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Internal Dispute Resolution Process
Most complaints arise from miscommunication and can be quickly resolved, however if this doesn’t happen within 5 working days your concerns will be escalated to our Complaints Officer. The Complaints Officer is a senior person in our organisation that has the necessary experience and authority to handle your complaint and make relevant decisions on outcomes.
We will provide a written acknowledgement of receipt of your complaint promptly, unless the complaint is otherwise resolved in the meantime. We will ensure that a substantive response is given to your complaint as soon as possible, but within thirty (30) days of receipt of your complaint. If we cannot respond to your complaint within thirty (30) days, we will inform you of the reasons for the delay and of your right to refer the complaint to the Mortgage Industry Ombudsman Scheme.
Written response to a customer
We will give you a written response to your complaint and the reasons for reaching a particular decision, and we will adequately address the issues that are raised. Where practicable, our response will refer to applicable provisions in legislation, Codes, Standards or Procedures.
Should you not be satisfied with the outcome of the Internal Dispute Resolution process you also have the option of contacting the Australian Financial Complaints Authority on:
We will review our Internal Dispute Resolution Procedures every three (3) years to ensure that our complaints systems are operating effectively.
This document was reviewed on 07/04/2020.