Understanding processing times for adviser requests

Log in to Adviser Online
Select Request Centre from the navigation menu
Select the request you want to view
Navigate to the Activity tab. Based on the status and type of request, the estimated completion time will be displayed.

The following provides a general guide to processing times for fully completed forms submitted to us with all necessary documents attached:

Applications

Pension applications and refreshes

Request type	Turnaround time	Cut-off (Sydney time)
With Perpetual-initiated rollovers only	5-15 days	N/A
With direct debit only	8-10 days	N/A
With asset transfers only	20 days	N/A
Pension set up with a combination of direct debits, rollovers and/or transfers	20 days	N/A
Pension Update requests	14 days	N/A

Withdrawals/payments

Request type	Turnaround time	Cut-off (Sydney time)
Withdrawal - IDPS	Overnight	2pm
Withdrawal - real-time gross settlement (RTGS)	Same day	12pm
Withdrawal - Super/Pension	Overnight	11am

Maintaining and accessing accounts

Request type	Turnaround time	Cut-off (Sydney time)
Update contact or account details	1 day	N/A
Fees and adjustments	1 day	N/A
Super to Pension switches	6-10 days	N/A

Asset transfers

Request type	Turnaround time	Cut-off (Sydney time)
Domestic listed security transfers	3-5 days	N/A
International listed security transfers (Issuer-sponsored)	10-15 days	N/A
International listed security transfers (Broker-sponsored)	5-10 days	N/A
Managed funds (directly held)	10	N/A
Managed funds (platform/custodian held)	20 days	N/A
Domestic fixed income	5-6 days	N/A

Account closures

Request type	Turnaround time	Cut-off (Sydney time)
IDPS	6 days	N/A
Super/Pension	6 days	N/A

The above processing times only begin once all necessary requirements for a request have been received. To avoid any delays, please ensure all forms are complete before submitting.
Items received on non-business days, or a public holiday will be processed the following business day.
Please refer to the important information and terms and conditions on the form for the request you’re submitting. Additional supporting documents may be required for some request types or circumstances.
Some requests, such as asset transfers and rollover requests, require us to liaise with third parties like other platforms or registries. Some third parties may have different cut off times to us and any delays in receiving the information from them can impact the time it takes us to complete a request.
For withdrawal and closure requests, cash must be available in the account before submitting the request. For IDPS accounts, assets must be sold to cash or transferred out before a closure can be completed.
The completion time for account closure requests may be impacted by events such as managed fund and distribution payments, or tax processing.
Cut-off times may change around EOFY.
Some requests require additional processing. For your visibility, we will notify you when we create additional cases to assist with processing your original request. You’ll be able to see a link to the original request within Request Centre.

If you have any feedback on this article or need additional support, please contact us via live chat or email wrap@perpetual.com.au.