Frequently Asked Questions

Frequently Asked Questions

Fact Find

Personal Details

How do I add a spouse?

(i)                  Spouse is existing client

Select the client then navigate to the Main Menu > Client > Client Actions > Client Actions.

Under the heading Actions, Select ‘Partner’ in the drop-down menu.


Search and select the partner in the search field below, then select Submit.

This will join two single individuals into the one client group.

Note: Only clients assigned to the same adviser can be selected. If the partner has a different adviser, you must assign it to the primary client’s adviser first before this action can be completed.

 All client data from the spouse will be joined to the client group of the primary individual.

The empty client group of the spouse will be deleted after being transferred.

 WARNING: Please note that this will reset the modelling for each client as it is now based on a couple. Please save any modelling information prior to completing any client actions.

 (i)                  Spouse is not an existing client

If a spouse hasn’t been entered in the system yet, select the client then navigate to Client > Fact Find > Personal details.

An "Add Partner" button will be available on this page, to the right side of your client's personal information


Enter details of the spouse then click Ok. The spouse will now be added as a client in AdviceOS.

How do I set a client as deceased?

This can be achieved using the client admin button located via Client > Fact Find > personal details. Here you can set either the client or partner has deceased.




To set Super Guarantee contributions in line with the legislated minimum, navigate to the Main Menu > Client > Fact Find > Personal details. Scroll down to the ‘Financial planning’ section and ensure the Legislated minimum box is ticked. The Super Guarantee (%) field will be automatically calculated and can no longer be edited.




Risk Profile


How do I complete a Risk Profile Questionnaire for my client?

A risk profile questionnaire can be completed from the Client > Fact Find > Personal details section of AOS. You can click on the Risk profile button which will then create a new pop-up with the questions to answer for your client. 



Once the risk profile questionnaire has been completed and saved, you can select the + Create report button within the Risk Profile window to generate a report with your client’s answers.


A risk profile described as ‘Not Matched’ indicates that the client’s set risk profile does not align with the answers to their risk profile questionnaire. This could be due to a few reasons including the questionnaire not being completed, a User changing the selected risk profile drop down, or changes to the questionnaire or RP.

 
To correct this issue, you can either confirm the client’s risk profile and match using the dropdown menu, or complete the questionnaire correctly to reflect the appropriate RP.



Why is my client’s risk profile different in personal details to that of one of the modelling modules?

Your client’s risk profile will originally be set based on the answers to your RPQ or the dropdown RP chosen.


However, the ‘View’ button allows you to see additional information of your client’s RP but also the selected RPs for Product Modelling. Here you can see what RP is being used for modelling, and can update existing, recommended or any alternatives. This may be the cause of your modelling RPs and subsequent templates not aligning to the RP within your client’s Fact Find.


AdviceOS allows a User to set up the risk profile for the individual client, partner, or any separate entities. However, we do not set up different RPs for an individual (i.e., super v personal) as we consider their portfolio from a holistic perspective that includes all assets that are invested.

AdviceOS allows a User to set up the risk profile for the individual client, partner, or any separate entities. However, we do not set up a risk profile at the client group level (joint) within Fact Find as this is based on the understanding that risk profiles should be individual to a client rather than a client group.

Should joint assets be within scope of advice, you can model the advice within our different modules and set a specific asset allocation for these joint assets. However, there is no joint level risk profile in Fact Find and it would be at the discretion of the Practice and their compliance team to hold a conversation with the clients whereby an agreement takes place and file notes why modelling has assumed a certain RP.


Practice Settings

What does the advisory panel do?

The advisory panel located within the client admin pop-out allows you to add all relevant User’s to your client & restrict access as required. You can use the +Add button to add additional User’s and determine their relationship to the client, while ticking the ‘restrict access to advisory panel users’ will ensure that only those User’s listed will be able to view this client group. This may be useful for sensitive clients.



How do I change the adviser of my client?

To change the adviser of a client, select the client and navigate to the Main Menu > Client > Fact Find > Personal details. Click the Client admin pop-up button then select the adviser from the drop-down menu and select Change. The adviser must be an existing AdviceOS user, set up as an Adviser for your practice.




How do I create referral sources, multi-tags and client tags?

