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CommSec Adviser Services

Specialised Investment Products and Solutions

CommSec Adviser Services FAQs

For your CommBank ACA and investment lending products
From 12 April 2021 you can contact the CommSec Adviser Services team via these channels:

•    New phone: 13 15 20
•    Same email for Accelerator Cash Account requests: advisercashteam@cba.com.au
•    New mailing address for Accelerator Cash Account requests: Locked Bag 22, Australia Square NSW 1215
•    Same email for investment lending requests: investmentlending@cba.com.au
•    Same mailing address for investment lending requests: Locked Bag 34, Australia Square NSW 1215

Effective 3 May 2021 all ACA and investment loan applications, maintenance forms and product information will be accessed via a link on this website. For access to all forms, click here.

If you also have AUSIEX trading products
From 12 April 2021 you can contact the AUSIEX team via these channels: 

•    Same phone: 1800 252 351
•    New email: service@ausiex.com.au (you may still receive trading related emails from CommSec Adviser Services up until AUSIEX officially transitions to the new AUSIEX)
•    Same mailing address: Locked Bag 3005, Australia Square NSW 1215 

Effective 3 May 2021 the trading website address will update to ausiex.com.au.

Where you have both AUSIEX and CommBank products
From 12 April, trading, ACA and investment lending support services will be splitting. If you have enquiries for AUSIEX trading products and CommBank ACA and investment lending products, you will need to get in touch with each of the teams above. Depending on your product enquiry you will be dealing with many of the same experienced and passionate team as you do today.
 

From March 2022, access to CommBank Accelerator Cash Accounts and online functionality will be removed. Until then, this will be available on the AUSIEX website at ausiex.com.au. Investment lending balances and reporting will temporarily be hosted on ausiex.com.au until AUSIEX and CommBank systems are fully separated. 

New account applications, account administration and maintenance forms are available to download here

 

Clients with view-only access to their investment loan will continue to have the same access and experience from 3 May 2021 via the new ausiex.com.au website, during a transitional period. Online functionality will remain the same and they will continue to access the website using the same login details they use today. 

From 3 May 2021, CommBank Accelerator Cash Account (ACA) applications will only be available via new paper based (PDF) application forms. These forms can be accessed here. 

eSubmit will no longer be available to upload forms for these products so forms will need to be returned to the CommSec Adviser Services team via email or post. 

It is no longer be possible to apply for a combined AUSIEX trading and ACA. Each application will need to be submitted separately.

Important information
CommSec will be grandfathering the CommBank Accelerator Cash Account from 30 June 2021. From 16 June 2021, no new ACA account applications will be accepted, and from 30 June 2021 no new ACA accounts will be opened. From March 2022, access to ACA accounts and online functionality will be removed. CommSec Adviser Services will continue to keep you updated well in advance of any changes taking place.
 

For Accelerator Cash Account applications 
As two independent organisations, AUSIEX and CommBank needed to create new individual applications to ensure both parties remain compliant with AML Part B. Any outstanding applications will not be processed after 1 May 2021.

You will be able to access the new PDF application form here . eSubmit will no longer be available to upload forms and applications will need to be returned to the CommSec Adviser Services team via email or post. 

It is no longer be possible to apply for a combined AUSIEX trading and ACA. Each application will need to be submitted separately.  From 1 May 2021 any outstanding trading + ACA applications, submitted but not completed, will no longer be able to be processed and will not be visible within the Action Centre on the ‘Adviser dashboard’ or the ‘Manage Applications’ page of the ausiex.com.au website. If you wish to reapply for a trading account please visit ausiex.com.au. To apply separately for the CommBank ACA, please access the PDF application form here .  

For Investment Loan applications
If you have a pending CommSec Adviser Services (CAS) Investment Loan application form that was completed and signed prior to 1 May 2021, you will still be able to submit the application form for up to 90 days from the date it was signed.

Please note that due to recent updates to the CAS Investment Loan application form, clients may be requested to complete an additional HIN Request and Broker to Broker Transfer Form.
 

From March 2022, advisers will no longer be able to obtain information and/or conduct transactions on client ACA accounts through the AUSIEX website or through CommSec Adviser Services. 

