Internal Dispute Resolution
Mortgage Express Internal Dispute Resolution Procedures
At Mortgage Express we aim to provide the very best service for our customers. In the event that you are unhappy regarding any part of our service, we have an Internal Dispute Resolution process in place to assist in satisfying any complaint. In addition to this scheme, Mortgage Express is also a member of the Mortgage and Finance Association of Australia and the Credit Ombudsman Service Limited.
Mortgage Express is authorised as a corporate credit representative (Credit Representative numbers 397234, 397514, 397386, 397387, 397296 and 398808) to engage in credit activities on behalf of BLSSA Pty Ltd (Australian Credit Licence number 391237) who may assist us in the investigation and resolution of your complaint.”
Should you have a complaint about our services, please contact:
| Complaints Officer | ||
| Andy Graham | GM – Mortgage Express (MX) | Tel: (0420) 277374 |
| Then: | Deputy Complaints Officer | |
| Doug Owens | GM – Mortgage Express (MX) | Tel: (0421) 057789 |
| Then: | BLSSA Pty Ltd Advice Complaints Officers | |
| Shannon Berk or Ingrid Gyles |
Complaint Officers | PO Box 626 Collins Street West, VIC 8007 Tel: 1800 014375 Fax: 02 8616 1918 Email: resolutions@BLSSA.com.au |
The Complaints Officers are senior personnel in our organization and in BLSSA Pty Ltd and have the necessary experience and authority to handle your complaint and make relevant decisions to outcomes.
The complaint does not need to be in writing and may be presented to us by any reasonable means, for example letter, telephone, email or in person.
You can also contact us on/at:
75-85 O’Riordan Street, Alexandria, NSW 2015
P (02) 9380 8665
F (02) 9380 8970
Should a complainant not be satisfied with the outcome of our investigation of their complaint they have the option of contacting the Credit Ombudsman Service Ltd (of which BLSSA Pty Ltd are members) on:
Freecall: 1800 138422
Phone: 02 9273 8400
Fax: 02 9273 8440
Email: info@creditombudsman.com.au.
AWARENESS
Mortgage Express ensures that at all times all staff and consultants who deal with (or are likely to deal with) customers, are aware of the names, titles and telephone numbers of our Complaints Officer and Deputy Complaints Officer.
Each staff member and consultant is also instructed in how to transfer a customer who has a complaint to our Complaints Officer or Deputy Complaints Officer; and what customer details to record if the Complaints Officer and Deputy Complaints Officer are for any reason unavailable (this information will include a minimum of the name, telephone number, and description of the product or transaction to which the customer’s complaint relates). Mortgage Express does not to charge any fee in respect to any complaint.
INVESTIGATING A CUSTOMER’S COMPLAINT
A customer’s complaint will not be investigated by the Complaints Officer or Deputy Complaints Officer if they are in any way involved in the subject matter of the complaint.
TIMELINES
We will provide a written acknowledgement of receipt of your complaint within five business days, 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 forty five (45) days of receipt of your complaint.
If we cannot respond to your complaint within forty five (45) days, we will inform you of the reasons for the delay and of your right to refer the complaint to the Credit Ombudsman Service.
We will have substantially responded to your complaint if we:
(a) Accept the complaint and, if appropriate, offer redress, or
(b) Offer redress without accepting the complaint; or
(c) Reject the complaint.
WRITTEN RESPONSE TO A CUSTOMER
We will give you a written response to your complaint and the reasons for reaching a particular decision on the complaint and will adequately address the issues that are raised in your complaint.
Where practicable, our response will refer to applicable provisions in legislation, Codes, Standards or Procedures.
REMEDIES
If we accept your complaint and are of the view that it is appropriate to offer redress to you, that redress may be non-financial as well as, or instead of, financial. If we consider that a financial remedy is appropriate then we will provide compensation for any direct loss or damage caused.
We will, when determining the appropriate remedy, take into consideration the extent of loss or damage suffered by you, relevant legal principles, the MFAA Code of Practice and other relevant codes of conduct and concepts of fairness and relevant industry best practice.
EXTERNAL DISPUTE RESOLUTION
If the complainant is dissatisfied with the Mortgage Express remedy, you have the right to take the complaint to an External Dispute Resolution company for further investigation.
The external Dispute Resolution Company contact details are the Credit Ombudsman Service Ltd (COSL). Contact details for COSL are:
Freecall: 1800 138 422
Phone: 02 9273 8400
Fax: 02 9273 8440
Email: info@creditombudsman.com.au
www.cosl.com.au
DATA COLLECTION
We will keep data concerning your complaint in such form and manner as we think fit and will enable analysis according to:
(a) Type of complaint;
(b) Subject of complaint;
(c) Outcome of complaint;
(d) Timeliness of response.
So that we can identify any systematically recurring problems, we will as far as is practicable and relevant, classify complaints according to the particular provision of the MFAA Code of Practice alleged by you to have been breached.
Subject to legal constraints including constraints as to privacy, we will make available data collected in respect of your complaint to the Australian Securities and Investments Commission.
REVIEW
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 1st January 2011
