The environment that has been created by the COVID-19 pandemic within the general community - and the associated impact on services - requires that all parties make changes to the way that operations are maintained.

Given the recent spike in infections in NSW that has been widely reported, and based on consultation with external authorities, the MFAA has decided to shift to a remote workplace model. This will ensure our staff members’ wellbeing is protected and that we can continue to provide necessary membership services and represent our members during this period with as little disruption as possible.

We’ve been preparing for this response to the COVID-19 risk for some time under a well-practised business continuity program designed to ensure support for our people, our members, and our industry stakeholders.

This week the MFAA implemented workplace changes that will see most of our staff commence working remotely from Wednesday 18 March 2020. This will continue into the near future.

Here is some key information to assist you during this temporary change.

Contacting Member Services

From Wednesday 18 March 2020, the MFAA Sydney office will be closed to members and guests, unless there is an essential need. The majority of staff will be working remotely, however a core team will remain in the office to continue to ensure that services and communication systems are not materially impacted.

We ask that during this time, if you need to get in touch with us and your enquiry is not urgent, please email membership@mfaa.com.au If your enquiry is urgent, please call our regular membership line on 1300 554 817 from 8.30am - 5.30pm (AEDT), Monday to Friday. 

MFAA advocacy will continue

Whilst certain non-essential events have been postponed, all core MFAA activities will remain unaffected, including key industry advocacy activities which are continuing by teleconference. In this regard the MFAA is on track to make a submission on CP 327 and the Draft Best Interests Duty Regulatory Guidance which is due this Friday 20 March. We will provide further updates on our advocacy activities when appropriate.

MFAA events

As some of you may be aware, we have postponed the majority of our events scheduled in the next two weeks. This is in line with expert public health advice to ensure no one is unnecessarily put at risk. Other upcoming events will be considered in due course and we will advise as matters progress.

These measures are designed to ensure that the MFAA can continue to appropriately represent our members and keep essential services going during these uncertain times.

Using technology in your business continuation

Clearly as professional service providers, client contact is an integral part of your business. However, we urge you to utilise technology to the greatest extent possible to ensure you are adhering to the expert public health advice around social distancing, keeping 1.5 metres between you and other people whenever possible, while continuing to maintain good hygiene.

The use of technology in creative ways can also allow you to continue to move forward with clients and progress your business with them, which is vital in this time of restricted movement.

The onus is on all of us at times like this to act responsibly, particularly if you are showing symptoms of the virus. For up to date advice and information about what to do in these circumstances, visit https://www.health.gov.au/news/health-alerts/novel-coronavirus-2019-ncov-health-alert

Working with our partners

We know that face-to-face customer contact is required by certain lenders. The MFAA is working with the MFAA Lenders Forum and a number of aggregators to explore solutions/policy adjustments which we hope to be able to advise on in due course. In addition, it is obviously critical that lenders are able to continue to process the workflow during this period and we are encouraging them to provide information on their plans in this regard.

Ensuring your wellbeing

The introduction of social distancing or self-isolation could mean you or a colleague may be living with a tremendous amount of stress related to this crisis and its impacts.

As anxiety and uncertainty increase, we need to remember the importance of human connection.

Self-isolation doesn’t mean shutting ourselves off from the rest of the world. In fact, it’s quite the opposite. Isolation can cause emotional distress if social connection isn’t maintained in non-physical ways.

Along with picking up the phone, video conferencing, texting, messaging and emailing, above all, let’s remember we are ALL part of the community and stay connected to each other. If you’re struggling to cope, a colleague or a client are expressing distress, please know that Lifeline Australia is a vital link to assistance and we are advised it will continue to be regardless of possible enforced shutdowns, anytime of the day or night on 13 11 14. Lifeline Text is also available 6pm-midnight each night, (AEDT) on 0477 13 11 14.

Moving forward

The success of our industry has been built on the foundation of strong solutions and outcomes and particularly during challenging times. We have no doubt that brokers and industry partners will do everything possible to follow expert public health advice and be of maximum benefit to their customers, to help them navigate the coming weeks and months.

We look forward to continuing to provide you with professional support and thank you for your understanding in these unusual circumstances.