Follow these simple steps to register and gain instant access to our new and improved Loan Enquiry platform.
We recently launched the Visa Loan Access Card issued by Cuscal. The Visa Loan Access Card replaces the existing Westpac Loan Access Card.
We are committed to ensuring our services meet your expectations, we value and encourage your feedback regarding how we are performing. If you would like to compliment one of our staff or have a suggestion on how we can improve, please let us know. Sometimes though, we may get things wrong and if we have, we need you to tell us and give us the opportunity to put things right.
Our Customer Care team is available to assist you Monday to Friday between 9:00am – 5:30pm (AEST).
Monday to Friday
9:00am to 5:30pm AEST.
Customer Care
customercare@statecustodians.com.au
Financial Assistance
financialassistance@resimac.com.au
Monday to Friday
9:00am to 5:30pm AEST
It takes 24 – 48 hours, not including weekends, for funds to appear in your external transaction account. Keep in mind that redraws are processed each business day at 2.30pm. Any requests made after this time will be processed on the next business day.
An offset account can be setup over the phone. Just call our Customer Care team on 13 72 62 and they will take care of it for you. Click here for further details on how the offset account works.
Your settlement letter will contain a BSB and account number for the loan or offset portion you wish the funds to be credited into.
The annual fee is due each year on the date your loan settled. It is direct debited from the bank account that is linked to your loan. Specific details can be found when you login to Loan Enquiry.
Select the "New User" option in Loan Enquiry and enter your 9 digit loan number. The first 4 digits are entered in the first loan number field and the remaining digits in the second field. Answer the remaining identification questions and an activation email will be sent to you. If you have any issues call Customer Care on 13 72 62.
If you are looking to refinance a loan from another lender or to fund a new property you are purchasing, you can apply using our online application.
Follow these simple steps to register and gain instant access to our new and improved Loan Enquiry platform.
We recently launched the Visa Loan Access Card issued by Cuscal. The Visa Loan Access Card replaces the existing Westpac Loan Access Card.
Whether you’ve come into some money, you’re looking to sell, or you are considering refinancing, contact our friendly Customer Care team to discuss ways we can assist you with any change.
Whether you are looking for a top up, a change to your payment choices, or a variation to your loan, the forms you need are available online for you to download.
Sometimes, we may get things wrong and if we have, we need you to tell us and give us the opportunity to put things right. If you’re unhappy about something we’ve done or maybe haven’t done, we have a Customer Assist team who are here to assist you.
How long does it take?
Where possible, we’ll resolve your concern on the spot however, depending on the nature of the issue, this may take up to 15 business days. If we need more time, we’ll let you know and we will keep you informed on the progress of your complaint at least every 10 business days.
If you are not happy with our response
If you are unhappy with our attempt to resolve your application for hardship, you may refer the matter to the Australian Financial Complaints Authority (AFCA).
AFCA is an independent external dispute resolution scheme for financial services approved by the Australian Securities and Investments Commission. As a member of this scheme we are bound by its determinations about a dispute.
External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.
AFCA can be contacted as below:
Mailing Address: GPO Box 3, Melbourne VIC 3000
Telephone: 1800 931 678
Fax: 03 9613 6399
Website: www.afca.org.au
Please note that before the Credit and Investment Ombudsman can investigate your complaint, they do require you to have first provided us with the opportunity to address your concerns. External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.
