Our Credit Guide
Credit Guide
This Credit Guide provides you with the key information that you need to know to make an informed and confident choice when engaging our products and services.
This Credit Guide summarises our goals and standards, offerings, fees, and commissions. Please don’t hesitate to ask if you need more information or clarification.
This Credit Guide has been generated by:
| Organisation/Trading Name | Highline Lending | ||
| Address | 100 Harris Street Pyrmont, NSW, 2009 | Phone: | 02 9121 6247 |
| Fax: | |||
| Mobile: | 0481 081 058 | ||
| Email Address | info@highlinelending.com.au | ||
| Australian Credit Licence name and Australian Credit Licence number | Australian Finance Group Ltd (ACL# 389087) | ||
| Australian Company Number of ACL holder | 066385822 | ||
Overview
We hold the necessary mortgage broking experience and qualifications in accordance with the National Consumer Credit Protection Act, 2009 to provide you with assistance. We are required to meet specific competency standards relating to educational and professional development. You can be confident that we are held accountable to not only our organisation’s high ethical standards / values, but also have a responsibility to maintain the regulatory standards that are set by both Commonwealth and State governments.
Our mission is to ensure we offer our clients the best service and most appropriate products to suit their individual needs through our professionalism and attention to detail. Ultimately, our goal is to ensure applicants are provided with a loan that meets their objectives.
We guarantee to listen to your needs and your instructions, ensuring that there is collaborative agreement through each step of the finance application process.
Our relationships and alliances with likeminded quality organisations ensure we are positioned to offer the best quality service as well as offering complementary financial services where appropriate.
Suitability of Loans to Your Financial Objectives
By law, before entering into a specific credit contract, we are obliged to conduct a Preliminary Credit Assessment to determine what kind of loans would be suitable for you. In consultation with you, we will explore and discuss with you your financial situation, financial objectives and borrowing needs before we determine which loan product may suit your requirements.
For the purposes of the Preliminary Credit Assessment, we will need to ask you some questions in order to assess whether the loan or lease is not unsuitable. The law requires us to:
- make reasonable inquiries about your requirements and objectives;
- make reasonable inquiries about your financial situation; and
- take reasonable steps to verify that financial situation.
The assessment will be conducted prior to recommendation of a particular product. The assessment will involve collection and verification of financial information to determine the appropriate loan amount and the loan costs associated with entering a credit contract. This will ensure that your circumstances will be assessed appropriately and that the options suggested will not place you in financial hardship. Once completed, this Preliminary Credit Assessment is only valid for 90 days. A copy of the Preliminary Credit Assessment will be available to you, on request – this will be available up to 7 years after we provide you with credit assistance
Prior to the Preliminary Credit Assessment being conducted, we may provide you with Product summaries that highlight various key features and benefits of the product. We may also provide you with Product Comparison documents that allow you to compare the features and benefits of each product and assess the suitability to your requirements.
Lender and Products
Lenders available | We aim to provide you with information from a range of lenders and products / loans. Once you have chosen a loan that is suitable for you, we will help you obtain an approval. | |
Commonly used lenders | The list below documents the 6 most commonly used Lenders by licensee. This does not necessarily reflect all of the financial institutions that my licensee is able to conduct business through. However, if less than six lenders are displayed below, this is a summary of the lenders that my licensee is able to utilise for loan submission purposes | |
Financial Institutions | Percentage of applications submitted in the past 12 months | |
1. Commonwealth Bank | 15.77% | |
2. ANZ | 11.63% | |
3. Westpac | 10.62% | |
4. NAB | 8.22% | |
5. Macquarie Bank | 6.3% | |
| 6. Bankwest | 5.38% | |
Fees, Charges, Commission and Disclosures
Fees payable by you to third parties | When the credit application (loan) is submitted, you may need to pay the lender’s application fee, valuation fees, or other fees that are associated with the loan application process, even if the loan is ultimately unsuccessful. |
Fees payable by you to the licensee | If a fee is payable by you, this will be disclosed in a Credit Quote that will be provided to you. If a Credit Quote is not supplied, this will indicate that we do not charge consumers any fees. |
Payments received by the licensee | Please take notice that the licensee may receive fees, commissions, or financial rewards from Lenders or Lessors in connection with any finance we arrange for you. These fees are not payable by you. The commission / brokerage amount depends on the amount of the finance and may vary from product to product. We can provide you with information about a reasonable estimate of those commissions and how the commission is worked out if you require. Commissions are paid based on a percentage of the loan balance that is drawn down which in most cases will be net of any amounts you hold in an offset account. The way commissions are calculated and paid to us by lenders may vary. By following the responsible lending requirements, we will ensure the loan recommended to you is not unsuitable for your situation and objectives. |
