Service Level Agreement
Broker Mortgage Services (BMS)
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.
Customer Mortgage Services (CMS)
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
|
10 business days |
The Detail
The information on our website is prepared without knowing your customers personal financial circumstances. Before you act on this, please consider if it’s right for your customer. If you need help, call 1300 137 532.
Conditions, fees and credit criteria apply. Before making a decision, it’s best to read the terms and conditions: