Submit your client's supporting home loan documents

You'll need to upload your client's supporting documents in ApplyOnline via the Documents tab before submitting the application. Mandatory documents will be highlighted with a red dot on the Submission Checklist. 

To avoid delays, please ensure the correct document(s) have been submitted to the relevant categorised tile (e.g. payslips uploaded onto the Payslips tile). If you have uploaded the files incorrectly, you can reclassify the documents in ApplyOnline.

Keep in mind:

• All documents need to be uploaded individually to the specific tile
• Documents should be redacted where appropriate - Tax File Numbers and credit card numbers should always be redacted.
• Where the document doesn’t meet the description of a category – see Uploading additional documents via ApplyOnline
• You’ll need to satisfy all the tiles on the Approval Checklist before the application can progress.

If additional supporting documents are needed after submission, you’ll receive a back channel message (BCM) from us outlining what’s needed. You can also view outstanding documents for your applications in our Broker Portal.

If you need additional information, you or your support staff can contact us using live chat in our Broker Portal.

If the document you want to submit doesn’t have a tile, follow these steps to upload it:

1. Click on the Additional Documents tile
2. Attach the document as per the normal process
3. When you’re verifying the document, you’ll need to: 
   • select the page(s) you want to include in the document
   • identify the document type. Use the search filter to find the appropriate document classification. 
   • confirm what this document relates to in the application. Here, you must select whether the document is related to an individual applicant or the application itself. 

For example, to send us your broker notes you'll need to add this under the Additional Documents tile. Search 'Broker Notes' to identify your document type and select Application from the options to identify what the document relates to. 

All tiles on the Approval checklist will need to be completed, either by uploading the relevant document or requesting an exception, before the application can progress.

Tiles that are mandatory, noted by the red dot, cannot have an exception request, and will need a document to be uploaded. 

 For other documents, you can request exceptions to tiles on the Approval Checklist:  

1. Select the 3 dots in the top right-hand corner  
2. Select Request an exception  
3. Complete the required information on this screen  
4. Select Submit.

 Please note, anything you add in the ‘Notes to lender’ text box will be sent to us and will be useful in assessing your exception request. Comments left on tiles are not sent to us. 

Once you’ve submitted the application, you may experience a delay if you haven’t provided all documents required for us to progress the application. If this has occurred, you’ll receive BCMs itemising all missing documents required. 

BCMs will continue to be sent until all documents have been received. If you’ve provided an alternative/exception document, please contact us using live chat in our Broker Portal.

When additional documents and clarifications are required from our team, our Broker Portal outlines all outstanding information for each application you’ve submitted. 
 

Viewing outstanding documents and information in Broker Portal

If our team requires any additional documents or seeks clarification after you’ve submitted an application, you can view this in the Broker Portal. We’ll notify you via a BCM, but the Broker Portal will have more information about what our team requires.

Simply:

1. Select Applications from the side panel
2. Click on the application you're working on
3. Review the outstanding documents and clarification.

Sending additional supporting documents

Once you’ve prepared the documents and have any additional information we’ve requested, you can:

• Send via Broker Portal – navigate to the application and view of the outstanding documents. Select the Email information button located in the top right corner. This will automatically generate an email to docs@loans.macquarie.com and pre-fill the application reference into the subject line.
• Email us – for each application, you’ll need to attach documents and include the APP or PIA reference in the subject line. Send these documents to docs@loans.macquarie.com. 

Once submitted, please allow up to 2 hours for the documents to be attached to the application. Once we’ve received your documents, you’ll receive a BCM from us letting you know that the file is moving to credit or whether further documents are required. We’ll also update Broker Portal.

If you need additional information, you or your support staff can contact us using live chat in our Broker Portal.

It’s important to format your files appropriately to avoid delays due to our team not receiving the files.
 

ApplyOnline

ApplyOnline supports the files under 50MB in the below formats: 

• PDF 
• DOC 
• DOCX 
• RTF 
• ODT
• TXT 
• JPG
• TIF
• BMP
• GIF
• PNG
• HTML.

Please note, ApplyOnline does not support Microsoft Excel or XLS files or password protected files.
 

Additional documents via email

When sending additional documents, please ensure:   

• email subject line starts with the APP or PIA Number in the correct format e.g. APP-1234567 Smith or PIA-1234 Smith (surname optional) 
• attachments are PDF (preferred), Word and JPEG files only
• Excel, WinZip and password protected documents aren’t accepted, and
• total attachments can’t exceed 10MB per email.