FAQs

Smartline Select™ Frequently Asked Questions

Smartline Select™ is available exclusively through your Smartline Adviser. Your Smartline Adviser can help manage the entire application and approval process. They’re your best source of information about Smartline Select™ and the application process to help ensure you get the home loan that’s right for you.

New Customers: FAQs

How can I apply for Smartline Select™?

Please contact your Smartline Adviser to apply and lodge your application.

What documents do I need to provide when applying?

When you discuss your home loan with your Smartline Adviser, he/she will inform you of the relevant documentation required to apply for a Smartline Select™ loan.

What’s the difference between a fixed and a variable rate home loan?

A fixed rate loan means that the interest rate, which applies to your loan, will stay the same for a fixed period. For example, if you take out a 3-year fixed rate home loan, the interest rate will be the same throughout the 3 year fixed rate term, which means you know exactly what your repayments will be during that term. A variable rate loan means that the interest rate may change from time to time throughout the life of the loan.

Current Applicants: FAQs

Smartline Select™ is available exclusively through Smartline Advisers. Your Smartline Adviser can help manage the entire application and approval process. They’re your best source of information about your application..

Who do I speak to about Smartline Select™?

Please go to the Contact Us page

Current Customers: Post-Settlement FAQs

Who do I speak to about my Smartline Select™ loan? How can I contact Smartline Select™?

You can contact the CustomerCare team on 1300 543 558 from 8:00am-8:00pm (AEDT) Monday to Friday for queries on your loan. Or to contact a Smartline Adviser, please go to the Contact Us page

What happens to my extra funds at settlement?

Surplus funds will be made available as set out in the Direction to Pay form you sign.

When will I receive online access and a Smartline Select™ Debit Card?

Your online access details for StarNet will be mailed to you within 5 days of settlement. If you requested a Smartline Select Debit Card at the time of application, the Debit Card and PIN for the card will be sent to you within 10 days of loan settlement in two separate letters for your security.

How can I find out the amount of funds I have available to redraw?

You can check your loan account via StarNet or StarCall to view your available redraw^ amount anytime or call the CustomerCare team on 1300 543 558 from 8:00am-8:00pm (AEDT) Monday to Friday.

Can my redraw be transferred into any account?

No. Any redraws^ you request can only be paid into the linked account that you nominated on your Direct Debit Request form.

Can I make a deposit into my loan at a NAB Branch?

Yes. You will need to complete a deposit slip with the BSB and account number we give you in your Welcome Pack. A fee applies to manual transactions.
Note: The teller will not have access to your loan account details in the loan systems. You can ask the teller to treat the deposit as a “back office” transaction. If there is any confusion, ask the teller to call CustomerCare on 1300 543 558 to assist.

How can I make additional repayments on variable rate loans?

Electronically via StarNet or StarCall:
– You can set up one off or ongoing payments on StarNet or via StarCall at any time, at no cost.

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:
– By email to smartline@mycustomercare.com.au
– By post to Advantedge Financial Services Pty Ltd CustomerCare, P.O. Box 626, Collins Street West, Melbourne VIC 8007

A fee applies to manual transactions. Additional payments made electronically do not attract a fee.

How do I request a recalculation of my repayments?

Please complete the Repayment Request form and return the completed form to the CustomerCare team:
– By email to smartline@mycustomercare.com.au
– By post to Advantedge Financial Services Pty Ltd CustomerCare, P.O. Box 626, Collins Street West, Melbourne VIC 8007

Ongoing additional payments made electronically do not attract a fee.

How do I increase my loan amount?

Contact your Smartline Adviser to arrange an appointment to discuss your request#.

How can I redraw on my vacant land / construction / fixed rate loan?

Redraw is not available on fixed rate loans. Any available redraw^ on construction and vacant land loans can only be accessed by completing the Redraw Requests & Transfers form and returning the completed form to the CustomerCare team:
– By email to smartline@mycustomercare.com.au
– By post to Advantedge Financial Services Pty Ltd CustomerCare, P.O. Box 626, Collins Street West, Melbourne VIC 8007

How can I change my repayment frequency?

You can change this in StarNet. Alternatively, please complete the Repayment Request form and return the completed form to the CustomerCare team:
– By email to smartline@mycustomercare.com.au
– By post to CustomerCare, P.O. Box 626, Collins Street West, Melbourne VIC 8007

Ongoing additional payments made electronically do not attract a fee. You can also provide a letter requesting the change, signed by all borrowers, and send it to the CustomerCare team by email or post as shown above.

^ Subject to loan terms, you can redraw additional payments on your variable rate loan. Fees apply to manual redraws. Please see the Smartline Select™ fees and charges guide for more details. # Fees and charges (such as variation fees, Government charges, lender’s mortgage insurance), and credit criteria may apply. § Not available on Interest Only loans. Smartline Select™ products are funded by the Advantedge Residential Loan program. AFSH Nominees Pty Ltd (AFSH) ACN 143 937 437 Australian Credit Licence 391192 is the program lender and Advantedge Financial Services Pty Ltd (Advantedge) ACN 130 012 930 Australian Credit Licence 391202 is the program loan servicer. The program is funded under arrangements with National Australia Bank Limited (NAB). Each of AFSH and Advantedge are members of the NAB Group. NAB does not guarantee the obligations of its subsidiaries. Smartline Select™ is distributed by Smartline Home Loans Pty Ltd ABN 38 085 370 270 Credit Representative 381913 of Smartline Operations Pty Ltd ABN 86 086 467 727 Australian Credit Licence Number 385325.

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