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
|
New ApplicationsTime taken for credit assessment to provide the first credit decision when all mandatory information is supplied with application submission. | 1 business day, 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. | 1 business day, not including day of lodgement |
Supporting DocumentsRefers to time taken to action subsequent or additional supporting information post first decision provided. | 1 business day, not including day of lodgement |
Documents issued by MSA | 90% of files issued same day when instructed |
Customer CareRefers to time taken to action post settlement request when all documentation is received. | 1 business day |
Construction progress paymentsRefers to time taken to action progress payments when all documentation is received. | 1 business day |
Advantedge Scenarios TeamRefers to time taken for Scenarios Team to action a request. | 24 hours |
Advantedge Full DischargeRefers to discharge authority received and correctly executed. | 1 business day |