Dispute Resolution Process

Home 2 Home Loans Pty Ltd ("Home 2 Home") Dispute Resolution Process

Internal Dispute Resolution Process.

Receiving complaints

Complaints can be lodged by contacting Christopher Burtenshaw, the Complaints Officer by:

  • telephoning¬†07 5492 2680
  • Facsimile¬†07 5492 2680
  • e-mailing Chrisb@home2homeloans.com
  • Writing to P.O.Box 43, Ashgrove West, 4060, QLD

Or by speaking to any representative of our business who will refer complainants to the Complaints Officer.

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 Internal Dispute Resolution 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 fifth business day (starting from when the complaint was received) will not require the full Internal Dispute Resolution process to be applied and will not require a final written response unless:
- The consumer asks for a written response; or the complaint relates to hardship.

Investigating complaints

The Complaints Officer 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 External Dispute Resolution scheme

The Complaints Officer 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 Internal Dispute Resolution.
  • The right to take their dispute to External Dispute Resolution (no matter what the result of the investigation was at Internal Dispute Resolution)
  • The name and contact details of your External Dispute Resolution scheme.

If the Complaints Officer is unable to give a final response within the specified period, the Complaints Officer 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 External Dispute Resolution
  • Provide the complainant with the name and contact details of your External Dispute Resolution 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, the Complaints Officer 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

We will record all the information provided including our response in a tabular format which will enable us to have a clear record of the process that we have followed.

If the complaint discloses a systemic issue, the Complaints Officer will immediately bring the matter to the attention of the business owners.

The types of remedies available for resolving complaints or disputes

If a complaint is justified, the Complaints Officer 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.

The Complaints Officer reports directly to the business owners. The Complaints Officer will make a written report annually as a minimum. The Complaints Officer will ensure that these procedures are reviewed at least annually and a report on the review provided to the business owners.

Guiding Principles

  • Visibility We 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. All staff who deal with customers, not just complaints or disputes handling staff only, should have an understanding of our IDR procedures.
  • Objectivity We 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 We will keep information confidential.
  • Customer focused approach We will be helpful, user friendly and communicate in plain English, showing our commitment to resolving complaints.
  • Commitment We are 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 problems and trends.
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