Fees payable by the licensee to third parties
| We may pay fees to call centre companies, real estate agents, accountants, or lawyers and others for referring you to us. These referral fees are generally small amounts in accordance with usual business practice. These are not fees payable by you. On request you can obtain a reasonable estimate of the amount of the fee and how it is worked out. From time to time, we may also remunerate other parties through payments, rewards or benefits. |
Tiered Servicing Arrangements | Through your broker’s relationships with lenders they may have access to tiered servicing arrangements. The benefits of this access to these arrangements can include faster processing, better information or greater levels of assistance provided for obtaining loan approval. Your broker will advise you of any tiered service arrangements that are in place with a particular lender that they have proposed at the time recommendations are made. Access to this program is not based solely on the volume of new or existing lending your broker’s customers have with each respective lender and does not entitle them to any additional commissions outside of what they have disclosed to you, any additional payments or preferential customer discounts. |
Other disclosures, benefits or interests | Your AFG broker is prohibited from accepting gifts or inducements over $350. Any benefit given to your broker greater than $100 and less than $350 will be recorded in a Gifts Register. A copy of your broker’s register is available to inspect on request. If you wish to inspect the register, please contact your broker. |
About Credit Representatives
Your broker is authorised to engage in credit activities by Australian Finance Group Ltd. The licensee shares responsibility in the conduct of your broker.
Payments to the broker How are we paid? | Your broker may receive a whole or part of the commissions received by the licensee referred to above. This may be paid to your broker directly or indirectly from the licensee. You may obtain from us information about a reasonable estimate of those commissions and how the commission is worked out if you wish. Commissions are paid based on a percentage of the loan balance that is drawn down; which in most cases will be net of any amounts you hold in an offset account. The way commissions are calculated and paid to your broker by lenders may vary. By following the responsible lending requirements your broker will ensure the loan recommended to you is not unsuitable for your situations and objectives. | |
Fees payable to third parties by your broker | The information set out in the table for the licensee also applies to your broker with regards to referral fees. On request you can obtain a reasonable estimate of the amount of the fee and how it is worked out. | |
Complaints
Irrespective of our status as a licensee, representative or credit representative, our reputation is built on matching the appropriate product(s) to the individual’s requirements. We go to great lengths to ensure satisfaction with our services and offerings. However, there may be instances from time to time, where applicants may be dissatisfied with the outcomes of our consultation process. If you have a complaint about the service that we provide, the following steps or avenues for resolution are available to you.
Step 1
Most complaints arise from miscommunication and can usually be fixed quickly. So, please contact Trae Chamma, Director of Highline Lending first and express about your concerns.
Step 2
If the issue is not satisfactorily resolved within 5 working days by talking with Trae Chamma, Director of Highline Lending, we will apply our internal complaints process to manage your complaint appropriately. In this instance, the complaint will be internally escalated to our Complaints Officer. You may also contact the Complaints Officer directly.
Complaints Officer
Name | Complaints Manager |
Phone | 0894207888 |
complaints@afgonline.com.au | |
Address | 100 Havelock St, West Perth, WA 6005 |
Note: In some instances your broker may also be fulfilling the role of the Complaints Officer. This will not affect the capacity to have your complaint dealt with appropriately.
By using our internal complaints process we hope to assist you to resolve your complaint quickly and fairly. The maximum time frame in which to provide a written response to you is 45 days, although in pursuit of best practice and the reputation of our organisation, we aim to resolve these issues in a much shorter time frame.
Step 3
Although we try hard to resolve a customer’s concern in the most considerate and direct manner, if you are not completely satisfied after the above steps have been attempted, you still have other avenues available to resolve the dispute. This is then managed externally and independently.
This external dispute resolution (EDR) process is available to you, at no cost. Two EDR schemes may be listed below. This indicates that the Credit Representative and their authorising Licensee are both required to be members (independently) of an ASIC approved EDR scheme. Where a Credit Representatives EDR is displayed, please contact that EDR scheme in the first instance for complaint escalation.
