Current service levels

Our service levels are based upon receipt of all required supporting documentation. Please ensure all upfront forms and minimum requirements are attached to the application before submitting the application for processing.

 

Current residential service levels as of 11 December 2024

New applications

New Applications
Credit AssessmentCurrent SLA
Credit Assessment
Purchases 
Current SLA
1 business day
Credit Assessment
Refinance, Limit Increase & Variations
Current SLA
1 business day
Credit Assessment
Home Guarantee Scheme
Current SLA
1 business day
Credit Assessment
Pre-Assessment (Company and Trust)
Current SLA
1 business day
Credit Assessment
Company & Trust Credit Assessment
Current SLA
1 business day
Credit Assessment
AIP Applications*
Current SLA
1 business day
Credit Assessment
Supporting documents
Current SLA
1 business day

Note: *AIP Applications that meet our system criteria for approval will be issued out the following day from submission. The SLA advertised above is for all applications that do not meet our system criteria for auto approval.

 

Loan split request (LSR)

Loan Split Request (LSR)
MilestoneCurrent SLA
Milestone
Loan Split Request processing
Current SLA
1 business day
Milestone
Loan Split Request Fulfilment
Current SLA
0 business day

 

Application Post Credit

MilestoneCurrent SLA
Doc prep1 business day
Doc Verification New Purchases1 business day
Doc Verification new Refinances/Construction/Variations 2 business days
Doc Verification supporting1 business day
Account Opening1 business day

 

Construction

Construction
MilestoneCurrent SLA
Milestone
Documents Received
Current SLA
2 business days (Actioning files from 09/12/2024)
Milestone
Set ups
Current SLA
2 business days (Actioning files from 09/12/2024)
Milestone
FHOG New Applicants
Current SLA
1 business day (Actioning emails from 10/12/2024)
Milestone
FHOG Reworks
Current SLA
1 business day (Actioning emails from 10/12/2024)

 

Description of service level milestones

Description of Service Level milestones
MilestoneDescription
Milestone
New applications
Description
Refers to time taken before Credit Assessment assess the application for first Credit Decision
Milestone
Supporting documents
Description
Refers to time taken to action subsequent Supporting Docs
Milestone
Doc prep
Description
Refers to time taken to get Loan Contract out to clients
Milestone
Doc verification
Description
Refers to time taken to Verify returned Loan Contracts from clients
Milestone
Account opening
Description
Refers to time taken to open customers home loan and transaction accounts
Milestone
Set ups
Description
Refers to time taken after file has been assigned to Construction team

Current small business service levels

New applications

MilestoneCurrent SLA
Standalone Business Lending Applications
(Total Time to Pick Up)
< 1 business day
Paired Business/Home Loans
(Total Time to Pick Up)
1 business day

Current commercial service levels as of 10 December 2024

New applications

MilestoneCurrent SLA

Standalone Business Lending Applications

(Total Time to Pick Up)

2 business days

Paired Business / Home Loans (ApplyOnline)

(Total Time to Pick Up)

2 business days