Help

FirstNet and FirstLink

Using FirstNet

Your Online Identity Number & password

Technical Aspects and System requirements

What is FirstNet?

FirstNet is our secure internet service. It provides you with personal information about your investments and the ability to make changes to your accounts and transact online 24/7.

What is FirstLink?

FirstLink is our automated telephone service. It gives you access to up-to-date information on your investments at any time of the day or night from your telephone. You can access FirstLink by calling 13 13 36 and simply follow the prompts.

How can I register to use FirstNet and FirstLink?

If you are an existing investor and are not registered for FirstNet and FirstLink, you can gain access by following these simple steps:

  1. Print out and complete the online service registration form and send it to the address indicated on the form.
  2. You will receive a letter confirming your registration to FirstNet and FirstLink and your Online Identity Number (OIN). For security reasons, you will receive your confidential password in a separate mailing.

You will also receive a brochure showing you the range of information you can access via FirstNet and FirstLink. Just follow the simple steps set out in the brochure to get started.

Getting started on FirstNet

Once you have received your Online Identification Number (OIN) and your password you have all the information you need to get started.

  1. Go to the Colonial First State website homepage and click on the FirstNet Login button at the top right corner of the page.
  2. Login using your OIN and password. The first thing you should see is your portfolio summary page.

When using FirstNet for the first time you will be asked to agree to the terms and conditions of use.

How do I find out my account balance?

Using FirstNet

  1. Login to FirstNet(link) using your Online Identification Number (OIN) and password
  2. Select ‘portfolio summary' from the left navigation bar.

Using FirstLink - 13 13 36

  1. Login to FirstLink using your Online Identification Number and password. (If you don’t have a password press '0' to speak to an Investor Services Representative.)
  2. Follow the prompts - press 4 for FirstLink then
    • for investments - then select the ‘account balance’ option
    • for superannuation
    • for retirement.
  3. Then select the ‘account balance’ option

How do I transact on my account?

Using FirstNet

By phone

Call us on 13 13 36 and speak with one of our customer service representatives.

(Please note: not all transactions can be completed over the phone, some transactions will require your written authorisation).

By fax

Complete the relevant form (available from our forms library) and fax your request to (02) 9303 3200.

(Please note: you cannot nominate new bank account details via fax)

By mail  

Colonial First State
Reply Paid 27
SYDNEY NSW 2001

How do I cancel a transaction request?

Please fax your signed cancellation request to us on (02) 9303 3200. If you would like to follow up on the cancellation request contact Client Services on 13 13 36.

How do I update my address and contact details?

Using FirstNet

By phone

Call us on 13 13 36 and change your details over the phone.

By fax

Complete the relevant form (available from our forms library) and fax your request to (02) 9303 3200.

By mail

Tip
Don't forget to update your telephone numbers and email address when you change your contact details.

How do I change my regular investment amount?

Using FirstNet

By fax

By mail

Colonial First State
Reply Paid 27
Sydney NSW 2001.

Tip

To change bank account details you must fill in a new Direct Debit Authority form. This is available from our forms library, or you can call us on 13 13 36 and we’ll send you a copy.

How do I change my bank account details?

By mail

To change bank account details you must fill in a new Direct Debit Authority form. This is available from our forms library. Send your completed form to:

Colonial First State
Reply Paid 27
SYDNEY  NSW  2001.

How do I make a deposit using BPAY®?

You can make a deposit from your cheque or savings account into most superannuation and investment funds online or by phone banking using BPAY®.  Any extra payments will be allocated to the same investment option(s) as your last instruction (excluding regular investment plans) unless you tell us otherwise. Read more about making a deposit using BPAY.

How do I make a deposit using Electronic Funds Transfer (EFT)?

You can make a deposit from your cheque or savings account into most superannuation and investment funds through your online banking facility using EFT. Any extra payments will be allocated to the same investment option(s) as your last instruction (excluding regular investment plans) unless you tell us otherwise. Read more about making a deposit using EFT.

How can I get an additional statement?

Using FirstNet

  1. Login to FirstNet using your Online Identification Number (OIN) and password.
  2. Under ‘Investment details’ select 'transaction history' then follow the prompts.

Using FirstLink - 13 13 36

  1. Login using your Online Identification Number and password. If you don’t have a password press '0' to speak to an Investor Services Representative.
  2. Follow the voice prompts - press 4 for FirstLink then ;
    • for investments
    • for superannuation
    • for retirement.
  3. Then follow the prompts to request a statement to be faxed or emailed to you.

When will I receive my statement?

You will receive statements either quarterly or half yearly. If you require an interim statement, login to FirstNet, select 'transaction history' then follow the prompts or call FirstLink on 13 13 36.

  Quarterly
Statement
Half yearly
Statement
Bricks & Mortar
Tick
 
Cash Management Trust
Tick
 
Diversified Private Equity
 
Tick
FirstChoice Investments
 
Tick
FirstChoice Personal Super
 
Tick
FirstChoice Pension
 
Tick
FirstChoice Wholesale Investments
 
Tick
FirstChoice Wholesale Personal Super
 
Tick
FirstChoice Wholesale Pension
 
Tick
FirstChoice Employer Super
 
Tick
Hedge funds
Tick
 
Managed Investment Funds
Tick
 
Personal Pension Plan
Tick
 
Pool Super Trust
Tick
 
Premier CMT
Tick
 
Rollover & Superannuation Fund
 
Tick

Where can I get a unit price for a specific fund?

Using FirstLink – 13 13 36

  1. Login using your Online Identification Number and password. (If you don’t have a password press '0' to speak to an Investor Services Representative).
  2. Follow the voice prompts - press 4 for FirstLink then ;
    • for investments
    • for superannuation
    • for retirement.
  3. Then follow the prompts to get a unit price for your fund.

