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Internal Dispute Resolution

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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.

Step 1 
Most complaints arise from miscommunication and can usually be fixed quickly. So, please contact your broker first and tell them about your concerns.

Step 2 
We pride ourselves on the company’s reputation, and want to ensure that all concerns and complaints are fully documented, investigated and resolved in a timely manner. So, if the issue is not satisfactorily resolved within 5 working days by talking with your broker , we will apply our internal complaints process to manage your complaint appropriately. In this instance the complaint will be internally escalated to our Complaints Contact Representative:

Receiving complaints

Complaints can be lodged by contacting Vesela McAuley, the Complaints Officer by:

• telephoning 08 9259 5626 or 0410 289 387 
• e-mailing vesa@homeloansolutions.com.au 
• writing to 7 / 101 Collins Road Willetton 6155

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.

Step 3 
Although we try hard to resolve a customer’s concern in the most considerate and direct manner, sometimes it may need to be referred to a dispute resolution scheme, which is external to our organisation. Therefore, if you are not completely satisfied after the above steps have been attempted, you still have other avenues available to resolve the dispute.

This external dispute resolution process is available to you, at no cost. The details of our External Dispute resolution scheme are below: 
Credit Ombudsman Service Limited 
Level 6 50 Park St, Sydney, NSW 2000 
Phone 1300 780 808 
Fax 02 9267 3125 

Email info@creditombudsman.com.au 
Web www.cio.org.au 

 



Suite 7, 101 Collins Road, Willetton, Western Australia 6155
Phone 9259 5626 - Fax 9259 5625

Australian Credit Licence 389510
ABN: 50 104 943 142

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