Hello Sandra,

The transfer process is listed below
(taken from: http://www.auda.org.au/docs/auda-2003-03.txt )

Basically your client should have received a transfer confirmation
message, and must reply to that message.

With respect to resellers managing transfers:
From: http://www.auda.org.au/docs/auda-2003-06.txt

" 2.1 Where the gaining registrar has received a written request for
transfer from a reseller and it is clear that the registrant contact
email address is that of the same reseller, it is not sufficient to send
a standard transfer confirmation message to that email address.

2.2 In these circumstances, the gaining registrar must:

a) send a standard transfer confirmation message to the registrant
contact by letter or facsimile, and 
receive an affirmative response from the registrant contact by letter,
facsimile or email; or

b) arrange for the registrant contact email address to be updated with
the registrant contact's own 
email address (and not the reseller), and then send the standard
transfer confirmation message to that 
email address."


Regards,
Bruce




4. TRANSFER PROCEDURE

4.1	Prior to sending a transfer command to the registry, the gaining
registrar must:

a) receive a written request for transfer (see definition in paragraph
2.1) that includes a valid 
domain name password for the domain name;

b) use the password to retrieve the full domain name record from the
registry database;

c) send a standard transfer confirmation message (see definition in
paragraph 2.1) to the person who 
has requested the transfer and to the registrant contact listed in the
database (if different); 

d) receive an affirmative response from the registrant contact by
letter, facsimile or email; and

e) enter into a new Registrant Agreement for the remaining term of the
domain name licence period, or 
for a new 2 year licence period where the transfer is combined with
renewal.

4.2	The gaining registrar must not provide the means for a
registrant, or a reseller acting on 
behalf of a registrant, to automatically initiate a transfer command to
the registry (for example, by 
submitting an online form that sends a transfer command to the
registry). The gaining registrar must 
satisfy the requirements listed in paragraph 4.1 before initiating the
transfer command to the registry. 

4.3	The gaining registrar must keep full records of the transfer for
inspection by auDA on demand, 
including copies of the written request for transfer, the standard
transfer confirmation message and 
the affirmative response from the registrant contact. 

4.4	Transfers that have been properly authorised and processed
according to the requirements of 
this policy and any procedural requirements of the registry, will
proceed 2 days after initiation by 
the gaining registrar (unless the transfer is accepted earlier by the
losing registrar). 

*******************************************************************

DOMAIN NAME TRANSFER - REQUEST FOR CONFIRMATION

Attention: <insert registrant contact name>

Re: Transfer of <insert domain name>

The current registrar of record for this domain name is <insert name of
losing registrar>

We have received a request from <insert name of person requesting
transfer> for us to become the new 
registrar of record.

You have received this message because you are listed as the registrant
contact for this domain name in 
the WHOIS database. 

Please read the following important information about transferring your
domain name:

* You must agree to enter into a new Registrant Agreement with us. You
can review the full terms and 
conditions of the Agreement at <insert URL>
* Once you have entered into the Agreement, the transfer will take place
within 2 calendar days.
* The transfer will not change the expiry date of your domain name,
which is <insert expiry date>.

If you wish to proceed with the transfer, please contact us <insert
gaining registrar contact details> 
with the following message:

"I confirm that I have read the Domain Name Transfer - Request for
Confirmation Message.  

I confirm that I wish to proceed with the transfer of <insert domain
name> from <insert name of losing 
registrar> to <insert name of gaining registrar>."

Please note that all registrars must comply with the .au Domain Name
Suppliers' Code of Practice 
(http://www.auda.org.au/docs/auda-2002-26.txt) and auDA's transfers
policy 
(http://www.auda.org.au/docs/auda-2003-03.txt).