Connective's file review and monitoring system looks at how your files align with the key regulatory areas: the National Credit Code (NCCP), Best Interests Duty (BID) and the Privacy Act. When the audit team completes a review of your files, you'll receive an email with feedback and any corrective actions required.
Important: Our audit findings fall into two groups: base level legislative requirements and Connective policy requirements. As a licence holder you are responsible for ensuring adherence to legislative requirements and setting your own additional policy requirements. For this reason, our findings are provided as feedback and recommendations only.
Accessing your file review results
Log in to Mercury Nexus CRM in your browser.
Click the Compliance tab on the left-hand side.
Click File review (top right). A list of the files reviewed will appear on the left-hand side.
Click on any file to view a summary of the opportunity and review results. You'll see all corrective actions on this screen.
Understanding corrective actions
Each corrective action in your file review will have an information icon next to it. Click the icon to access the relevant wiki page, which explains the review action and how to remediate it. If you’re still unsure, email [email protected].
Tip: You can also access review actions directly from the opportunity record in Mercury Nexus without navigating back to the File review tab.
Frequently asked questions
How will I know when a file review has been completed?
When the audit team finishes reviewing your files, you'll receive an email advising:
That the review has been completed
Whether corrective actions require your attention
The email will be sent to the broker who wrote the loans. If you'd like your responsible manager or principal owner to be cc'd on these notifications, contact [email protected] to arrange this.
Do I have to complete the corrective actions?
No, but completing actions raised is a quick way to ensure your files meet with base-level NCCP legislative requirements. The onus remains with the director/responsible manager to ensure policies are up to date, and loan files are compliant. Completing corrective actions helps demonstrate compliance and reduces risk.
Important: File audits assess alignment to NCCP, Best Interests Duty (BID) obligations, and Connective policy requirements for our credit representatives. Use this feedback to strengthen your compliance practices.
How do I notify the audit team that I’ve made changes?
If you'd like to update your files and have the compliance team review them again:
Make all required changes in Mercury Nexus.
Tick the Fixed checkbox for each file you've updated.
The compliance team will review your changes and follow up.
Note: Once you’ve ticked the ‘Fixed’ boxes, our audit team will validate the completed actions and respond to you, generally within 14 days. If any items remain outstanding, we’ll let you know via email that additional action is required.
Where the feedback suggests a bigger issue, what should I do?
Where feedback highlights something that may indicate systemic non-compliance or a potential breach, you should review additional files and follow your own due process, including lodging a breach report where required. As the licence holder, the onus remains with you (or your responsible manager) to ensure compliance across all your files – not only those reviewed here.
Is there a deadline to action the feedback?
No. Because this feedback is provided as recommendations only, there is no mandatory deadline. How and when you use the feedback is entirely at your discretion.
Can I get a copy or report of my review?
There is no downloadable report, however, the findings will remain visible in Mercury Nexus until they are fixed and validated by the Connective team. If you’d like a record for your own files, please take a screenshot of the review and corrective actions before marking them as fixed.
Need help?
If you need help understanding your file review results or have questions about corrective actions, email [email protected]