The ability to transfer up to $30,000 online will remain. From 3 May 2021, this functionality will continue to be available through the trading website accessed at ausiex.com.au.

For transfers above $30,000, you will need to complete a 'Transfer Request Form' . This form will need to be signed by all relevant account signatories.  
 

From 1 May 2021, when AUSIEX separates from CommBank, all CommSec Adviser Services maintenance forms will be updated.  Any outstanding requests on previous forms will not be processed after 1 May 2021.

From May, new CommBank Accelerator Cash Account and CommSec Adviser Services Investment Loan maintenance forms will be available to download via a link accessed from this website. For access to all forms, click here. eSubmit will no longer be available to upload forms and they will need to be returned to the CommSec Adviser Services team via email or post. 

For trading products
Where a client also has an AUSIEX trading account, separate requests will also need to be submitted to AUSIEX. This is to ensure the correct details are updated with both CommSec Adviser Services and AUSIEX. 

You can access new AUSIEX forms via the ausiex.com.au website.

 

As these products will be managed by different business entities, requests will need to be sent separately to AUSIEX and CommSec Adviser Services.

Please refer to the "Will the process for client account maintenance change?" FAQs for details on the new process and where to access forms.

You will continue to have access to existing ACA and investment loan reports through the AUSIEX website at ausiex.com.au.

From 3 May 2021, you can request reports on CommBank ACA and investment lending products from CommSec Adviser Services by calling 13 15 20

Clients will still able to take up the EOFY fixed rates offer as per previous years, however there will be some changes to how EOFY fixed rate forms can be returned. The new process will be communicated to you and your clients in more detail as part of separate EOFY communications.

Steps in making a complaint

While we welcome any positive comments you may have, it is equally important for us to know when you have a problem so that we can resolve it and retain your confidence.
To save yourself valuable time, gather all the facts and documents about the complaint, think about the questions you want answered and decide what you want us to do.
Once you have compiled all the relevant information, please follow the below steps.

1. Talk to us

Where possible, we encourage you to contact us as soon as possible for assistance with your complaint. We aim to resolve your complaint at your first point of contact with us.

2. Contact Customer Relations

Sometimes, a complaint is complex or requires a more detailed investigation than our team is able to provide. If this is the case, your complaint might be referred to our Customer Relations team for specialist assistance.
If you have tried to resolve your complaint through the Client Service Team and are not satisfied with the outcome, you may also contact our Customer Relations team:

Phone:    1800 805 605
Mail:        CBA Group Customer Relations
                Reply Paid 41
                Sydney NSW 2001
Fax:         1800 028 542

3. Contact the Australian Financial Complaints Authority

If you are not satisfied with our response and wish to proceed further then you may take the matter to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Before the Australian Financial Complaints Authority can investigate your complaint, you must have first given us the opportunity to review it.
The contact details for the Australian Financial Complaints Authority are:

Phone:    1800 931 678
Email:      info@afca.org.au
Internet:   www.afca.org.au
Mail:        GPO Box 3
                Melbourne VIC 3001

If the unexpected happens and you’re having trouble paying what you owe, please get in touch. We may be able to help.

Sometimes unexpected events can occur in life which can leave you needing support to get financially back on track. Our Customer Service team may be able to help customers experiencing financial difficulty with products issued or managed by AUSIEX or its related entities by:

  • pausing margin loan interest repayments;
  • applying concessions to fees and charges; and/or
  • working with you to develop a payment plan.

Did you know that missed or late payments can impact your credit report? For further information, please click here

Our financial assistance process

  1. If you’re experiencing financial difficulty, please see the contact us section below. You will be assigned a dedicated case manager, who will ask you questions about your situation and may ask you to provide documents such as payslips, bank statements and medical certificates.
  2. We will review all information available, and get in touch with you to discuss next steps.
  3. At this point, if you choose to apply for financial assistance, we will ask you to submit an application which we will review and either accept or decline.
  4. If accepted, we will work with you to develop a tailored financial assistance plan. If your application for financial assistance is declined, we will let you know our reasons in writing.

If you prefer, we can also work with a representative nominated by you, such as a financial counsellor. Please provide us with their details at any stage of the process.

