Having the right partner to run our account administration services means we can keep helping our members face the future with confidence, whenever and wherever they need us.
We’re always looking for ways to make your experience with us quick, smooth and stress-free, so you can focus on what matters to our members.
That’s why we’ve chosen to partner with administration provider GROW Inc. from Saturday 19 April 2025. GROW Inc. will manage the day-to-day running of our member and adviser account services. With GROW Inc. by our side, we’re committed to continuing to deliver the service and value our members and adviser partners expect.
We're here to give you the support you need, when you need it. But we’re also thinking about what you’ll need in the future. As technology changes and brings new solutions, we’re excited to offer services and support that grow with you.
Taking our services into the future will mean temporary disruptions, and we’re committed to keeping any downtime to a minimum.
From Thursday 17 April 5pm AET HESTA Adviser Online will close while we transition to a new platform, providing enhanced features, improved performance, and a better user experience – for you, your licensee and your support staff.
This change is part of our commitment to continuously improve our services and provide support for financial advisers.
GROW Inc. will increase our capability to provide more real-time updates and personalised services, making members’ super easier to manage, while making it easier for you to partner with us.
Moving our member and adviser account services to GROW Inc. will take time, so we’ll have a planned limited services period during which our normal services are temporarily unavailable.
We know changes like this can make things harder for a while, and we’re sorry for any inconvenience they might cause you. We’re working hard to make the transition as smooth as possible.
If you can, plan to make any changes to your account by Monday 31 March 2025. We’re here if you need extra support with making changes.
| Key dates | Service |
|---|---|
Tuesday 1 April - Friday 11 April |
If you submit implementation forms (including third party authority) before Tuesday 1 April 2025, depending on the type of transaction, we may be able to provide you with an update up until Friday 11 April 2025. Updates on forms that haven’t been implemented by Friday 11 April 2025 will be available after the limited services period. If possible, submit any new implementation forms from Monday 2 June. You'll find the forms in the main adviser page here. |
| Saturday 12 April | We’ll stop processing member requests for some transactions until the transition is complete. Our contact centre will stay open throughout the limited services period, but with no ability to process transactions and limited access to account information.
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| Thursday 17 April | The current adviser portal will be available until Thursday 17 April 5pm AET, then unavailable.
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| Friday 18 April | Access to members’ online accounts and the HESTA app will be temporarily unavailable.
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| Monday 2 June | You’ll be able to:
Member services, including full contact centre services and access to online accounts, will also return. Following the limited services period, processing times for some transactions may take longer than usual while we process outstanding requests received during the limited services period and services return to normal. |
Read our FAQs for more details on your new platform, including how to register, and the limited services period.
You can contact the Advice Relationships Team via email: advicerelationships@hesta.com.au
A team member will respond via phone or email within 2 business days.
Member Account Summaries are available on request from the contact centre at the end of the limited service period (LSP) from Monday 2 June.
Additionally, at the end of the LSP you will be able to download Member Account Summaries from the new HESTA Adviser Portal.
During the LSP, we won't be processing Advice Fee Deduction requests. You’d need to submit an Advice Fee Deduction request (AFD) before 31 March 2025 to have this comfortably completed before the LSP starts (on Saturday 12 April).
At the end of the LSP (from Monday 2 June) you’ll be able to submit AFD requests by submitting an Advice Fee Deduction form to advisersupport@hesta.com.au. Processing times for some transactions may take longer than usual while we process outstanding requests received during the LSP and services return to normal.
If you’re submitting an Advice Fee Deduction request for the first time, please ensure your Licensee has completed our Licensee Agreement first. Only then, will we be able to remit the advice fee deduction to your licensee.
If you’re unsure whether your licensee has signed a Licensee Agreement with us, you can reach out to the HESTA Advice Relationships Team at advicerelationships@hesta.com.au to help you through the advice fee deduction process.
Having the right partner to run our member services means we can help your clients face the future with confidence.
That’s why we’ve chosen to partner with administration services provider GROW Inc. from Saturday 19 April 2025.
GROW Inc. will manage the day-to-day running of member services, including answering queries and securely processing requests. With GROW Inc. by our side, we’re committed to continuing to deliver the service and value our members expect.
Moving our service provider will take time, so some of our normal services will be temporarily unavailable.
HESTA is upgrading the HESTA Adviser Online portal to provide enhanced features, improved performance, and a better user experience. This change is part of our commitment to continuously improve our services and provide support for financial advisers.
The HESTA Adviser Online portal will offer enhanced features designed to make it easier for you to provide financial advice.
New features include a more user-friendly interface and more visual dashboards. We’ll also be adding commonly used information like BPAY® details for contributions and giving you the ability to download Income Stream member account summaries.
We’re also extending user access:
®Registered to BPAY Pty Ltd ABN 69 079 137 518
The new HESTA Adviser Online portal is expected to be available after the LSP. We will notify you as soon as it is live and provide any necessary instructions for accessing and using the new platform.
Yes, we will provide training materials and resources to help you familiarise yourself with the new adviser portal. This may include user guides, video tutorials, and webinars.
The Advice Relationships Team will also be able to assist you with any Adviser Portal queries.
Yes, this is available.
Our HESTA Advice Relationships team are here to assist you with any HESTA Adviser Online queries.
You can reach out to the HESTA Advice Relationships Team advicerelationships@hesta.com.au to arrange a portal demonstration. An Advice Relationships Manager will be in touch and can organise a portal demonstration virtually or face to face.
To facilitate a smooth transition, all existing adviser registrations will be grandfathered and we’ll be migrating all existing registrations to the new portal.
If you are an existing user, you will receive login credentials for the new portal. You will be prompted to update your password for security reasons when accessing the new portal for the first time.
As our new Adviser Portal has enhanced features for licensees including the ability to do self-serve reporting and to provide log in credentials for advisers and support staff, from 2 June 2025, your Licensee must sign the HESTA Licensee Agreement before the Licensee’s authorised officers can register for HESTA Adviser Online.
Any advisers that have not previously registered for the portal will not be able to register until your licensee has signed the HESTA Licensee agreement.
If your Licensee is not yet registered, please ask them to start the registration process by completing the Licensee Registration and Agreement Form.
Alternatively, the HESTA Advice Relationships Team can contact your Licensee to assist them with registration.
You can reach out to the HESTA Advice Relationships Team advicerelationships@hesta.com.au for an update on their registration.
During the portal transition, you can access client information through our contact centre provided you have a valid third party authority in place.
However, we can only provide client account balances as of Thursday 17 April at 5pm AET. Real-time updates will be unavailable.
Contact the Advice Relationships Team at advicerelationships@hesta.com.au.
We’ll respond within 2 business days.