Skip to Content

Service Level Update

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
as of 30th November 2020

New Applications

Time 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

Variations

Time 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 Documents

Refers 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 payments

Refers to time taken to action progress payments when all documentation is received.

5 business days, not including day received

Advantedge Scenarios Team

Refers to time taken for Scenarios Team to action a request


2 business day from day of email request.

Same day for call requests