Team Australia Mortgage Solutions P/L
Internal Dispute Resolution Procedure
Definitions
“We” refers to Team Australia Mortgage Solutions P/L- the Australian Credit Licensee
“I” refers to Paul Dwyer – the Complaints Officer
“Our” – as pertaining to Team Australia Mortgage Solutions P/L
Receiving complaints
Complaints can be lodged by contacting Paul Dwyer, the Complaints Officer by:
· telephoning – 03 5985 4306
· e-mailing – tgm2@bigpond.com
· writing to Team Australia Mortgage Solutions P/L, 60 Milton Rd. Rye, Vic. 3941
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
I 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
I 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 our EDR scheme.
If I am unable to give a final response within the specified period, I 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 our 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, I 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 involving hardship or postponement which also involve issues with default notices.
Legal proceedings
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.
Recording information about complaints and identifying and recording systemic issues
I will record information in the following tabular form (see pro forma over the page).
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Date of Complaint & Reference
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Name of Complainant
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Type (e.g., rates too high; didn’t disclose all fees; didn’t return calls)
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Acknowledged receipt on …
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Result of investigation(e.g., our mistake; client mistaken; to EDR for resolution)
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Complainant advised/Date
(Phone; Fax; Email ;Letter)
NB: keep copy of notification on file:
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20 November 2010
Complaint # 001
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Mary Wells
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“Didn’t return my call of November 15th regarding increase to loan”
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Phoned Mary Wells on 21st November 2010
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Our mistake: resolved the following day by return phone call
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21st November 2010, noted on client file about increase to loan amount and advised lender. Confirmed action by later phone call to Mary Wells
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If the complaint discloses a systemic issue, I will take immediate steps to ensure the issue is addressed.
The types of remedies available for resolving complaints or disputes
If a complaint is justified, I will recommend a solution comprising one or more of the following:
· an apology
· compensation
· vary contractual obligations
· a free service.
Internal structures and reporting requirements.
I will do my best to consider complaints fairly and equally. If I am unable to do so I will consider seeking outside assistance to resolve the dispute. I will review these procedures at least annually.
Guiding Principles
· Visibility – I 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. Any other staff who may be employed in the future and who deal with customers, not just complaints or disputes handling staff only, will have an understanding of our IDR procedures.
· Objectivity – I 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 – I will keep information confidential.
· Customer focused approach – I will be helpful, user friendly and communicate in plain English, showing my commitment to resolving complaints.
· Commitment – I am actively committed to efficient complaint handling. Our procedures are published on our website.
Analysis and Evaluation of Complaints – All complaints will be classified and then analysed to identify systemic recurring and single incident problem | 
