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Internal Dispute Resolution Process

AUSTRAL MORTGAGE INTERNAL DISPUTE RESOLUTION PROCEDURES

Receiving complaints

Complaints can be lodged by contacting Victoria Edema by

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:

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:

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:

The complainant can go direct to EDR regarding disputes concerning hardship or

postponement which also involve issues with default notices.

Legal proceeding

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.

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