New client advice process flowchart Initial client contact

New client advice process flowchart Initial client contact, Client appointment Legend Enter client data into Customer Relationship Management system Adviser Client initiated contact External Client referral 1 ? Make a phone call to the client Admin Complete both meeting confirmation tasks and meeting preparation tasks Yes Client wishes to proceed? Complete client meeting Yes Does the client wish to proceed? No 1 No Meeting preparation tasks • Make a file note of the No phone call outcome answer received End Make a file note of the outcome. Set reminder to contact again Ensure a Fact Find is printed, including Authority forms, terms of engagement, ongoing service agreement, BID working papers, , information collection forms & other relevant documents Meeting confirmation tasks • • File note the outcome Ensure meeting has been entered into both electronic CRM and Adviser calendar Ensure a meeting confirmation email is sent to the client, detailing the following: - The most recent Financial Services Guide (FSG) - Meeting time, location, date, attendees - A list of documents for the client to bring (Client Identification, insurance, super/investment statements etc) - The agenda for the meeting If the client wishes to reschedule, ensure to file note this outcome and update the CRM and resend calendar initiations Contact the client 24 hours prior to the meeting to confirm attendance End Post meeting flowchart

New client advice process flowchart Post client meeting, Conduct research and prepare advice document 3 2 1 No Analyze existing client scenario and investigate new scenarios Review all client information gathered Ensure research is saved/stored in the client’s file Is further client information required? 4 Call and/or email client to detail the status of advice process Complete strategy recommendations Yes No Call and/or email client to gather missing information Does the client still wish to proceed? Make a file note of this outcome Yes 6 7 Presentation preparation, Presentation and Implementation flowchart Legend Adviser 1 Provide to paraplanning team to complete 6 2 • Has papraplanning completed the So. A? End Admin Review all client information gathered • • Call the client to arrange a presentation meeting 5 Yes Review the So. A for quality and alter if required Complete a meeting summary file note Review the client file to ensure all information has been captured (i. e. : TFN, emails, terms of engagement agreement, ongoing service agreement) Ensure that client goals and scope of advice are consistent Analyze existing client scenario and investigate new scenarios • • Send third party authority forms Call product providers and gather product information Finalize investigation into proposed products Compare client’s existing products using BID papers and/or product comparison tools 3 Complete strategy recommendations • Ensure research / BID working papers explain how the client is in a better position as a result of the advice provided. Mindful to ensure the clients goals, advice provided, outcomes and trade-offs have all been documented 4 • • Call and/or email client to detail the status of advice process • 5 Review the So. A for quality and alter if required Cross check So. A against fact find and ensure they both match Check that no out of scope area or goal has been added or removed without updating the fact find or file notes Confirm replacement of product displays consolidated balances Confirm fee and premium information is consistent with research • • File note the outcome of the discussion Provide to paraplanning team to complete • • Send a paraplanning request form Ensure all relevant information is contained within paraplanning request (ie fact find, file notes, product and strategy research and BID working papers) 7 Call the client to arrange a presentation meeting • • File note the outcome of the discussion Update CRM and create calendar invite

New client advice process flowchart Presentation preparation, Presentation and Implementation Set reminder to follow-up 2 1 No No Presentation preparation Is a variation to advice required? Complete client meeting Advice has been implemented? Post presentation tasks Yes 1 File note outcome 3 3 Presentation preparation • Print the Statement of Advice (So. A) if required • Print Product Disclosure Statement (PDS) if not provided electronically to client • Pre-fill product application forms where possible No Complete variations Yes Legend Adviser Admin Conduct a review of the client file Are the variations significant? Paraplanning to amend 2 Post presentation tasks • Complete a meeting summary file note • Update the client file with next review and FDS date • Send product application forms • Set reminder follow up with product providers and the client if necessary Follow up with product providers or the client on outstanding items End Conduct a review of the client file • Ensure existing insurance is canceled (if required) • Ensure a file note confirming advice has been implemented is created • Provide client with an advice implemented confirmation call or email Complete a quality (compliance) check of the file using advice audit questions • Ensure all research and BID working papers as well as fact find and file notes have been saved into the client file