Internal Dispute Resolution
IDR processes- Home Loan Solutions
This section describes our business approach to the management of complaints and the framework within the business that supports this.
Over IDR processes are aligned with our membership of the EDR scheme which is. Credit Ombudsman Services Ltd
We adopt the definition of ‘complaint’ in AS ISO 10002-2006, namely ‘an expression of dissatisfaction made to an organisation, related to its products or services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected’. This means we will treat informal complaints seriously and refer them to IDR unless they are resolved by the end of the next business day.
Complaints communication example- Home Loan Solutions
Our reputation is built on matching the appropriate product(s) to the individual’s requirements. We go to great lengths to ensure satisfaction with our services and offerings. However, there may be instances from time to time, where clients may be dissatisfied with the outcomes of our consultation process. If you have a complaint about the service that we provide, the following steps or avenues for resolution are available to you.
Complaints can be lodged by contacting Vesela McAuley, the Complaints Officer by:
• telephoning 08 9259 5626 or 0410 289 387
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 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.
This external dispute resolution process is available to you, at no cost. The details of our External Dispute resolution scheme are below: