I Need Help.. Who Can I Contact?
Feeling a bit lost and need some help?
Let’s go through what actions you can take to ensure you can get the support you need from our subject matter experts.
How do i raise a Support Request?
All support queries are to be sent to the support@iip.net.au inbox.
However, there are also plenty of resources available to help you find your answer sooner.
We have 3 subject matter experts to help you resolve your query:
Admin, Paraplanning and General Support - Camela Lumacang
Technology Support - Robin Oliamot
Compliance Support - Hizni Haleem
But what if it’s urgent?
If the matter is urgent, you can still raise a support request through the support inbox. Anthony will respond to the urgent query through the inbox.
IIP Support Cheat Sheet - FAQ’s
Refer to the Frequently Asked Queries below to help you get your answer sooner. If you still cannot find the information you need, raise a request to the support inbox.
Search the IIP Blog
Quickly search through the IIP Blog to find any info on what you are after:
Admin & General Support
| Query | Action | Resources |
|---|---|---|
| Admin & General Support | Email Support Inbox | Camela will respond to your query |
Compliance Queries:
| Query | Action | Resources |
|---|---|---|
| Client Compliance Scenario | Email Support Inbox | icomply2app.com.au/compliance |
| Complaints | Raise a Complaint in iC2 Compliance Hub | internal‑dispute‑resolutions‑complaints |
| Breach/Incident Reporting | Raise a Breach/Incident in iC2 Compliance Hub | bohziusi208kyycz9j9nlomi2cgmjs |
| APL Approval Requests | Raise an APL Approval Request in iC2 Compliance Hub | icomply2app.com.au/compliance |
| Accessing AFSL Policies | You can access the AFSL Policies Register in iC2 Compliance Hub | icomply2app.com.au/compliance |
| Advice Templates | You can access Fact Find, Risk Profile Questionnaire and other templates in the AFSL Policies Register in iC2 Compliance Hub | understanding‑the‑advice‑process |
| Website Disclosure Information | You can access the WDI template from the IIP Blog | Website Disclosure Information |
| ROA vs SOA | You can read the Blog on ROA's vs SOA's on the IIP Blog | when‑can‑i‑give‑further‑advice‑roas |
| Kaplan & CPD | Upload learning certificate to the Kaplan Portal | We will approve learning certificates on a monthly basis |
Revenue Management
| Query | Action | Resources |
|---|---|---|
| Raising an invoice for a client | Raise the invoice in iC2 Revenue App | invoicing‑solved |
| Setting up a client direct debit | Set up the DDR in iC2 Revenue App | creating‑direct‑debits |
| Adviser PayRun Portal | Setting up access to the Adviser PayRun Portal | adviser‑pay‑runs |
| Accessing my client revenue data | Log in to Revex Portal. If you need access, let us know | insight.revex.com.au |
| How often do I get paid? | We pay bi‑monthly, on the 1st and 15th of each month | All revenue is collected by the licensee and paid out bi‑monthly |
| Have I been paid? | The platforms pay monthly. All revenue collected during the month will be paid to the licensee in the following month. | e.g. advice fee deducted on 10 Apr → paid to licensee in early May |
Technology Support
| Query | Action | References |
|---|---|---|
| iC2 App tech bugs and support | Raise a support request | ic2app‑tips/raising‑support‑requests |
| Xplan Coding and Templates | Raise a support request | ic2app‑tips/raising‑support‑requests |
| Xplan Licenses | Raise a support request | ic2app‑tips/raising‑support‑requests |
Using SARA
| Query | Action | Resources |
|---|---|---|
| Sending an SOA to SARA | Send the SOA from the Projects App | reducing‑time‑to‑approval |
| Assessing SARA's responses | Read the user guide | a‑guide‑to‑using‑sara |
| SARA picked up a Fail | Change the SOA status in the Projects App to “Compliance Review”; your Compliance Manager will review the file. | a‑guide‑to‑using‑sara |
| SARA isn't working | Raise a support request | raising‑support‑requests |