FAQs

You can add, amend, and delete direct debit details on your account under the 'Manage' tab in your Firstmac Money account. Alternatively, 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.

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 offset sub-account 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 offset sub-account 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.

Customers 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, you can redraw from your variable loan or offset-sub account, as long as you have funds available. Note if you are making weekly or fortnightly payments, the available balance may include some money you need to leave in the account for your next monthly repayment. You cannot redraw funds from a fixed loan.

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 Principal 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 your home Loan. Our team will provide you with indicative payout figures and guide you through the process.

There are no fees associated with accessing or using your online Firstmac Money account. This includes viewing transactions, transferring funds, or scheduling payments. You can also download interim statements for free under the 'Manage' tab in Firstmac Money.

A Target Market Determination is a document which sets out the target market for a financial product, as well as information regarding the distribution of that product. We’re required to have Target Market Determinations for each of our products under the Treasury Laws Amendment (Design and Distribution Obligations and Product Intervention Powers) Act 2019. Please contact us if you would like a copy of the Target Market Determination for any of our products.

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 3. Our Customer Care team are based in Brisbane and Manila, and is available from weekdays 7am to 7pm (AEST).

Australia is moving to a new system of Comprehensive Credit Reporting (CCR) which will give lenders a clearer picture of each applicant’s finances.

The new system has been put in place by the Federal Government so that lenders can make better decisions about who they give a loan to.

Learn more about Comprehensive Credit Reporting (CCR)

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 30 days. Our IDR process is detailed below.

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

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.

Please call our payments team on 1300 784 434 between 7:30am to 5:30pm AEST. You can also email us at collections@firstmac.com.au with any information you would like to provide to us, and we will arrange to contact you for a further discussion. We approach all customer requests individually and we want to understand your unique circumstances.

There are many reasons why someone might experience financial hardship. Financial hardship can be due to unforeseen circumstances or unexpected events, for example: cost of living pressures, bereavement, illness, unemployment, relationship breakdowns, family violence or natural disasters.

Your eligibility for support and the type of support available will usually be determined by assessing your income, expenses, and debts in order to help us understand your particular circumstances.

Once we have received your request for assistance:

• We will put any collection action on hold while we assess your application for assistance and until we have provided you with an outcome.
• One of our team members will review your application and contact you to discuss your individual circumstances.
• We will confirm the information within your application and may ask you to provide additional information or documentation in support, such as a statement of financial position, proof of employment or medical certificates, within 21 days. We will only request information that is reasonably necessary for us to assess and make an informed decision regarding your financial hardship application.
• Once you provide us with the information or documents we have requested, we will assess your application and provide our decision to you in writing within 21 days.
• If you don’t provide us with the requested information or documents by the due date, we will assess your application based on the information we already have and provide our decision to you in writing within the next 7 days.

If you think you may require more financial hardship assistance than you originally requested, please contact us as soon as possible. We will re-assess your situation together with you. We may recommend that you seek financial advice through a free service.

There are a range of services available that may be able to provide you with further information on how to manage your finances or provide you with some support or guidance.

ASIC – Money Smart

• https://moneysmart.gov.au/

National Debt Helpline

• 1800 007 007
• https://ndh.org.au/

Financial Counselling Australia

• 1800 007 007
• www.financialcounsellingaustralia.org.au/Home

1800RESPECT

• 1800 737 732
• www.1800respect.org.au

Lifeline

• 13 11 14
• www.lifeline.org.au

You can make a complaint at any time to our Customer Relations Team on 13 12 20 or email customerrelations@firstmac.com.au. You can find out more about our complaints handling process here - https://www.firstmac.com.au/complaints-policy

If you are not satisfied with our response or handling of your complaint, you may seek independent help from the Australian Financial Complaints Authority (AFCA).

The contact details for AFCA are set out below.
Australian Financial Complaints Authority:
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (freecall)
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001