Broker Portal’s chat feature allows you and your registered support staff to connect with our teams and get assistance on a wide range of queries relating to your new and existing customers’ applications and home loans, including:
Before starting a chat, you can find the answers to many of your questions at any time, 24/7. Our digital resources are designed to support you manage your customers’ applications, queries and loans with ease. This includes our:
You’ll be able to chat to us for applications and existing customers that were originated by the brokers you’ve been registered for. If you have multiple logins to support different brokers, ensure you’re logged in on the correct profile before starting a chat.
If you only have one login for all brokers you support, you’ll be able to start a chat for any application or customer originated by those brokers.
When you have a query that you can’t find the answer to on our Broker Portal or Broker Help Centre, you can start a chat with our teams at any time. Our teams will respond to you and be available to chat directly with you during business hours.
Our team will be online Monday to Friday (excluding public and bank holidays) from 8:45am to 7:15pm (Sydney time).
Please note, when using chat in Broker Portal, you could be transferred to a specialist team (e.g. the Variations and Construction Payments teams), who may have different business hours. Typically, they’ll be available until 5pm.
There are three ways to start a chat in Broker Portal, either for:
When enquiring about a specific application, the best way to start a chat is to navigate to the specific application and then start the chat. Simply:
We’ll typically only be able to respond to queries related to one application or existing customer per chat. If you need to prioritise another application or customer, you’ll need to end the chat to start a new one.
For pre-formal application queries (not including credit-related queries), our team will be able to manage up to 3 application queries. Ensure you check Broker Portal for the information before starting a chat.
Before chatting with us, you can find answers to most of your questions quickly and easily on our Broker Portal or by searching in Broker Help Centre.
If you’re still unable to find the answer:
*Formally approved application queries should be directed to our panel solicitor, unless requesting to extend formal approval.
You’ll be able to start a chat at any time, without waiting for our team to be available. To ensure our teams can answer your query, it’s important to be clear and concise with who you’re requesting on behalf of and what you’re requesting.
Here is a guide to ensure our team can answer your query as soon as we receive it. You’ll need to provide:
Example: Hello, for APP-123456, Jessica Bown. May we please confirm if the inspection of the property for the final stage of the construction is now booked? And when it is expected to take place?
*Note: These details don’t need to be provided when you start the chat directly from the application in Broker Portal.
You’ll only be able to have one chat window open at any time. This allows us to provide you with the best possible service and give each enquiry the attention it needs quickly and efficiently.
To manage questions related to multiple applications or customers, you should first check our Broker Portal for any updates for the fastest response. Here you’ll find answers to commonly asked questions, including application status updates and existing loan information.
If you have another application or customer to discuss which is more urgent, you’ll need to end the chat and start a new chat.
If you already have an active chat open with our teams and you need to ask about another application or customer, you’ll need to end the chat to start a new one.
If you ended the chat by mistake, we’ll give you the option to return to the active chat before ending it.
Once a query has been resolved, chats can be ended or closed by either:
Once we’ve resolved your query, you can end the chat. You may also wish to do this to enable you to start a new chat for another application or customer.
To end a chat:
Note: Once you’ve ended the chat, you’ll no longer be able to view the conversation.
Our team may also end the chat with you if we believe the query has been resolved or we’ve not received a response in a reasonable time frame (e.g. 24 hours).
Before ending the chat, we’ll typically send a message to confirm we’ll be ending the chat because we’ve either:
If we’ve ended the chat, while you’re logged in to Broker Portal, you’ll still be able to see the conversation, although you’ll need to start a new chat to speak with us again. If you’ve logged off or your Portal session has timed out after receiving our response, the chat history won’t be available once we end the chat.
Note: it’s recommended to end the chat with us once we’ve answered your query.
Our response times will vary depending on when you sent a query to our team. If you’ve sent a query:
Typically, you’ll have 24 hours to reply to our chat once we’ve responded.
If you’ve started a chat outside of business hours (e.g. on Saturday morning) the chat won’t time out if we haven’t responded yet.
Once our team is back online during business hours, we’ll respond to the request and then you’ll have 24 hours to respond before the chat times out.
If we’ve responded before close of business on Friday (i.e. prior to a weekend), the chat will usually time out before the next business day (i.e. Monday), if we haven’t heard back from you.
If you’d like to continue the conversation about the application or customer, start a new chat and our team will have a record of the previous conversation and will be able to continue the conversation.
While you wait for a response from our team, you can minimise the chat window so it doesn’t interfere with any content you’re viewing on the Broker Portal.
Click the button on the chat window to minimise the window, and the chat with us button to expand it again.
If we respond while you’ve minimised the chat window, you’ll see:
Navigate back to the Broker Portal tab and expand the chat window to view the message from our team.
When you open a chat, you’ll be asked to allow notifications within the chat. Your browser may also have a pop-up window asking you if you’d like to allow notifications for this site. Select Allow notifications to be notified promptly within your browser when our team has responded to your query.
If you’re not receiving notifications, check your browser settings as you may have previously not allowed notifications for the Broker Portal.
Chat history or transcripts aren’t available once you end the chat. Also, if you log off from Broker Portal and our team has ended the chat or the chat has timed out while you’re logged off, you won’t be able to see the previous messages.
To save a copy of your chat for future reference:
Alternatively, you could take a screenshot of your chat.
Your existing Macquarie customers can use chat in Macquarie Online Banking or the Macquarie Mobile Banking app for many of their general and home loan needs, including:
For more information for customers, see our Personal Help Centre article.
We value your feedback and are always evolving to ensure we continue to support you and your customers.
When ending a chat, you’ll be asked to rate your experience. If you have time, please provide commentary on what went well or what we could improve. We’ll continue to monitor and use your feedback to help evolve your experience.
Your browser’s security settings may impact the availability of chat. If you have your browser on a more restrictive third-party cookie policy, such as Chrome Incognito mode or Microsoft Edge Balanced tracking prevention setting, the functionality may be impacted.
If chat isn’t working, check your browser security settings and enable third party cookies for the Macquarie Broker Portal site, then start a chat. Alternatively, you may need to log in on another device to chat with us.
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