Quick answer
Accountants, bookkeepers and advisers can ring a business lender to ask general questions about a client's situation without naming the client. To discuss a specific business in detail, the owner's consent is needed, and the owner usually has to join a call or confirm details before anything proceeds. Have the purpose, amount, timing, trading figures and property details ready, and agree beforehand what you're authorised to share.
Key points
- General, unnamed questions are fine without the client's consent.
- Discussing a named client's details needs their permission first.
- The business owner will need to speak with the lender before anything proceeds.
- Advisers often make the first call more efficient because the numbers are at their fingertips.
Can an adviser make the first call?
Yes, and it’s often a good idea. Accountants, bookkeepers and business advisers know the numbers better than most owners, and they tend to spot the technical questions early. business.gov.au even suggests that owners with complex finances consider bringing their accountant or adviser to a loan discussion.
What an adviser can say on the call depends on one thing: whether the client has agreed to their information being shared.
Two kinds of call
1. The general question, no names. You’re trying to work out whether something is possible before raising it with the client. For example:
“I’ve got a client, a company that’s traded for eight years, with about $90k of ATO debt on a payment plan. They own a warehouse with modest debt against it. Is a property-secured loan to clear the ATO realistic?”
Illustrative example only.
No names, no identifying details, no consent needed. The specialist can give you a sense of what’s workable and what they’d need to know.
2. The specific conversation. Once the client wants to look at options, the details become theirs to share. Before you ring with names, ABNs, addresses or figures, get the client’s agreement. A quick email from them saying “Please talk to Business Loan Hotline about finance for us” keeps everyone clear.
When the owner needs to be involved
However much groundwork an adviser does, some things only the borrower can do:
- Confirm they want to proceed. The decision to borrow is theirs.
- Complete identity checks. Required for every borrower, director and guarantor.
- Consent to a credit check, which only happens once they choose to go ahead.
- Sign loan documents, and any guarantee or mortgage.
- Speak with the lender. We’ll want a conversation with the owner before anything progresses, even if it’s short.
A practical approach many advisers use: make the first exploratory call alone, then set up a three-way call with the client to go through the options together.
What to have ready when you call for a client
| Item | Why it helps |
|---|---|
| Purpose, amount and timing | Sets the direction immediately |
| Entity structure (company, trust, partnership) | Determines who borrows and who guarantees |
| Recent trading figures or a management summary | Lets the specialist size unsecured options |
| Lodgement status and any ATO balance | Tells us which lenders will look at it |
| Existing business debts | Shows room for another repayment |
| Property details: owner, rough value, debt | Opens up secured options |
| The client’s own preferences | Some clients won’t use the family home; say so early |
Owners can check ATO balances and any overdue amounts in the ATO’s online services for business, and a tax agent acting for the business can usually confirm the figure, which makes the ATO question quick to answer.
Keeping the client in the loop
Clients appreciate knowing what’s been discussed on their behalf. After a general call, a short note to your client works well: what you asked, what’s likely to be possible, and what the next step would be. After a specific call, copy the client into any follow-up so they see exactly what’s been shared. It keeps trust intact and avoids surprises when the lender asks to speak with them directly.
Why advisers ring us
Advisers generally want three things from a lender call: a straight answer on whether something is possible, no pressure on their client, and confidence the client won’t be bombarded afterwards. That’s how we work:
- No credit check at enquiry stage, so exploring doesn’t leave a mark on the client’s file.
- One team, no lead farming. Your client’s details don’t go out to a list of lenders.
- A real specialist who can talk through structure, security and timing in professional terms.
A note on your client’s credit file
Clients sometimes worry about what’s on their credit report. Individuals in Australia can get a free copy from each credit reporting body every three months, or if they’ve been refused credit in the past 90 days. If there’s uncertainty about a past default, it can help for the client to check before a formal application. Our guide on questions to ask your accountant before a lender call covers the other side of this conversation.
Situations advisers commonly ring about
Accountants and bookkeepers tend to call us when a client is facing one of a handful of pressures. If it’s one of these, the linked scripts will help you frame the conversation:
| Client situation | Useful page |
|---|---|
| ATO debt building up, payment plan not keeping pace | What to say about owing the ATO |
| Several business debts squeezing cash flow | Talking about existing debts |
| Bank has declined or reduced a facility | When another lender said no |
| Equity in property, but not keen to use the family home | Describing property as security |
| Newer business with strong early trading | New business conversations |
If the client would like to go straight to the next step, they can lodge an enquiry online and name you as their accountant, so we know to include you.
Calling for a client? Go ahead
Ring 03 4059 1829 with a general question any time during Melbourne business hours. When your client is ready, they (or you, with their say-so) can lodge a 60-second enquiry and we’ll arrange the call. There’s no credit check when they first enquire, their details stay with one team, and a specialist handles it personally. The more accurate the figures you give us, the faster we can tell you what’s realistic.
Frequently asked questions
Can my accountant call a lender for me?
Yes. Your accountant can call to ask what's possible. To discuss your business in detail, you'll need to give them permission to share your information, and the lender will need to speak with you before anything proceeds.
Can I ask a hypothetical question about a client without naming them?
Yes. Questions like 'Could a client with ATO debt on a payment plan borrow against a commercial property?' are common and don't require consent because no identifying details are shared.
Does the client's consent need to be in writing?
A short email or message from the client asking you to speak with us about finance is the simplest way to keep things clear for everyone. We'll still confirm with the client directly before anything proceeds.
Can a bookkeeper send the financials instead of the owner?
Often, yes, once the owner has chosen to proceed and agreed to it. The owner still needs to complete identity checks and sign any documents.
What if the client doesn't speak English confidently?
An adviser the client trusts can help on a three-way call. We also cover options like phone interpreting on our page about interpreter and relay calls.