Referral sources, Client tags & multi-tags are all created within the client admin section, which can be accessed via Client > Fact Find > Personal details and then the pop-up on the right-hand side.
Client tags & multi-tags work the same, however a client can have multiple multi-tags selected while they can only have one client tag.

What is the office field used for?

The office field allows you to manage visibility permissions of your clients. You can select some clients to be part of certain offices and then only give certain User’s access to see these offices. Note though that all User’s with access to an office will be able to access all clients within that office. If you would prefer to restrict access based on a client’s adviser this can be organized with the Midwinter support team.

How do I create an office?

Unfortunately, a Licensee or Practice is unable to create Office’s. This must be done by the Midwinter team, please contact us via info@midwinter.com.au and we can assist with this request.


Compliance


How do I update a client’s ongoing arrangements or fixed term agreements?

This information cannot be updated in the Client section. Details are completed within the Advanced Admin > FDS Management or Advanced Admin > FTA Management modules.

Yes. Review dates can be managed at the individual or group level. FDS and FTA documents can be managed within the Advanced Admin module and can be created at the individual or group level.


The FSG or Privacy Policy document needs to be updated in the Settings > Templates & Field Management > FSG and Privacy Policy section of AOS. From the Client > Compliance section you can then provide an FSG, view historical data or review file notes.


This needs to be completed within the Fact find > Associates page and need to ensure the Third-Party authorisation field is ticked. You will then be able to see this information on the Compliance screen.


From the Contact details page of Fact Find you can tick on the do not contact field. You will then be warned if you try to send any communication via email or text to this client group, and this communication will not be sent.


You can add a residential & postal address to the client’s profile via Fact find > contact details. If you wish to add a Business Address this can be done via the additional addresses field at the bottom of the same page.



No, however a workaround may be to enter it in employment history with no end date and leave a comment.


No, this area is designed for record keeping and will have to be manually added into Cashflow & Capital as required.


Does the information added into Fact Find > Centrelink flow through to Cashflow & Capital?

No, this area is designed for record keeping and the client’s eligibility for Centrelink benefits will depend on the information input within Cashflow & Capital


To remove the Medicare Levy Surcharge (MLS) you need to navigate to Fact find > Personal details and tick on that your client has active private health insurance. This will correctly adjust the tax calculations for your client.


The Other tax is calculated as an expense in the summary table and is by design to keep the Tax calculations from Income sources separate from additional manually added tax.


In most cases Salary & Super Salary should be by default the same value, however Super Salary is used to describe the amount of Salary someone receives that is eligible for employer SG contributions. Salary is the total amount of income someone receives, that may include additional funds ineligible for employer SG. Modelling within AdviceOS uses the Super Salary figure to determine superannuation payments from your client’s employer.

In the example below there is a Super salary of $100,000 that has eligible SG of $10,500 and an additional $25,000 income that is not eligible for SG payments.



If you have created an investment loan in personal assets and liabilities the mortgage payments will appear in income & expenses. Principal or capital repayments are not tax deductible, only the interest component directly related to your property is tax deductible. Any non-deductible part of the investment loan repayment will appear under ‘other repayments’.

If your clients are paying Interest Only on their mortgage, you can update this information within personal assets and liabilities. Ensure that the monthly repayment amount is equal to the minimum interest payable.



Estate Planning & Health



Where do I add information about my client’s children and/or dependants?

To add information of children and/or dependants is within the Fact Find > Estate planning and health section.



Navigate to client > client actions > client actions.

 To split the clients and retain both individual client records, select Split from the drop-down menu.
Select the new Marital Status then click submit.


Alternatively, if you want to remove the partner and do not want to retain their records, you can choose to delete the spouse. 




Why do I receive an error when I try to split my clients?

If the clients have a JOINT service agreement, you need to cancel the OSA first and then you will be able to split the clients or delete spouse.

Navigate to the Main Menu > Client > Client Actions > Client Restore.
 
Under Actions, you can choose to restore an Individual or Client Group.

Any Individuals/Client Groups that have been deleted will appear below. Select the individual/group to restore then click ‘Submit’. A confirmation window will appear, click Yes to continue and action


For compliance purposes, users are unable to make changes to file notes or documents. If you require any changes please email details of your request to Midwinter Support info@midwinter.com.au




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