Third-party authorities with BT Panorama Super

Form details

Third party authority request, BTF34095: https://www.bt.com.au/content/dam/public/btfg-bt/documents/professional/support/forms/third-party-authority-request-form.pdf (655 KB, 3 pages). Signed by the member/account holder (all relevant signatories for the account type; company: two directors or director+secretary; SMSF: per trustee structure). Digital signature EXPLICITLY accepted — the signature blocks say 'Digital signature accepted'; per BT's hints-and-tips page, typed/e-signatures must be accompanied by a digital signature certificate from a trusted authority (e.g. DocuSign) or the request is rejected. Required info: account name and Panorama account number (no member 'number' concept beyond this; no ID certification requirement stated). Two appointment types: an Individual (family etc.) or a 'Financial Services Professional' (company/practice name + nominated person, with a Yes/No option to nominate ALL staff of the practice — useful for advice firms). Authority scope: information-only — the third party 'can obtain information until such time as you remove or revoke their authority' but 'are unable to make amendments'. Validity: ongoing, NO expiry date — remains until cancelled via section 5 of the same form.

Where and how to lodge

Fastest and trackable: upload within the Panorama portal — Advisers: Service requests > Submit new request > Account maintenance; Investors: Forms & requests > Submit new request > Account maintenance. If unable to upload: email professional@panorama.com.au (stated on the form itself). Post: BT, GPO Box 2861, Adelaide SA 5001. No fax channel published. Portal-lodged requests appear in the Service Request Tracker (Tracking > Service requests) with live status — the channel BT actually processes and the only one with visibility.

Published turnaround

No published SLA for TPA/information-request processing — UNVERIFIED. Published adjacent benchmarks: account applications progress from 'Processing' within minutes to 24 hours; fee-consent requests received with complete info 5+ business days before month-end are processed before month-end; complaints aim to be resolved within 5 working days (FSG 1 July 2026).

Watch-outs

1) E-signature rejections: typed signatures without an accompanying DocuSign-style digital signature certificate are not accepted — a known rejection cause on Panorama forms. 2) The form warns all applicable sections must be complete or the request will not be processed; incomplete requests sit in 'Attention Required' status awaiting email/SMS response rather than being actively chased. 3) TPA is strictly read-only and much of the information retrieval runs through the contact centre rather than a login, so response speed depends on the 1300 line. 4) Authorities never expire — old authorities persist until explicitly cancelled in section 5, so stale third parties accumulate on accounts. 5) The 'Delayed' status exists as a formal tracker state, which tells you delays are common enough to be productised; no community-sourced turnaround complaints could be verified in 2025-26 searches (adviser forum evidence: none found — unverified). 6) Form is dated October 2023 — confirm currency at build time via the BT Professional forms page.

If they go quiet

Phone 1300 881 716 (or adviser line 1300 784 207); online secure feedback/complaints form at secure.bt.com.au/contact-us/contact-form.asp; post: BT, GPO Box 2861, Adelaide SA 5001. Published commitment (Panorama FSG issued 1 July 2026, read directly): aim to resolve within 5 working days, on the spot where possible; unresolved complaints referred to dedicated customer managers with regular updates. The FSG does not restate the statutory 45-calendar-day maximum for superannuation IDR responses (RG 271), but that cap applies to BTFM as trustee. Escalation: AFCA — afca.org.au, info@afca.org.au, 1800 931 678, GPO Box 3 Melbourne VIC 3001.

Under s1017C of the Corporations Act, a trustee must make reasonable efforts to comply with an information request within one month. If BT Panorama Super exceeds its own published standard, a formal internal-dispute-resolution complaint starts a 45-calendar-day clock under ASIC Regulatory Guide 271 — with AFCA as the next stop.