Buying a home is a big step. The information below will help guide you through what’s next in the loan process, and how you can manage your home loan account. If you need further assistance, contact our CustomerCare team.
Loan approval and contracts
When: Approval day
Digital loan contracts issued
When: Day after approval day
Return your documents
When: Day after signed documents received
Settlement booked
Your settlement date will be confirmed through your solicitor or conveyancer.
When: Generally 2 business days before settlement
Loan settled
When: Settlement day
Account access
You will receive your online and phone account access details, StarNet and StarCall, by post.
When: 10 – 15 business days after settlement day
Welcome pack sent
You will receive a welcome letter detailing your loan account and repayment information along with a brochure detailing easy ways to manage your loan.
When: 10 – 15 business days after settlement day
Debit Card & PIN
When: 10 – 15 business days after settlement day
First loan repayment
Your first loan payment will be drawn from your bank account by direct debit a month after your loan settlement day.
When: One month after settlement day
What happens to my extra funds at settlement?
Any extra funds from settlement which you have requested to be retained in the loan will be accessible 5 business days after settlement. If you need access to these funds before you have received your StarNet online account access, you will need to complete a manual redraw form.
What can I do with StarNet and StarCall?
StarNet
StarCall
How can I find out how much redraw I have available?
You can check your available credit or redraw amount via StarNet and StarCall or alternatively you can contact the CustomerCare team on 1300 669 764 from 8:00am to 8:00pm (AEDT), Monday to Friday.
Redraw is only available on variable rate loans where you have made additional payments to your loan. Redraws are subject to the loan terms.
Can a drawing or redraw be transferred into any account?
No. Any drawings or redraws you request can only be paid into the linked account that you nominated on your direct debit request form.
How can I draw upon or redraw on my vacant land / construction / fixed rate loan?
Redraw is not available on fixed rate loans. Any amount available for drawing or redraw on construction and vacant land loans can only be accessed by completing the redraw requests and transfers form and returning the completed form to the CustomerCare team. You can change the repayment frequency on your loan at no cost.
Email to customercare@planlend.com.au
By post to CustomerCare, P.O. Box 626, Collins Street West, Melbourne VIC 8007
How can I get my first payment made on my construction loan?
Before your first payment can be made, we require the following documents on file as well as a completed progress drawdown request form and your builder’s invoice.
As part of our process, we will complete progress inspections at the base stage and at the hand over stage to make sure your build is on track.
How can I make extra loan repayments?
You can make extra loan repayments in three ways:
1. Electronically via StarNet or StarCall
You can set up a once-off or ongoing payments on StarNet or via StarCall at any time at no cost.
2. Contact the CustomerCare Team on 1300 669 764
3. Manual Transactions
Manual transactions can be made by downloading a copy of the repayment request form and returning the completed form to the CustomerCare team:
Email to customercare@planlend.com.au
Post to CustomerCare, P.O. Box 626, Collins Street West, Melbourne VIC 8007
A fee applies to manual transactions. Fees are subject to change and available by contacting CustomerCare.
How do I request for my repayments to be recalculated after I make an additional repayment to my loan?
Please complete the repayment request form and return the completed form to the CustomerCare team:
Call 1300 669 764 or email to customercare@planlend.com.au
Post to CustomerCare, P.O. Box 626, Collins Street West, Melbourne VIC 8007
Ongoing payment amendments do not attract a fee.
How can I change my repayment frequency?
You can change the repayment frequency on your loan at no cost by completing the repayment request form and returning the completed form to the CustomerCare team:
Call 1300 669 764 or email to customercare@planlend.com.au
Post to CustomerCare, P.O. Box 626, Collins Street West, Melbourne VIC 8007
Not available on Interest Only loans.
You can also provide a letter requesting the change, signed by all borrowers, and return it to the CustomerCare team.
How can I increase my loan amount?
Contact your mortgage broker to arrange an appointment to discuss your request. A new loan application will be required. Fees and charges (such as variation fees, Government charges, lender's mortgage insurance), and credit criteria may apply. Please check with your mortgage broker.
^ Redraw only available where you have made additional payments to your variable rate loan. Fees are incurred for manual redraws.
* Fees are subject to change and available by contacting CustomerCare.
# Fees and charges (such as variation fees, Government charges, lender's mortgage insurance), and credit criteria may apply.
§ Not available on Interest Only loans.