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At Macquarie we’re committed to providing excellent service and outcomes for our customers and we expect the same of all those working with us. The Macquarie Support Staff Code of Conduct below sets out the minimum standards that we require all support staff assigned to assist Brokers and/or Broker businesses to comply with.
Please note: Macquarie considers support staff to be individuals who are directly employed or contracted by a Broker or a Broker’s office. Macquarie expects Support Staff to have been subject to due diligence checks including but not limited to background and employment checks.
If the below is not adhered to, there may be repercussions to your access to Broker Portal and/or your Broker’s accreditation.
1.1 I will always comply with all applicable laws (including the National Consumer Credit Protection Act and the Design and Distribution Obligations), regulations, regulatory guidelines, and industry codes of practice.
1.2 I will always act in an efficient, honest and fair manner, taking into account community expectations.
2.1 I will ensure that I look after my broker’s customers, and I will always put their needs above my own.
2.2 If a customer complains about my conduct, I will (i) advise my broker and/or aggregation group about the complaint and work with the group to promptly resolve it; and (ii) work with Macquarie where necessary to resolve it.
2.3 Depending on what is relevant to my role:
(i) I will only access Broker Portal for customers I have been allocated to and will protect their information to the best of my ability
(ii) I will only provide access to Broker Portal to users who require access to assist with managing brokers’ customers.
3.1 I will follow all procedures, policies and guidelines provided by Macquarie and will not claim to have any authority which I do not have.
3.2 I understand the importance of attention to detail, and I will not submit any information to Macquarie that I know or suspect to be false or misleading.
3.3 I will tell Macquarie immediately if I discover any information which would adversely impact Macquarie’s decision to make a loan to a customer.
3.4 I will tell Macquarie if anything arises that may negatively impact Macquarie, including any customer complaint about me or Macquarie.
3.5 I will not share my Broker Portal login details with anyone, including those I work with in the same office.
3.6 I will inform Macquarie immediately if I become aware of any cybersecurity or privacy event or risk.
3.7 I agree to receive marketing and other communications from Macquarie about its products and services as a condition to accessing Macquarie’s systems. I agree that such communications will not contain a means of unsubscribing.
3.8 I will not use Macquarie’s brand or logo in any way that might mislead or confuse any customer; I will comply with any terms and conditions notified to me by Macquarie; and I will promptly stop using logos or other brand assets if instructed by Macquarie.
3.9 I will act at all times in a professional, courteous, and respectful manner, including in my interactions with Macquarie staff.
I acknowledge that any breach of this Code of Conduct means that Macquarie may terminate my access to Macquarie’s Broker Portal and/or take further steps in connection with my breach.
This document has been prepared by Macquarie Bank Limited ABN 46 008 583 542 AFSL and Australian Credit Licence 237502 for use by accredited introducers only.