Service levels are based upon receipt of all required supporting documentation. Please ensure all supporting documents and forms are attached to the application before submitting the application for processing.
The service level times outlined below help you set and manage your customers’ expectations. Please review these prior to contacting your Sales Support team or BDM.
IMPORTANT: You can easily and quickly check the progress of your submitted application via our online Preferred Lender Access portal. If you cannot remember your login details please contact your Sales Support team or BDM.
Area |
Current Service Level
|
New ApplicationsTime taken for credit assessment to provide the first credit decision when all mandatory information is supplied with application submission. |
3 business days, not including day of lodgement |
VariationsTime taken for credit assessment to provide the first credit decision when all mandatory information is supplied with application submission. |
3 business days, not including day of lodgement |
Supporting DocumentsRefers to time taken to action subsequent or additional supporting information post first decision provided. |
Next day, not including day of lodgement |
Documents issued by MSA |
90% of files issued same day when instructed |
Construction progress paymentsRefers to time taken to action progress payments when all documentation is received. |
5 business days, not including day received |
Advantedge Scenarios TeamRefers to time taken for Scenarios Team to action a request |
Same day for call requests |