Internal Dispute Resolution Process
AUSTRAL MORTGAGE INTERNAL DISPUTE RESOLUTION PROCEDURES
Complaints can be lodged by contacting Victoria Edema by
- telephoning 1300 30 30 99
- by fax 02 9994 8008
- by writing to Austral Mortgage Corporation P/L, Level 14, 309 Kent St, Sydney NSW 2000
- or by speaking to any representative of our business who will refer complainants to the Complaints Officer.
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.
Any complaint which is resolved to the customer’s satisfaction by the end of the next business day (starting from when the complaint was received) will not require the full IDR process to be applied. There is no need to capture and record the complaint or respond as set out below.
Investigating complaints at Austral Mortgage
The Complaints Officer will review the complaint carefully and promptly, taking such steps and reviewing such documents as a reasonable person would do.
Responding to complaints within appropriate time limits and referring unresolved complaints to an EDR scheme
The Complaints Officer will provide a written ‘final response’ to the complainant within 45 days (21 days where the complaint relates to default), which states:
- the final outcome of the dispute at IDR
- the right to take their dispute to EDR (no matter what the result of the investigation was at IDR)
- the name and contact details of your EDR scheme.
If the Complaints Officer is unable to give a final response within the specified period, the Complaints Officer will, before the end of the period:
- inform the complainant of the reasons for the delay
- advise the complainant of their right to complain to EDR
- provide the complainant with the name and contact details of your EDR scheme.
The NCC allows credit providers 21 days to consider hardship and postponement applications. At the end of that period, if there is no agreement, there will be no further time to handle the dispute at IDR, and the complainant must be referred to EDR.
When deciding about hardship or postponement applications, the Complaints Officer will give EDR contact details when:
- advising whether the claim has been agreed to; or
- the notification of variation to the credit contract is given within 30 days after the variation is agreed.
The complainant can go direct to EDR regarding disputes concerning hardship or
postponement which also involve issues with default notices.
Unless the statute of limitations is about to expire, legal proceedings will not be commenced or continued nor will any other enforcement action be taken during the IDR period and for at least 14 days from giving a final response.
Guiding Principles at Austral Mortgage
Visibility – We will take reasonable steps to ensure customers know about the existence of our IDR procedures and how to make a complaint or apply for hardship or postponement. This information will be readily available, not just at the time a consumer wishes to make a complaint or dispute. All staff who deal with customers, not just complaints or disputes handling staff only, should have an understanding of our IDR procedures.
Objectivity – We will address each complaint in an equitable and objective manner. Where possible, the complaint should be investigated by staff not involved in the subject matter of the complaint.
Charges – The IDR procedures are free of charge.
Confidentiality – We will keep information confidential.
Customer focused approach – We will be helpful, user friendly and communicate in plain English, showing our commitment to resolving complaints.
Commitment – We are actively committed to efficient complaint handling. Our procedures are published on our website.