Dispute Process
Ratesonline.com.au Pty Ltd
INTERNAL DISPUTE RESOLUTION CHARTER AND PROCESS
At ratesonline.com.au 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 now have an internal resolution process in place to assist in satisfying any complaint. In addition to this scheme, ratesonline.com.au Pty Ltd is also a member of the Credit Ombudsman Scheme Limited.
FIRST POINT OF CONTACT FOR A COMPLAINT:Complaints Officer
Gill McLean - Tel: 1800 466 050
Then
Deputy Complaints Office
Julian Mattatia
Telephone 03 9585 80850
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:
Address: 706 Glen Huntly Road, Caulfield South 3162
Phone: 1800 466 050
Fax: 1300 886 137
Email: admin@ratesonline.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 422Phone: 02 9273 8400
Fax: 02 9267 3125
Email: info@creditombudsman.com.au AWARENESS
Ratesonline.com.au Pty Ltd 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 Person and Deputy Complaints Contact Person.
Each staff member or consultant is also instructed in how to transfer a Customer who has a complaint to our Complaints Contact Person or Deputy Complaints Contact Person; and what customer details to record if the Complaints Contact Person or Deputy Complaints Contact Person 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). Ratesonline.com.au Pty Ltd undertake not to charge any fee in respect to any complaint made.
INVESTIGATING A CUSTOMER'S COMPLAINTCustomer's complaint will not be investigated by the Complaints Contact Person or Deputy Complaints Contact Person if they are in any way involved in the subject matter of the complaint.
TIMELINESSWe 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 forty five (45) days of receipt of your complaint.
If we cannot respond to your complaint within forty five (45) 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.
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 the your complaint.
Where practicable, our response will refer to applicable provisions in legislation, Codes, Standards or Procedures.
REMEDIESIf 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, and other relevant codes of conduct and concepts of fairness and relevant industry best practice.
DATA COLLECTIONWe 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.
REVIEWWe 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 22/09/2010
