Complaints
We encourage you to let us know if you are unhappy regarding any aspect of our service. Any feedback will be dealt with by the Mortgage Aid Internal Dispute Resolution Process (IDR) in the first instance and then referred to the Credit Ombudsman Service Limited (COSL) for further dispute resolution in accordance with the COSL rules regarding the handling of disputes.
In the first instance contact our Complaints Officer
Kim Jones
E-mail: kim at mortgageaid
Tel: +61 (7) 3801-4144
The complaint need not 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:
Po Box 7144 Loganholme, QLD 4129
E-mail: kim at mortgaeaid.com.au
Fax: +61 (7) 3801-4155
Impartiality
The Complaints officer is also the Settlements Manager, thus she is usually not directly involved in the transaction which is the subject of a complaint. (If she is involved then in all cases a Comapny Director will act on behalf of Mortgage Aid).
Kim along with a Director has the authority to act on behalf of the company to resolve the matter immediately.
Timeliness
We will promptly acknowledge the receipt of your complaint in writing, unless the complaint is otherwise resolved in the meantime. We will also ensure that a substantive response is given to your complaint as soon as possible, but within fourteen (14) days of receipt of your complaint.
If we cannot respond within this time we will inform you of the reasons for the delay and of your right to refer the complaint to COSL.
Remedies
We will, when determining an appropriate remedy, take into consideration the extent of loss or damage suffered by you, relevant legal principles and codes of conduct, concepts of fairness and relevant industry best practice.
Under the Mortgage Aid policy, the Complaints Officer along with a Director has complete authority to handle your complaint and you can be assured that any complaint will be thoroughly looked into and dealt with expeditiously.
COSL Rules
Please be aware as Mortgage Aid is a member of COSL and you have every right to refer any complaint to COSL, but COSL can only asses your complaint once our own Internal Dispute Resolution Process has been completed (IDR).
Also you should make yourself aware what complaints COSL can and does not handle
Click here for COSL
