• Service Level Agreements & Status Updates
• Confirming if documents/exception responses are imaged to file
• Additional Products Set-Up
• Escalation follow-ups
• Exceptions
• Confirming loan/guarantor documents have been received
• Settlement Date

• Funds available at settlement
• Equity/Surplus account details/approved amount
• Debts being repaid at settlement
• Construction – Undrawn Funds
• Construction – if invoice has been received/paid/next stage due
• Disbursement details after settlement

• DigiDocs – process/eligibility requirements
• Witness Requirements
• Guarantor documents process
• Construction Process Information
• Switches

• Moving refinance PEXA settlement date
• Where to return loan documents
• FastRefi Process Questions
• Bridging Loans Process/Extensions
• Rate locks

•  Home Loan Account number
• Original Loan Amount
• Interest rate/MAV packages applied
• Loan Balance
• Loan type
• Fixed rate expiry

•  Repayment information
• Redraw information
• Offset Arrangements
• Security Address/Ownership information/Client details
  Method of operation

• Discussing or disputing approval/settlement conditions raised (Credit Assessor)
• Clarifying/disputing or assistance with resolving exceptions
• Reissue Homeseeker/Commencement letter
• DigiDocs issues (access issues, errors)
• Loan Document errors

• If wanting to alter assessment
• Discuss loan structure (Credit Assessor)
• To change document issue method/arrange documents to be reissued
• Disputing funds available

• To raise an escalation (including same/next day settlement bookings)
• When enquiring about files not accessible on commbroker (discharges etc)

• For PEXA/SSR settlement information not listed in commbroker comments

Case Owner/Assessor:

Assists with:

• Issues With Assessment
• Approval/Settlement/Credit conditions
• Declined Applications
• Issues with loan documents
• Clarifying exceptions
• Guidance on resolving exceptions

Please call case owner/assessor directly.

If unable to get through, leave a message for them to return your call.

Messages left before 3pm will normally be contacted by COB that same day.

Messages left after 3pm will be contacted by COB next business day

Refer to YourApplications.

Case Owner/Assesor details are found “Notes To Broker” and will include contact details and working hours

CommBank Broker Support Hub

Option 1: Broker Assist

Assists With:

• Home Loan policy or scenario enquiries
• Loan structuring
• Product information
• Assistance with Apply On-Line

13 25 88

Note: This number is for brokers and broker delegates only

Option 1

• 8:30am to 6:00pm Monday to Friday (AEST)

 CommBank Broker Support Hub

Option 2: Home Loan Escalations and Urgent Files

Assists With:

• Escalations & Urgent Settlements
• Referring files for case management until settlement
• Maintenance tracking. i.e. Switches and splits and VLOC’s.
• Assistance with progress payments/construction applications
• If the case owner hasn’t called you back within 1 business day SLA after leaving a voice mail message
• Reissue approval/homeseeker/commencement letter

13 25 88

Note: This number is for brokers and broker delegates only

Option 2

• 8:30am to 7:00pm Monday to Friday (AEST)

Government Guarantees

Assists with:

• Clarifying/disputing exceptions
• Requesting case owner calls

Emails can be sent at any time, and will be actioned between:

• 9:00am – 5:00pm Monday to Friday (AEST)
   

Digital Documents/Netbank Assistance

Including:

• Accessing documents via Netbank
• Setting Up Netbank
• Duplicate Netbank profiles
• Resetting passwords/Logins
  

13 22 21

Note: This number is for customers only.

Brokers can reach out to the Document Fulfillment Case Owner for further assistance.

For Documents Returned Via Mail/Post With A Tracking Number Showing As Delivered:

Email LoanDocProcessing@cba.com.au

With the application number only in the subject line, with the tracking number and date delivered.

For Documents Returned Via DigiDocs/Branch:

Please refer to Escalation Criteria page for next steps

Refinance PEXA Bookings

If the file is:

• Ready To Settle
• Has a settlement date visible in Comments To Broker
• Settlement is 2 business days away or further
   

Email tpbpaperlessloan@cba.com.au

With the application number in the subject line, and settlement date in the body of the email

Settlement Enquiries

Including:

• PEXA/Paper Settlement updates
• Equity account details
   

13 25 88 – option 2

Note: This number is for brokers and broker delegates only

For Equity Or PEXA Booking Details:

Refer to “Notes To Broker” on commbroker

Option 2

• 8:30am to 7:00pm Monday to Friday (AEST)

Indicative Payout Figure/ERA

For Indicative Payout Figure or ERA, please request this information using form 005 – 192 available via the forms page and email to Broker Assist.

All Post Settlement Enquiries
Including:

• Home Loan product details
• Interest rates
• Interest only/fixed rate period
• Repayments/Redraw
• Loan Balance
• Borrower Details
• Offset Accounts

Visit Your Loans.

Note: Information is only available where you are the current broker noted on the home loan.

Customer Enquiries Post Settlement

• For assistance with post settlement enquiries relating to Home Loan product details, including current LVR, interest rates, interest only period and fixed rate period

or

• Updates to your personal details or home loan.

13 22 24 or Netbank

Note: This number is for customers only

• 8:00am to 7:00pm Monday to Friday (AEST)
• 9:00am to 2:00pm Saturday (AEST)
• Closed Sunday

Home Loan Top Up (Loan Increase)

• For your customers who require a Home Loan Top Up

13 22 24 (option 2 and then option 1 for new lending)

Note: This number is for customers only

• 8:00am to 8:00pm any day (AEST)

Complaints and compliments

We want to know when we've let you down, so we can make things right.

If there’s something we can improve, or you're not satisfied with our products, services, staff or complaint handling process, it's important we hear about it so we can make things right.

To allow us to make things right for customers if they experience any issues with us please notify CommBank of the customer’s complaint within 24 hours of you receiving the complaint from the customer to ensure we can resolve the customer’s complaint within 30 days

Sharing your positive experience

We love hearing about your positive experiences and when someone in our team makes things easier, quicker or special for you. You can share a compliment via the Online via our Complaints and Compliments Form. We’ll pass on the compliment to the team member and make sure we keep up the good work.

• Online via our Complaints and Compliments Form
• Call our complaints team on 1800 805 605
  
• Write to us: CBA Group Customer Relations, Reply Paid 41, Sydney, NSW 2001. There's no need to use a stamp - we'll pay for the postage.
  

When submitting the complaint on behalf of your customer please ensure you use the customer’s details and reference your name and contact details in the notes.

Ensure your customer is aware the complaint is being lodged on their behalf and to expect a call from the complaints team or, if they wish for you to act on their behalf to resolve the complaint, ensure you fill in the Agent Authority form. The form must be completed and signed by you and your customer and you will be asked for this when the complaints team call.

Please note, if the form isn’t completed, CommBank can only deal with the customer directly in regards to the complaint, even if you submitted the complaint on your customer’s behalf.

Speaking Up - Our 'Speak Up' program is a safe platform for employees, brokers, service providers and suppliers to report concerns about unethical behaviour and corruption

Learn more about our 'Speak Up' Program, Group Whistleblower Policy and Anti-Bribery and Corruption Policy.

1800 773 258 (free call)

+61 2 9151 9156 (from overseas).

speakup@speakuphotline.com.au