EDR (Licensee) | EDR (Credit Representative) | |
Name | AFCA | AFCA |
Phone | 1800 931 678 | 1800 931 678 |
Address | Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001 | Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001 |
Need further information ?
Contact us on on 02 9121 6247 or submit your scenario online.
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Whether you’re a first home buyer looking at entering the market or an existing home owner looking at ways to save money on your home loan, we have you covered. We’ve put hundreds of hours of research into these guides to ensure you end up ahead, and it’s completely on the house.
So, why use Highline Lending for your home loan?
We meet for a consultation, obtain your supporting documents and proceed to structure and package your application for approval knowing exactly what the banks want to see. We also monitor your home loan post approval ensuring you’re home loan suits you and your financial position
We get paid a commission from our lenders as a result of introducing your business to them. Subsequently, our service is at no cost to you. Our commission does not affect your interest rate whatsoever, if anything, we’re in a position to get you a lower interest rate than the general public due to our relationships with our banks
With our many years experience in the industry, we’ve been exposed to both easy and complex loan scenarios. Each loan we process gets presented to over sixty financial institutions, ensuring we have explored all options possible and are able to provide a solution
The best interest rates just aren't good enough
Jye Smith6. May, 2022.An exceptionally personal service with care and attention taken for a complete novice like myself. I felt well supported and communicated with at each step.
Charul Lalchandani21. April, 2022.Thank you for being so wonderful and gracious to me during the entire process, Trae! We’re delighted to find you after sone bitter experiences with mortgage brokers. Thanking you from the bottom of our hearts for all of your help to get the loan and for assisting us with all of the papers. It has been a pleasure to work with you. You will always be my go-to! Cheers~
Sean O'Connor14. April, 2022.We were originally referred to Trae and Highline Lending by another trusted advisor. Trae cut through a lot of the issues in getting our finance sorted that we would just not have had time to do which probably would have stopped our purchase. Even if we had the time we would not have been able to work through them as effectively and efficiently as Trae did. Trae always came to us with solutions not problems - which was great. When one lender put up a roadblock at the last minute (sigh), Trae was already sourcing an alternate. I don’t remember lending ever being as hard as what our refinance and purchase was this time round because of all the barriers that are now in place with lending - but I know we would not have got it done if we did not have Trae and the team on our side. I cannot recommend Trae and Highline Lending enough. Sean
jacob Hill13. April, 2022.Trae was very knowledgeable and knew answers to all the questions we had. Each step was explained in depth as he guided us to a home loan that suited our needs. Trae took the time to find out what our future plans work to make sure we were able to pursue them once we had settled.
Paul Condran13. April, 2022.If you want to quickly get a home loan without wasting time with financial institutions, the professional and enthusiastic services from Trae at Highline Lending is what you need! He knows the lenders that will work for your situation. If issues arise with the process, they’ll help you through and provide alternative solutions. He also explains everything very well and patiently answered all our questions, so we wouldn’t hesitate to refer anyone to Highline Lending!
Katherine Uhila12. April, 2022.Thank you Trae and team This refinance was a certainty a challenge when all other lenders rejected me Trae took the challenge and made it happen. Trae is professional, patient and empathetic. Great outcome much appreciated. Recommend this service to all.
Richard Planca6. March, 2022.Very professional and provides a high level service. Is always available and committed in delivering the best results for his clients.
LX LXX13. January, 2022.Trae was referred to me by a good friend of ours even though we are based in Melbourne and Trae is in Sydney. We did everything online and it was super easy. Trae managed to get us a great new rate, allowing us to save some extra money - makes me a little frustrated that I didn't know about him years ago! Couldn't rate him higher and looking forward to continue working with him in the years to come. Allie & Michael
Ahmad Beydoun11. January, 2022.I've worked alongside Trae on many transactions with a number my clients over the last few years and I am glad to have had the opportunity to get a feel for how he works having just had my personal mortgage across the line. Trae's knowledge, enthusiasm and willingness to get things done is impeccable and the overall experience dealing with him has been second to none. We've dealt with many brokers previously and can say that his understanding of the industry is amongst the best. I cannot recommend him and his team more and I look forward to continuing working with him.
Adam Cole6. December, 2021.Trea from highland leading is great. Everything from simple information , product selection and advice right thru to Application process and Communication is above all of our expectations
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