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.
New applications
| Credit Assessment | Current 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 Company & Trust Pre-assessment and KYC/Legal (Includes all Company and Trust applications) | Current SLA 3 business days |
Credit Assessment Company and Trust Credit Assessment (Includes all Company and Trust applications) | 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)
| Milestone | Current SLA |
|---|---|
Milestone Loan Split Request processing | Current SLA 1 business day |
Milestone Loan Split Request Fulfilment | Current SLA 0 business day |
Application Post Credit
| Milestone | Current SLA |
|---|---|
| Doc prep | 1 business day |
| Doc Verification New Purchases | 1 business day |
| Doc verification new Refinances/Construction/Variations | 1 business day |
| Doc verification supporting | 1 business day |
| Account opening | 1 business day |
Construction
| Milestone | Current SLA |
|---|---|
Milestone Documents Received | Current SLA 2 business days (Actioning files from 29/04/2024) |
Milestone Set ups | Current SLA 2 business days (Actioning files from 29/04/2024) |
Milestone FHOG New Applicants | Current SLA 2 business days (Actioning emails from 29/04/2024) |
Milestone FHOG Reworks | Current SLA 2 business days (Actioning emails from 29/04/2024) |
Description of service level milestones
| Milestone | Description |
|---|---|
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
| Milestone | Current SLA |
|---|---|
| Standalone Business Lending Applications (Total Time to Pick Up) | < 1 business day |
| Paired Business/Home Loans (Total Time to Pick Up) | 3 business days |
Current commercial service levels as of 30 April 2024
New applications
| Milestone | Current SLA |
|---|---|
Standalone Business Lending Applications (Total Time to Pick Up) | 3 business days |
Paired Business / Home Loans (ApplyOnline) (Total Time to Pick Up) | 3 business days |