Submit your client's supporting home loan documents

For the fastest approval, you’ll need to provide all documents required to assess your customer’s application via ApplyOnline. This will include:

• Mandatory documents – highlighted by a red dot on the Documents tab (e.g. payslips for a PAYG applicant)
• Suggested documents – determined by the information from the application (e.g. a contract of sale for a purchase)
• Additional documents – any documents that will further assist the assessment (e.g. broker notes completed separately).

To help you prepare documents prior to submitting on ApplyOnline, use our supporting documents checklist.

It’s important to format your files appropriately to avoid delays due to our team not receiving the files. Uploaded documents need to be under 50MB and most file formats will be accepted (e.g. DOC, DOCX, PDF, JPG, TXT, GIF).

Please note, Microsoft Excel (e.g. XLS, XLSX) or password protected files aren’t supported.

Within your customer’s application, go to the Documents tab. As you complete the application, the Submission checklist will dynamically update to list all documents required for the application.

To upload a document:

1. Go to the tile of the type of document to be uploaded (e.g. PAYG Income)
2. Find the type of document within the tile (e.g. payslips)
3. For that document type, select the 3 dots in top right corner
4. Select the document from your files or device, click Open to start upload
5. Once uploaded, some documents may need to be verified. If applicable, select Verify to check and confirm that the document meets the condition (e.g. payslips dated within 60 days)
6. If the category is mandatory, the red dot will be removed once all documents have been uploaded (e.g. 2 payslips provided).

Tax File Numbers (TFNs) and credit card numbers should always be redacted from documents before uploading them.

TFNs are commonly located in:

• Tax returns
• Company or trust financials
• Payslips

If the document you want to submit doesn’t have a tile (e.g. broker notes), follow these steps to upload it:

• Click on the Additional Documents tile
• Attach the document as per the normal process
• When you’re verifying the document, you’ll need to:

1. Select the page(s) you want to include in the document
2. Identify the document type. Use the search filter to find the appropriate document classification (e.g. Broker Notes)
3. Confirm what/who this document relates to in the application. Here, you must select whether the document is related to an individual applicant or the application itself (e.g. Application)
4. Click Verify.

An exception can be raised only for tiles that aren’t mandatory, noted by the red dot. For mandatory tiles, the document will need to be uploaded to proceed.

When raising an exception, ensure you provide Notes to lender to assist our team in assessing the exception request.

To request an exception:

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.

Once you’ve submitted the application, you’ll receive confirmation in ApplyOnline.

Then, allow up to 2 hours for the documents to be attached to the application in our systems. Once we’ve attached your documents, you’ll receive a back channel message (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.

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 a back channel message (BCM) itemising all missing documents required.

To provide additional supporting documents, you or your registered support staff will need to log into Broker Portal to upload any outstanding additional documents to progress the application.

If additional supporting documents are required after you’ve submitted the application, you or your registered support staff will need to upload and submit these documents via Broker Portal.

To send documents in Broker Portal:

1. Select Applications from the side panel
2. Click on the application you're working on
3. Review the outstanding documents and clarification notes from our team
4. Upload all outstanding documents and provide responses to any queries from our team
5. Once completed, select Send for assessment.