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Broker Mortgage Services (BMS)


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


  • Full discharge / repaid loans
  • Partial discharge
  • Production and consents
  • Substitutions
  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: