Managing your loan

You can set up a Pay Anyone account using our online money management service Firstmac Money. Just log in to your account and hover your cursor over the “Manage” tab, and then select “Personal Payees” from the drop down list. As a security measure, we will send you an SMS activation code that must be entered before you can send any money to the new payee. If you don’t have a mobile phone signal to receive the SMS activation code, please contact our Customer Care Team on 13 12 20 (7am-7pm Monday to Friday) and we will send you a form to set up a new Pay Anyone account.

To access Firstmac money visit https://money.firstmac.com.au/Account/Login or click the Login icon in the top right hand corner of the website. If not, give us a call on 13 12 20 from 7am to 7pm AEST Monday to Friday and our staff can set you up.

To access your current interest rate please log into Firstmac Money. Select the "Accounts" tab, then click on "Account/ BSB Details" (written in small text on the right hand side of the screen, next to the available balance figure.) A pop up will appear showing your current interest rate and other repayment details.

You can check your redraw offset facility balance using our online service Firstmac Money, by clicking on the “Accounts” menu and selecting the account. If you are making weekly or fortnightly payments, the available redraw offset facility balance may include some money that you need to leave in the account for your next monthly repayment. Alternatively, you can contact our Customer Care team on 13 12 20 (7am to 7pm AEST Monday to Friday). We’ll be happy to help.

You can setup a Pay Anyone account using our online finance management service Firstmac Money. Just log in to your account and hover your cursor over the "Manage" tab, and then select "Personal Payees" from the drop down list. As a security measure, we will send you an SMS activation code that must be entered before you can send any money to the new payee.

If you don’t have a mobile phone signal to receive the SMS activation code, contact our Customer Care team on 13 12 20 (7am-7pm AEST Monday to Friday) and we will send you a form to set up a new Pay Anyone account.

If you’re making Interest Only repayments, then your repayments will be monthly. If you’re making Principal and Interest repayments, then you have the option to choose between weekly, fortnightly, or monthly payments. To discuss your repayment options further, please contact Customer Care team on 13 12 20 (7am -7pm AEST Monday to Friday). We’ll be happy to help.

Customer with Principal and Interest accounts can view their next repayment amount using our Firstmac Money service, by clicking on the “Accounts” menu and selecting the loan account. Viewing your next repayment amount online is not available for Interest Only accounts.

All customers can find out their next repayment amount by contacting our Customer Care Team on 13 12 20 from 7am to 7pm AEST Monday to Friday. We’ll be happy to help.

Yes, as long as you have available funds in the redraw offset facility. You can redraw on your variable home loan direct or you’re everyday redraw offset facility. You cannot redraw funds from a fixed rate facility.

Additional repayments into a fixed home loan are allowed up to a maximum of $10,000 per annum. There is no redraw or offset available unless there is a variable split.

With fixed rates there can be a rate-break fee. It depends upon how your fixed rate compares with the current rate. If you want to break a fixed rate agreement after rates have gone down, there will be a cost. If they have gone up, there may be no cost.

As nominated by you on your direct debit form returned with the documents pack, in accordance with your loan aggreement. Our Customer Care team will also confirm your repayment dates when calling you at loan settlement.

Yes, you can split your home loan to have both variable and fixed interest rate components. Please call or email our Customer Care team on 13 12 20 (customercare@firstmac.com.au) to discuss splitting your loan.

A monthly Principle and Interest repayment is calculated with reference to the loan term, the interest rate and the amount of debt outstanding.

Each repayment is calculated to cover the interest amount charged and the remainder will reduce the principal/balance of the loan.
Fortnightly and weekly loan repayments are based half or quarter of the monthly repayment amount.

Please call our Customer Care on 13 12 20 between 7am to 7pm (AEST) Monday to Friday to set your repayment. This can be the minimum repayment required, or a higher sum of your choice.

If you have a Principal and Interest loan, you can select weekly, fortnightly or monthly repayments. If you have an Interest Only loan, repayments must be made monthly.

Yes, please call Customer Care on 13 12 20 between 7am to 7pm AEST Monday to Friday to arrange the payout of the Home Loan. Our team will provide you with indicative payout figures and guide you through the process.

There are no fees associated with viewing transactions, transferring funds, dowloading transaction lists or scheduling payments. There is a $10.00 fee for ordering statements if you require one outside of the statements provided.

Call our Customer Care Team on 13 12 20 (Monday to Friday between 7am to 7pm AEST) and we will update your Direct Debit immediately.

High Livez

Contact us and we will email you the Product Disclosure Statement along with the application form.

The Firstmac High Livez is a unit trust which gives investors the opportunity to pool their money with that of other investors to achieve economies of scale.

An investment in Firstmac High Livez generally suits investors with a medium term investment horizon of 3 to 5 years.

Residential Mortgage Backed Securities (RMBS) are a type of Note or Bond that is secured by a pool of residential mortgages. An RMBS note is typically registered on Austraclear, a clearing and settlement system used in capital markets, and is able to be traded in the secondary market. An RMBS transaction will usually be issued in two or more separate tranches based on the priority of principal and interest payments.

The financial services provided by us and referred to in this FSG are:

Arranging the issue of financial products – arranging your application for the issue of Units in Firstmac High Livez – where we act on your behalf;

Proving general advice – providing general financial product advice about Firstmac High Livez – where we act on our own behalf; and

Investment management – managing the investments within Firstmac High Livez – where we act on behalf of Perpetual.

Potential conflicts may occasionally arise between your interests, our interests, and those of our related parties and other parties (including service providers appointed by us). As the holder of an Australian Financial Services Licence (AFSL), we have statutory and common law fiduciary duties to manage conflicts of interest, and if there is a conflict between your interests and our own interests, give priority to your interests. We have policies, procedures and organisational arrangements in place to manage conflicts of interest. Our Board is responsible for the management and resolution of conflicts of interest arising in relation to the operation of our financial services business.

Term Deposits

You can invest up to AUD $5 million dollars at the rate advertised on the www.firstmac.com.au website. If you have an investment amount larger than this we can provide you with a tailored rate specific to this larger amount.

No, you can open as many separate term deposits as you like.

You are not permitted to deposit additional money into a term deposit during the term. However, once the term is completed you can add funds for a new term.

Term deposits is a cash investment held at a financial institution for an agreed rate of interest over a fixed amount of time.

The minimum investment amount is AUD $5,000

Our standard terms are 30 days, 60 days, 90 days, 6 months, 9 months, 12 months, and 24 months. If you have a specific term in mind, such as 50 days, please advise our support staff and we will provide you with a rate for your specific term.

There are no set up costs applicable

Funds transfer - simply transfer funds from any Australian bank account using the Firstmac BSB (704 997), or

Direct debit - complete the direct debit request when you apply online for a term deposit. For this we require your BSB, account number, and date you would like us to debit your account.

Cheque - Please send to GPO Box 7001, Brisbane QLD 4001

You can choose to automatically reinvest the original sum plus the interest you have earned

You can add to your original deposit once it matures

You can withdraw the interest you have earned and elect to reinvest the principal, or

Don't reinvest and have the principal and interest paid to an external account

You can't make a partial withdrawal from your term deposit account. However, you can withdraw all your funds during the term if you wish but the interest rate applied will reduce (please refer to the Firstmac Deposits Product Disclosure Statement) https://www.firstmac.com.au/libraries/pdfjs/web/viewer.html?file=/media/PDF/Firstmac_Deposit_PDSs.pdf

Customer Care

Please call our Payments team on 1300 784 434 between 7am to 5pm AEST Monday to Friday for further assistance.

You can call Customer Care on 13 12 20 option 4. Our Customer Care team are based in Brisbane and is available from weekdays 7am to 7pm (AEST).

To learn about Comprehensive Credit Reporting (CCR), click here.

Firstmac Money is secured by Geotrust. SSL certificates from Geotrust® are the ultimate security and trust solution delivering both 256-bit encryption and the True Site™ trust mark providing third-party website identity validation. The presence of SSL means you can rest assured that communications (e.g. credit card numbers) between your browser and this site’s web servers are private and secure when the SSL session is activated.

Firstmac welcomes all feedback from all our customers. If you have a concern that can’t be resolved straight away, we will investigate your case and keep you informed of the progress.

If you have a complaint, please contact Firstmac at: customerrelations@firstmac.com.au

Firstmac has an Internal Dispute Resolution (IDR) process to investigate and respond to all customer complaints within 45 days. Our IDR process is detailed below.

Referral

When we receive a complaint, the matter is referred to a manager with the appropriate knowledge and authority to undertake the investigation.

Investigation

The manager completes a thorough investigation of your complaint and sources any supporting documentation if required. Once their investigation is completed, full details and results are returned to the Customer Relations team for assessment.

Response

Once we receive the completed complaint investigation, we will then provide the outcome of the investigation and the reasons for reaching that decision to you in the same way you contacted us whether that’s by post, fax, email (if submitted via our website), or telephone.

If you aren’t satisfied with our response to your complaint, you have the option to contact the Australian Financial Complaints Authority (AFCA) with your concerns.

Before you contact AFCA, you must give Firstmac the opportunity to investigate and respond to your complaint.
You can contact the Australian Financial Complaints Authority at www.afca.org.au or on 1800 931 678.

By calling in and speaking to someone in our payments team on 1800 651 898. You will need to complete a hardship application and return it with the relevant supporting documents within 28 days.

When we receive your hardship application we will contact you within 5 days. Depending on your personal circumstances, it may take up to 4 weeks to have a final outcome on your hardship application commencing from when we receive your hardship application, complete with the relevant supporting documents.