Compliant or Dispute Process

What to Do Is You Have A Complaint or Dispute?

We are committed to providing our customers with the best possible service.  If at any time we have not met our obligations – or you have a complaint about any of our services – please inform us so we can work towards a resolution.  We will endeavour to deal with your complaint promptly, thoroughly, and fairly.

Step 1

Most complaints arise from miscommunication and can usually be fixed quickly. So, please contact your mortgage consultant first and tell them about your concerns.

Step 2

If the issue is not satisfactorily resolved within 5 working days by talking with your mortgage consultant, we will apply our internal complaints process to manage your complaint appropriately. In this instance, the complaint will be internally escalated to our Complaints Officer. You may also contact the Complaints Officer directly.

Complaints Officer

Name:	Dolly Brtan from Credit Corner
Address:	Suite J96 – 21 Hall Street Port Melbourne VIC 3207
Email:	dolly@creditcorner.com.au
Telephone:	(03) 9077 5401

Note: In some instances, your broker may also be fulfilling the role of the Complaints Officer. This will not affect the capacity to have your complaint dealt with appropriately.  By using our internal complaints process we hope to assist you to resolve your complaint quickly and fairly. The maximum timeframe in which to provide a written response to you is 45 days, although in pursuit of best practice and the reputation of our organisation, we aim to resolve these issues in a much shorter time frame.

Step 3

Although we try hard to resolve a customer’s concern in the most considerate and direct manner, if you are not completely satisfied after the above steps have been attempted, you still have other avenues available to resolve the dispute. This is then managed externally and independently.

This external dispute resolution (EDR) process is available to you, at no cost. Two EDR schemes may be listed below. This indicates that the Credit Representative and their authorising Licensee are both required to be members (independently) of an ASIC approved EDR scheme. Where a Credit Representatives EDR is displayed, please contact that EDR scheme in the first instance for complaint escalation.

Third Party Products & Service

If your complaint relates to a product or service acquired through a third party (for example, a lender) we may ask you to contact the relevant third party. They will deal with your complaint under their complaint’s resolution process.

If you are not satisfied with the resolution of your complaint by the third party under their complaint’s resolution process, you are entitled to have your dispute considered by their External Dispute Resolution Scheme. Please contact the third party for further details.

Still Not Satisfied?

If you do not think we have resolved your complaint to your satisfaction, you may take the matter – free of charge – to the relevant External Disputes Resolution Scheme (provided it is within the scheme’s terms of reference) as detailed below.  You may also refer the matter to the relevant External Disputes Resolution Scheme at any time, but if our internal process is still in progress, they may request that our internal processes be complete before considering the matter further.

Our external dispute resolution service provider, including that of BLSSA’s our head group is Australian Financial Complaints Authority (AFCA), which can be contacted via:

Company Name:	Australian Financial Complaints Authority (AFCA)
Mail Address:	GPO Box 3 Melbourne VIC 3001
Website:	www.afca.org.au
Online Complaint Form:	www.afca.org.au/make-a-complaint
Email:	info@afca.org.au
Telephone:	1800 931 678