We value feedback
We value feedback on the products we offer, the service we provide and the staff who provide these products and services as a means of identifying opportunities to improve our service. If clients are not satisfied with any aspect of our products, processes or services, they should contact us.
Our branch staff will make every effort to resolve the client’s concerns. If our staff are unable to assist, they will refer the client’s concerns to their manager and if he or she cannot resolve them, the client may request that the matter be referred to either our Internal Dispute Resolution Officer or our Deputy Resolution Officer:
Dispute Resolution Officer:
Mark Jones – Chief Executive Officer
Trafalgar on Collins, 108 – 110 Collins Street, Hobart, Tasmania 7000
Telephone: 03 6224 2733
Deputy Dispute Resolution Officer:
Tara Karples – Financial Controller
Base House, Edward Street, Devonport, Tasmania 7310
Telephone: 03 6423 1255
The role of the Internal Dispute Resolution Officer is to investigate client concerns and to make a final decision with a view of resolving the matter satisfactorily, in accordance with our internal dispute resolution process. Our Officer has the authority to make a final decision and will notify the client in writing within 15 business days of being notified of the dispute.
Our internal dispute resolution process is free of charge to all our clients.
If the client does not agree with our Internal Dispute Resolution Officer’s final decision the client can refer the complaint to the Credit Ombudsman Service Limited (COSL). This can be done in writing, by telephone and writing, or by using a complaints form available from COSL.
Once a complaint is made by a client, COSL will discuss the matter with the client. COSL provides the complaint to THL for comment, which must be made within 21 days. COSL sends a copy of THL’s response to the client as soon as practical.
If the complaint is not resolved through conciliation, COSL will refer the complaint to the Credit Ombudsman. The Credit Ombudsman will decide what procedure to adopt in determining the complaint. This usually involves considering a complaint based on documentary evidence or, in exceptional cases, by holding a hearing. There is no charge to the client.
The COSL dispute resolution service is an important one as it aims to promote consumers’ confidence in dealing with lenders and mortgage brokers and good practice in the credit industry.
To Contact the Credit Ombudsman Service:
Consumer / Complaint Enquiries
9am – 5pm Monday to Friday AEST
Phone 1800 138 422 or 02 9273 8400
P O Box A252
Sydney South NSW 1235