INTERNAL DISPUTE RESOLUTION SCHEME

In line with membership of the Credit Ombudsman Scheme Limited (COSL) and the MFAA Code of Practice we have produced an Internal Dispute Resolution Scheme (IDRS) to handle any customer complaints.

Our Charter on the Internal Dispute Resolution Scheme (IDRS) is included below. Every staff member, Principal and Consultant, needs to understand and follow the scheme procedures. The IDRS charter and process is also published on the AAA Mortgage Solutions website for Customer reference.

Attached below for your reference are links to web sites which provide the MFAA Code of Practice and also the COSL rules:

MFAA Code of Practice

Credit Ombudsman Service Limited Rules

Procedures

A customer may make a complaint in any format, telephone, letter, e-mail etc.

If you receive a formal complaint from a customer about service or product it must be
immediately escalated to a Complaints Officer. The Complaints Officers are:-

First point of contact for a complaint:

Complaints Officer -Joe Vancura (Head of Compliance & Risk Management)
Tel: (08) 8182 5555

Secondary contact for a complaint:

Deputy Complaints Officer – Anthony Vancura Tel: (08) 8182 5555

IMPORTANT –If you can not immediately get hold of a Complaints Officer you must take down and forward to the Complaints Officer , as a minimum amount of information :­

• Customers Name
• Customers Telephone number
• Description of the transaction and / or product that the complaint is related to.
  

You must also give the complainant the details of the Complaints officer and how to contact them.

The Complaints Officer must as soon as practicable respond to the complaint in the manner set out in our Scheme Charter.

Charter Follows

AAA Mortgage Solutions Pty Ltd Trading as AAA Mortgage Solutions

LOANS INTERNAL DISPUTE RESOLUTION CHARTER AND PROCESS

At AAA Mortgage Solutions we aim to provide the very best service for our customers, therefore in the event that you are unhappy regarding any part of our service, we have an internal resolution process in place to assist in satisfying any complaint. In addition to this scheme, AAA Mortgage Solutions Pty Ltd, through its membership of the MFAA, is also a member of the Credit Ombudsman Scheme Limited.

FIRST POINT OF CONTACT FOR A COMPLAINT:

Complaints Officer
Joe Vancura	(Head of Compliance & Risk Management)	Tel: (08) 8182 5555
Then	Deputy Complaints Officer
Anthony Vancura		Tel: (08) 8182 5555

The Complaints Officers are senior personnel in our organisation and have the necessary experience and authority to handle your complaint and make relevant decisions on outcomes.

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:

Post: Po Box 229, Salisbury SA 5108
Phone: (08) 8182 5555
Fax: (08) 8182 5500
Email: customerservice@aaams.com.au

Should you not be satisfied with the outcome of the Internal Dispute Resolution process you also have the option of contacting the Credit Ombudsman Service on:

Freecall: 1800 138 422
Phone: 02 9273 8400
Fax: 02 9267 3125
Email: info@creditombudsman.com.au

AWARENESS

AAA Mortgage Solutions ensures that at all times all staff and consultants who deal with (or are likely to deal with) customers, are aware of the name, title and telephone number of the Member’s Complaints Contact Officer and Deputy Complaints Contact Officer.

Each staff member or consultant is also instructed in how to transfer a Customer who has a complaint to our Complaints Contact Officer or Deputy Complaints Contact Officer; and what customer details to record if the Complaints Contact Person or Deputy Complaints Contact Officer is for any reason unavailable (this information will include a minimum of the name, telephone number, and description of the product or transaction to which the customers complaint relates). AAA Mortgage Solutions undertake not to charge any fee in respect to any complaint made.

INVESTIGATING A CUSTOMER’S COMPLAINT

A Customer’s complaint will not be investigated by the Complaints Contact Officer or Deputy Complaints Contact Officer if they are in any way involved in the subject matter of the complaint.

TIMELINESS

We will provide a written acknowledgement of receipt of your complaint promptly, unless the complaint is otherwise resolved in the meantime.

We will ensure that a substantive response is given to your complaint as soon as possible, but within thirty (30) days of receipt of your complaint.

If we cannot respond to your complaint within thirty (30) days, we will inform you of the reasons for the delay and of your right to refer the complaint to the Mortgage Industry Ombudsman Scheme.

We will have substantially responded to your complaint if we:

• (a) Accept the complaint and, if appropriate, offer redress, or
• (b) Offer redress without accepting the complaint; or
• (c) Reject the complaint.

WRITTEN RESPONSE TO A CUSTOMER

We will give you a written response to your complaint and the reasons for reaching a particular decision on the complaint and will adequately address the issues that are raised in your complaint.

Where practicable, our response will refer to applicable provisions in legislation, Codes, Standards or Procedures.

REMEDIES

If we accept your complaint and are of the view that it is appropriate to offer redress to you, that redress may be non-financial as well as, or instead of, financial. If we consider that a financial remedy is appropriate then we will provide compensation for any direct loss or damage caused.

We will, when determining the appropriate remedy, take into consideration the extent of loss or damage suffered by you, relevant legal principles, the MFAA Code of Practice and other relevant codes of conduct and concepts of fairness and relevant industry best practice.

DATA COLLECTION

We will keep data concerning your complaint in such form and manner as we think fit and will enable analysis according to:

• (a) Type of complainant;
• (b) Subject of complaint;
• (c) Outcome of complaint;
• (d) Timeliness of response.

So that we can identify any systematically recurring problems, we will as far as is practicable and relevant, classify complaints according to the particular provision of the MFAA Code of Practice alleged by you to have been breached.

Subject to legal constraints including constraints as to privacy, we will make available data collected in respect of your complaint to the Australian Securities and Investments Commission.

REVIEW

We will review our Internal Dispute Resolution Procedures every three (3) years to ensure that our complaints systems are operating effectively. This document was reviewed on 18/08/11.