A: Please contact your mortgage broker to apply and lodge your application.

A: When you discuss your home loan with your mortgage broker, he/she will inform you of the relevant documentation required to apply for Connective Home Loans Essentials.

A: A fixed rate loan means that the interest rate, which applies to your loan, will stay the same for the fixed rate 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 term, which means you know exactly what your repayments will be during that term. A variable rate loan means that the interest rate will change throughout the life of the loan.

A: 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 your broker, please go to the Contact Us page.

Effective from 31st May 2018, CustomerCare hours will be from 8.00am - 7.30pm (AEDT).

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

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

A: 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.

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

A: Yes. You will need to complete a deposit slip with the BSB and account number we give you in your Welcome Pack.

Note: The teller will not have access to your loan account details in the loan systems. Please explain to the teller that the deposit is a "back office" transaction. If there is any confusion, ask the teller to call CustomerCare on 1300 543 558 for confirmation of the process.

A: Electronically via StarNet or StarCall:

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

Manual Transactions¹:

- 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 connective@mycustomercare.com.au

By post to Advantedge Financial Services Pty Ltd CustomerCare, P.O. Box 626, Collins Street West, Melbourne VIC 8007

1.A fee applies to manual transactions. Ongoing additional payments made electronically do not attract a fee.

A: Please complete the Repayment Request form and return the completed form to the CustomerCare team:

By email to connective@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.

A: Contact your Connective mortgage broker to arrange an appointment to discuss your request. A new loan application will be required.^#

A: 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 connective@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. There are no fees for this service.

A: Please complete the Repayment Request form and return the completed form to the CustomerCare team:

By email to connective@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 return it to the CustomerCare team by email or post as shown above.