Use this guide to understand why trail commissions may be missing or lower than expected, how to identify the cause and when to lodge a Commission Enquiry with the Commissions Team.
Before you lodge a commission enquiry
Check the following items first — most trail discrepancies can be identified without investigation from the Commissions Team.
Important:
Connective can investigate specific loan accounts, but cannot analyse your full commission book. Use the tools below to locate loans that require review.
Lender Policies
Step 1: Check lender policy rules
Different lenders apply unique trail rules. These may include:
first-year no-trail periods
stepped or pro-rata trail payments
reduced trail at certain LVR thresholds
balance-based trail (not loan amount)
product-specific conditions (e.g. insurance requirements)
You can review these under the lender’s commission information in the Research App in Mercury.
See also the Lender Rates and Clawback Information article.
Step 2: Use the Trail Variation Report
The Trail Variation Report highlights loans where trail has increased or decreased by a defined threshold. This helps you identify specific accounts for review.
To run the report:
Log in to Mercury Nexus.
Navigate to the Commissions app.
Select Trail Variation Report.
Set your filters (date range, threshold).
Launch the report and review the flagged loans.
Tip:
Use the loan ID from the report to cross-check the relevant commission statement quickly.
Checking your Statement
Step 3: Check your commission statement
Many trail discrepancies relate to loan status or balances. In the Commissions app, you can check:
discharged or closed loans
offset balance impact
arrears issues
comments from the Commissions Team
To review trail details:
Open the Commissions app.
Select Statements.
Choose the statement period where you see an issue.
Check the Arrears and Discharge tabs, or generate a Full Statement.
Review any comments explaining trail reductions.
Note:
Trail is calculated daily. February trail is typically around 10% lower because there are fewer days in the month.
Common reasons for missing or reduced trail
Trail may be reduced or missing because of:
large offset balances reducing the balance on which trail is calculated
loan discharge or closure
pro-rata payments in the first month after settlement
lenders that pay trail only from the second year
reduced trail at certain LVR thresholds
natural balance reduction as borrowers make repayments
lenders requiring ongoing conditions (e.g. insurance policies)
When to lodge a Commission Enquiry
Submit a Commission Enquiry if:
you have identified a specific loan where the trail appears incorrect
the discrepancy does not relate to lender rules or loan status
the statement comments do not resolve your concern
you believe an allocation or payment error has occurred
Submit using the Commission Enquiry process.
Need help?
If you need help understanding trail payments or identifying a discrepancy, contact your Partnership Manager or email [email protected].