Computershare customer service — professional guide for shareholders

Overview and role of shareholder services

Computershare (established in 1978) is a global share registry and investor-services provider that administers shareholder records, dividend payments, corporate actions and proxy voting for listed companies. As a shareholder you interact with the registry rather than the issuing company for most administrative tasks: registering stock, updating personal details, replacing lost certificates, electing dividend options, and submitting transfer forms. Operationally the registry’s role is to validate title, apply corporate action entitlements, and ensure regulatory compliance (tax reporting, KYC and AML checks).

From a practical standpoint, effective customer service at a registry is process-driven: requests require validated documentation, identity verification, and adherence to statutory timelines. Typical service-level benchmarks you can expect in mature markets are: 2–5 business days for simple online updates, 5–15 business days for manual transfers or certificate reissues, and 15–30 business days for estate or probate settlements that require court documents. Knowing these timelines reduces repeat calls and speeds resolution.

How to contact and what to expect

The most reliable entry point for any registry transaction is the company’s official contact portal and the investor portal. Use the global site (https://www.computershare.com) to locate country-specific phone numbers, postal addresses and online forms. Most registries operate a dedicated “Investor Centre” or “Investor Login” where authenticated shareholders can view holdings, request transfers, download tax forms, and sign up for electronic communications 24/7.

When you contact customer service: expect identity verification (name, date of birth, registered address, shareholder reference number/holder identification), triage to the correct specialist (transfers, dividends, corporate actions, lost certificates), and a case reference number. For mailed requests allow standard postal time plus processing; for example, a mailed transfer form often takes 7–21 calendar days end-to-end. Email or secure portal messages commonly have SLA responses in 1–3 business days for simple queries and up to 10 business days for document-heavy issues.

Common shareholder services — step-by-step actions

• Change of address or contact details: log into the investor portal, update address and email, and upload a signed change form if required. Processing typically completes within 2–7 business days; no fee.
• Lost/stolen certificate replacement: report immediately via the portal or phone, request a stop on the certificate, and submit a statutory declaration plus certified ID. Reissue processing usually takes 10–30 business days; replacement fees range from approximately $20–$100 depending on market and delivery method.
• Transfer between brokers or private transfers: complete the share transfer form (stock transfer form, dematerialised instructions or CHESS/CREST equivalents), provide signatures as registered, and if transferring between names include witness certification. Broker-to-broker transfers (electronic) settle in 1–3 business days; manual transfers depend on paperwork completeness (7–21 days).
• Dividend payments and Dividend Reinvestment Plans (DRP): ensure your bank & tax details are correctly recorded in the portal. Cash dividends are paid into nominated accounts within 3–7 business days of the payment date; DRP enrollments typically require cut-off action by the record date and can take one dividend cycle to activate.

Documents, verification and fees — practical checklist

Accuracy of documentation is the most common cause of delay. Below is a compact checklist of documents typically required for specific scenarios and the verification standard expected by registries.

• Routine identity updates or transfer of ownership: certified copy of government ID (passport or driver’s licence) and a recent utility bill or bank statement for address verification. ID must be certified by an approved verifier (bank officer, lawyer, notary public) and dated within jurisdictional requirements (often 3 months).
• Deceased shareholder / probate matters: original or certified copy of the death certificate, grant of probate or letters of administration, and identification for the estate representative. Estate transfers are document-intensive and usually take 15–60 business days depending on legal complexity.
• Power of Attorney: original or certified copy of the POA document referencing securities authority, plus certified ID for the attorney. POA acceptance is subject to registry policy; expect additional verifications or a short hold period for high-value transfers.
• Fees and disbursements: standard items include certificate reissue fees ($20–$100), manual transfer processing fees (varies by issuer), and expedited courier charges if you require same-week delivery. Registries publish fee schedules per market—check the relevant investor FAQ page for exact amounts before submitting payment.

Best practices to speed resolution and avoid problems

Prepare documents before you call: have your holder reference number (often called SRN, HIN or shareholder reference), born date, registered address, and any previous correspondence reference. Use the portal for status tracking rather than repeated calls; many registries update case status in real time. When mailing documents, use tracked courier and include a coversheet listing the holder reference and the specific request (e.g., “certificate replacement” or “transfer to broker”).

For corporate actions (takeovers, buybacks, rights issues) read issuer notices immediately and act before the specified record or election deadlines. If you hold shares through a broker or nominee, many services must be requested via the nominee — attempting to transact directly with the registry can lead to rejection. Finally, for large portfolios or frequent transactions consider setting up authorised representatives and electronic instructions to reduce manual handling and fees.

Where to find exact contacts and current forms

Always obtain phone numbers, postal addresses and the latest forms from the official contact page: https://www.computershare.com/contact. That page provides country-specific investor phone lines, operating hours and mailing addresses so you can avoid outdated information. If your question is time-critical (corporate action deadlines or lost certificate with upcoming sale), request priority handling and obtain a written case reference on the first call.

As a practitioner, my final recommendation is to document every step—record telephone dates, the agent’s name, case reference numbers and a scanned copy of any posted documents. That audit trail is the single most effective tool for resolving disputes and ensuring timely entitlement to dividends or corporate action benefits.