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Service lead times

Our market leading home loan offers are driving an increase in application volumes. As a result, we are experiencing an impact to our normal service proposition in both loan processing and at our broker call centre. We are endeavouring to mitigate this impact and we remain committed to providing brokers with the support necessary to deliver on customer expectations. 

Current Broker Processing Unit (BPU) processing times are:

Platinum - 1 business days

A+/A+Prestige - 6 business days

Standard - 9 business days

Due to the current high volumes we are experiencing a large increase in escalations. Can we please ask for your support in only escalating very urgent matters such as urgent settlements. This will allow the team to prioritise correctly and maintain advertised service levels.

The Broker Credit Policy & Scenario Hotline hours of operation are 11am – 4pm CST* (11:30am – 4:30pm EST*)  Monday to Friday. Please call during this time to speak with a Credit Manager for assistance with policy and scenario queries.

*CST - Central Standard Time (SA,NT)

*EST - Eastern Standard Time (NSW, ACT, VIC, TAS, QLD)

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