If you have already applied for financial assistance with us and you are not satisfied with the response, you have the right to lodge a complaint. Please view the Dispute Resolution FAQ above for more information.

Your financial assistance plan

This tailored plan of action will:

  • provide details of the new arrangement;
  • highlight any necessary repayments;
  • explain when the new arrangement will end; and
  • advise next steps.

We're here to help

For more information or to apply for financial assistance with us, please see the contact us section below.

You may also find these external resources helpful

If you have recently lost someone close to you, we understand this may be a very difficult time.

Below is information that will help guide you through this process, from how to notify us through to what documents you will need to provide. The below relates to all products offered through us however there are some specific requirements depending on the products held, where noted below.

What you need to do

Step 1: Let us know

To ensure the account of your recently deceased client, family member or friend is protected, please notify us of their passing as soon as possible. Please provide us with the deceased’s:

  • Full name
  • Account number/s (if known)
  • Address
  • Date of birth and
  • Date of passing.

Once these details have been verified, we will take the following actions to protect the account(s):

  • Remove access to the account (including additional authorities on the account)
  • Switch off any recurring fees
  • Refund any fees charged after the date of their death (if applicable)

Important Information: Under ASX Business Rules, all CHESS Settlement Facility holdings must be ‘locked’ on initial notification of a deceased estate. This means that the shares cannot be transferred or sold until all requirements have been satisfied.

Step 2: Complete the Notification form

Download and complete the

The Deceased Estate Notification form is used to notify us of the executors/administrators and solicitors (where applicable) representing an estate and lists the supporting documentation requirements based on the different account types and estate value.

Once we have received and verified this information:

  • We are only able to execute instructions received from the Estate executor, administrator, solicitor or appointed adviser.
  • We will provide you with the portfolio statement and historical transaction summary. This information will assist you in determining how to disburse the shares of the estate.
     

Step 3: Complete the Disbursement form

Download and complete the

At this point, you are ready to disburse the shares. The Estate Management Disbursement form is used to instruct us to transfer and/or sell the shares of the estate. The information and documentation requirements will depend on the account types held by the deceased.

Once we have received and executed your disbursement instructions, we will automatically close the accounts and send a notification to you.

Important information: All shares must be sold or transferred from the deceased trading account within 3 months of being unlocked, unless signed approval is received from all executors requesting an extension. Please note the maximum extension that can be granted is up to 12 months from the initial unlock date. In the event this does not occur, the holdings may be sold at the discretion of CommSec Adviser Services to repay any outstanding balance (where applicable), and release the remaining shares to issuer sponsored holdings. The executor will need to liaise directly with the Share Registry to finalise the shareholdings.
 

We’re here to help

We are very sorry for your loss, and want to help you by making this process as simple for you as possible. For more information on managing the account/s of a deceased estate, please view the below Estate management frequently asked questions and glossary. Alternatively, please see the contact us section below.

CommBank also provide a range of helpful information, advice and guidance that you may find useful.

 

 

For all Investment Lending FAQs click here

For all ACA Cash FAQs click here

For all CALIA+ FAQs click here

Contact Us:

 

Cash
Phone:  13 15 20, +61 2 8397 1221 (outside Australia), Monday – Friday 8.30am – 6.00pm (Sydney time)
Email:  advisercashteam@cba.com.au
Post:  Locked Bag 22, Australia Square NSW 1215
 
Investment Lending and CALIA+
Phone:  13 15 20, +61 2 8397 1221 (outside Australia), Monday – Friday 8.30am – 6.00pm (Sydney time)
Email:  lnvestmentlending@cba.com.au
Post:  Locked Bag 34, Australia Square NSW 1215

Meet The Team

 

NSW
Jason Sivyer
National Manager Margin Lending 
0410 664 924 

Jacqui Veitch
Business Development Manager 
0414 350 151 

Lisa Schindler
Business Development Manager 
0412 187 052 
 

ACT
Lisa Schindler
Business Development Manager 
0412 187 052

QLD
Jason Sivyer
National Manager Margin Lending 
0410 664 924 

VIC
Jacqui Veitch
Business Development Manager 
0414 350 151 

WA
Jason Sivyer
National Manager Margin Lending 
0410 664 924 

SA
Jacqui Veitch
Business Development Manager 
0414 350 151