigate to the Super Pension training.

Tips and Hints Managing pension payments

What is the fastest way to move a client from accumulation to pension phase

When a client on BT Panorama Super is looking to move their super accumulation account in full to pension phase, there is no requirement to open a new pension account and transfer the client’s assets. Instead, there is a much faster and easier way, which is to simply change the client to pension phase in their existing Panorama Super account. This can reduce the time required to commence a pension by up to 4 weeks. You're able to change your client's Panorama account between other phases such as:

  • Accumulation phase to transition to retirement phase
  • Transition to retirement phase to pension phase, or
  • Pension or Transition to retirement phase back to accumulation phase

Refer to our Help & Support section on the Panorama desktop, click on forms, refer to the super section & download the Full transfer within Panorama Super form. Once you complete this form and your client signs it, simply email the form to:

Where can I find information on annual & tax statement releases?

You can find information on annual & tax statement releases by logging into BT Panorama and click on the Year end tile on your homepage. There you’ll find the year end calendar outlining estimated statement release dates along with useful tax and statement guides.

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Why can’t my client’s account be added to a related fee group for reduced admin fees?

Only accounts on the BT Panorama pricing outlined in the PDS are eligible to be included in related fee groups. If your client has been migrated from BT Wrap and they’ve retained the fee structure or any fee exemption (e.g., custodial HIN fee) they had prior to migration, their account isn’t eligible to be added to a related fee group. You can change an account fee structure to the BT Panorama pricing outlined in the PDS by completing the Change Administration Fee Rates form located in the ‘Help & support’ section on BT Panorama. Find the form by clicking on the ‘Help & support’ section on your BT Panorama desktop and then in the search bar, type ‘Change administration fee rates’.

Can my client transfer the assets in a migrated pension account to another pension or super account?

Due to BT Wrap not retaining the cost base of your client’s holdings in a pension account, an asset transfer from a migrated pension account to a BT Panorama pension or super account cannot be done. However, a cash rollover option is available. To find out how this works, go to ‘Help & support’ on BT Panorama desktop and then select ‘Products & investments’-> ‘Super’ -> ‘Manage rollovers.’

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I’ve requested a full transfer within BT Panorama Super for my client, nominating the following condition of release on behalf of my client: ‘I have ceased a gainful employment arrangement on or after reaching age 60.’ Why can’t the full transfer be processed?

When nominating this condition of release, it’s important to note any contributions and investment earnings made in the account after the date your client has ceased employment won’t be accessible in the pension phase until they meet the same condition of release again, or one of the other conditions of release. Until then, the remaining balance must remain in either an accumulation or transition to retirement pension account. This means if there’s any new contribution to or income earned by the account after the date of employment cessation, a full transfer within BT Panorama Super cannot be actioned.

What references should my clients use when making a contribution by EFT?

The table outlines the references for all contribution types made via EFT. It’s important to always use the right reference so that a contribution error does not occur. When making a downsizer or CGT exemption contribution, the ATO form must be received by the BT Panorama team first before the funds are transferred. The contribution references are available on BT Panorama, go to ‘Help & support’ on BT Panorama desktop and then select ‘Products & investments’-> ‘Super’ -> ‘Manage contributions’ -> ‘About biller codes & bank accounts.’

Contribution Type Reference
Super Guarantee Employer
Personal Contribution Personal
Spouse Contribution Spouse
Personal Injury Contribution Personal Injury
CGT Contribution – Retirement Exemption CGT Retirement
CGT Contribution – 15 Year Exemption CGT 15 Year
Downsizer Contribution Downsizer
Super Rollover Rollover
How do I check my client’s rollover status?

How do I check my client’s rollover status?

You can find out the status of a rollover request on BT Panorama online. How? On the left-hand side menu when you’re viewing a client’s account, you’ll see ‘Rollovers and contributions’. Once submitted the task will move through three stages:

  • Submitted - successfully submitted
  • In progress - sent to the other fund
  • Received - the funds have come in

Once the rollover has been received into the account, you’ll see this in the transaction history. 

How do I manage fee submissions on BT Panorama?

You can find information about fee submissions by clicking on the help and support section on your BT Panorama desktop and then choosing the following options: Managing your clients -> Monitoring and reporting -> Fees. 

How do I manage fee submissions on BT Panorama?
Provide account access for a member

This information has been prepared for use by advisers only.

How do I provide account access for a member of my team?

If you’d like a team member to have access to your client accounts, they will need to be given the appropriate permissions. They can only access client accounts under the adviser or dealer group they are linked to. Your Dealer Group Manager can provide access by logging into BT Panorama and entering the required details. More information is available by clicking on the help and support section on your BT Panorama desktop and then selecting: Business admin -> Admin, users & permissions -> Users and business entities.

How do I update my client’s primary and secondary contact details? 

For changes to the primary contact's mobile phone number and email address, the client must call us on 1300 881 716 (Monday to Friday, 8:30am – 6:30pm Sydney time). Other changes, such as address, can be made online.

Hint: Any secondary contact details on BT Panorama online with a pencil icon next to them, means you can edit and update them online on behalf of your client. 

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