July 2025
The lowest-scoring attribute for ANZ was its call centre support (64 per cent), with many brokers saying that the offshore nature of the call centre support resulted in antisocial calls, breakdowns in communications, and delays. (Similar problems plagued Westpac during the peak pandemic years, but were vastly improved once the lender onshored 1,000 jobs – including mortgage processing – in 2021).
ANZ was most highly rated for its products and technology
1. Good self-employed policies
Several comments highlight ANZ’s good and excellent credit policies, particularly for self-employed applicants, making them a preferred lender for this segment.
2. Responsiveness and turnaround times (at times)
While inconsistent, some brokers report excellent timeliness and quality of service, indicating efficient turnaround times when the process works well.
3. Specific product offerings
The availability of cashback offers and their suitability for combined commercial and residential deals were cited as positive aspects, attracting brokers for these specific client needs.
1. Offshore credit assessment and support
Many brokers express frustration with credit assessors and support staff being located offshore, leading to communication difficulties, lack of understanding of Australian lending policies and systems, and inconvenient call times.
2. Inconsistent and poor-quality credit assessment
There was a recurring complaint about the inconsistency, lack of training, and poor communication skills of credit assessors, resulting in incorrect income calculations, unnecessary reworks, and delays in application processing.
3. Inefficient and outdated digital processes and customer onboarding
Brokers frequently highlighted issues with clunky broker portals, slow application turnaround times, and a cumbersome process for new customers to open accounts and manage their loans, including a lack of multiple offset accounts.
