Service Level Agreement

Segment	Minimum required documents received by	Application will be assessed by	If policy exception
Flame (incl. Flame Office)	5pm	Following day	+4 hours
Gold	1pm	1-2 days	+48 hours
Accredited	1pm	2-3 days	+48 hours
Super fund home loan	As per segment	As per segment + 1 day	As per segment

Important notes regarding these timeframes: 

• The above timeframes begin from when Minimum Required Documents are received into our system. 
• The days mentioned in above table are ‘business working days’.
• Pre-approvals: new lodgements and lodgements currently in the pipeline will only receive conditional approval when a property is located. Once a Contract Of Sale is received, your application will be prioritised by the original lodgement date. 
• Loan and Mortgage documents need to be returned correctly signed and dated by borrowers. The additional time required to reissue and recheck documents can inhibit the Bank’s ability to meet a Customer’s required settlement date, and in some instances result in settlement dates being missed.

Activity stream	Application received	Application will be completed within
Document preparation & dispatch increases	5pm	4 hours
Document preparation & dispatch (Flame)	5pm	8 business hours
Document preparation & dispatch (Gold)	5pm	Following day
Document preparation & dispatch (Accredited)	5pm	Following day + 1
Purchase or refinance certifications	5pm	Following day + 1
Increase certifications and drawdown	3pm	Same day
Servicing Full discharge / repaid loans Partial discharge Production and consents Substitutions		10 business days