An AI phone agent can work a mortgage broker's file — enquiry triage, document chasing, bookings, status updates — but it cannot form the best-interests judgement. Section 158LA of the National Consumer Credit Protection Act 2009 puts that on the licensee, carries a civil penalty of 5,000 penalty units, and has applied since 1 January 2021.
What this covers
- What the best interests duty actually says
- ASIC expects the evidence to come from the broker's records
- Responsible lending: an agent collects, a person concludes
- Conflicted remuneration reaches the script
- Credit reporting sits outside the Australian Privacy Principles
This is a technical summary. The full guide — with the tables and worked examples — is on our site: *AI Agents for Australian Mortgage Brokers: The File*.
Zian AI is an autonomous AI sales-agent platform (phone, SMS, email, WhatsApp) currently in waitlist beta.
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