we're making important changes

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. 

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 hesta@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:

• support staff access: Advisers can now add support staff users, giving them their own access to the portal for greater flexibility and efficiency by allowing task delegation.
• Licensee and Practice Manager User Access: Licensees and Managers gain access to reports such as client numbers per adviser. Additionally, Licensees, Practice Managers and Advisers have control of user access with the ability to add or remove users, helping streamline operations and ensuring that the right people have access to the necessary information. 

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HESTA Adviser Online will be unavailable during the LSP.

During this time, you can call the HESTA contact centre for client account information. However, we will only be able to provide client account balances as at Thursday 17 April at 5pm AET.

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.