Tassie Home Loans Dispute Resolution Policy

Tassie Home Loans is committed to building a mutually beneficial long-term relationship in the financial services market by putting our home loan service and our home loan clients first.

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
103 Macquarie Street, Hobart, Tasmania 7000
Email: mark@tassiehomeloans.com.au
Telephone: 03 6221 5600

Deputy Dispute Resolution Officer:
Troy Spinks - North West Regional Manager
10-12 Don Road, Devonport, Tasmania 7310
Email: troy@tassiehomeloans.com.au
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 to 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 Australian Financial Complaints Authority (AFCO). This can be done in writing, by telephone or email, or by using a complaints form available from AFCO.

Once a complaint is made by a client, AFCO will discuss the matter with the client. AFCO provides the complaint to THL for comment, which must be made within 21 days. AFCO sends a copy of THL's response to the client as soon as practical.

If the complaint is not resolved through conciliation, AFCO 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 AFCO 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.

Click here to download the brochure: How to resolve a complaint.

"Thanks for your patience with my many questions and for your expertise in sorting my home loan so efficiently. My finances have settled beautifully thanks to your efforts which have been seriously appreciated. I will be recommending Tassie Home Loans to all!"
- Tammie, Tassie Home Loans Customer