Using the website

Just go to the unit prices page on this website and look up the price for your fund. You do not need to login to FirstNet.

What is an account short code and what is it used for?

An account short code is simply a four- to five-digit number that relates to each of the funds/options available.

The short codes for the funds you are invested in should be shown on the letter which provides your Online Identity Number. If you want to know what your account short codes are, please call us on 13 13 36 or contact us by email.

How do I rollover my other super into my Colonial First State Superannuation account?

  1. You need to contact your other Superannuation provider and request a Rollover Instructions Form.
  2. Complete this Instruction Form, adding your Colonial First State Personal Super account details in the relevant section, and return it to them.
  3. They will then arrange for your superannuation funds to be transferred to your Colonial First State account.
  4. Alternatively, download a copy of the Colonial First State Consolidation brochure and forward this to your current superannuation provider. This brochure contains all the information that the other provider will require such as our USI* and ABN.

*USI (Unique Superannuation Identifier) was previously called SPIN (Superannuation Product Identification Number).

If you do not have a Superannuation Fund with Colonial First State you will need to complete an application form from the current Product Disclosure Statement before you can transfer funds.

What is an Online Identity Number (OIN)?

Your Online Identity Number is your unique customer number. It allows you to login to FirstNet and FirstLink when used in conjunction with your password. Your OIN is different to your account number(s).

What is a password?

To login to FirstNet Investor you are required to enter your OIN and a password.

A numeric password is an 8 digit number initially issued by mail to every investor.

If you have a numeric password you will be prompted to change your password to an alphanumeric password upon first login to FirstNet Investor.

However please note that your numeric password is to be used for FirstLink.

How do I change my password?

To change your password, select the "Change password" link on the left hand navigation menu in FirstNet. You will be requested to enter your existing password and nominate and confirm your new password.

We recommend you change your password regularly.

Your password:

What happens if I lose or forget my OIN?

You can request your Online Identity Number (OIN) by simply entering your account number and contact information here.

What happens if I lose or forget my password?

If you believe or suspect your password has been lost, stolen or become known to someone else, you should contact Investor Services on 13 13 36. For security, your new password must be posted to you. It cannot be given out over the phone.

If you have forgotten your password you are able to reset it online by clicking on the "Forgotten password?" link on the FirstNet Investor login screen. Alternatively, To reset your password online now click here

It is important you change your password frequently to maintain the high level of security.

How do I reset my password online?

To reset your password online, click on the "Forgotten your password?" link and follow the prompts. You will be required to complete 4 steps.

What if I can't generate an authentication code?

If you are having difficulty generating an authentication code to reset your password online, please call Investor Services on 13 13 36.

My email address is locked.

If your email has been locked, please contact Investor Services on 13 13 36.

What if I can't answer my security questions? Or my security questions have been locked?

If you are unable to answer your security questions or they have been locked, please contact Investor Services on 13 13 36.

How do I make changes to my FirstNet details?

Download the FirstNet and FirstLink Change of Details form. Complete it and then post it to the address shown at the bottom of the form. This form will allow you to change any of the following information:

How secure is my investment information?

FirstNet uses Secure Sockets Layer (SSL), which has been built using 128-bit encryption technology – the highest level of security code available. The only way anyone other than yourself can access your information online is if you provide them with your login details (e.g. OIN and password).

What is Secure Sockets Layer (SSL)?

Secure Sockets Layer is the leading security protocol on the Internet. Developed by Netscape, SSL is widely used to do two things: to validate the identity of a website and to create an encrypted connection for sending credit card and other personal data. SSL uses a cryptographic system that uses two keys to encrypt data − a public key known to everyone and a private or secret key known only to the recipient of the message. 

How do I turn the automatic password display on or off in Internet Explorer?

Internet Explorer gives you the option to store your password details for various web sites. If you would like to turn this feature on or off and clear your passwords from the memory, please follow these steps:

Internet Explorer 8

  1. Open Internet Explorer and select 'Tools', then 'Internet Options'
  2. Select the 'General' tab, then under the 'Browsing history' section click the "Delete" button
  3. To remove all passwords from memory click the 'Clear Passwords' button.
  4. If you want to ensure you are never prompted for passwords again, select the 'Content' tab, then under the 'Autocomplete' section click the "Settings" button
  5. Ensure that no tick appears next to 'Prompt me to save passwords' and also 'User names and passwords on forms'
  6. If you would like to activate the automatic password display functionality to stay on, then place a tick next to 'User names and passwords on forms' and 'Prompt me to save passwords'
  7. Click 'OK' to complete this change

What browser version do I need to use FirstNet?

Colonial First State’s FirstNet site is 128-bit encrypted. To access your account you will need either of the following web browsers:

  1. Internet Explorer version 8.0 or higher. Download the latest version from Microsoft.
  2. Chrome. Download the latest version from Google.
  3. Firefox. Download the latest version from Mozilla.

I am a MacIntosh user – can I use FirstNet?

Yes, FirstNet is browser-based and MacIntosh users are able to use the system.

Why does my login timeout?

If you login and then don’t use FirstNet for 30 minutes or more you will be automatically logged out. This is a security measure to ensure that other people cannot access your account if you walk away from your computer for a long period of time. As an added precaution, you will be asked to re-enter your password before you can make any additional transactions or changes.

Why can't I update my contact details?

It is likely you have 'read only' or enquiry FirstNet access to your account. To gain 'transact’ access to your account you will need to upgrade your access. To do this download a FirstNet Registration form and request full access. Read more about registering to use FirstNet and FirstLink.