Our IDR processes are aligned with our membership of the EDR scheme which is, Credit Ombudsman Service Limited. 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.

Receiving complaints Complaints can be lodged by contacting John Fenn, the Complaints Officer by:
* telephoning 07-5537 8700
* e-mailing john@mortgageincentives.com.au
* writing to P.O.Box 1942, Southport Qld 4215
* or by speaking to any representative of our business who will refer complainants to the Complaints Officer.

The types of remedies available
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.

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. 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 my commitment to resolving complaints.
Commitment - We are actively committed to efficient complaint handling.
Analysis and Evaluation of Complaints - All complaints will be classified and then analysed to identify systemic recurring and single incident problems and trends.

Complaints communication
Our reputation is built on matching the appropriate product(s) to the individual’s requirements. We go to great lengths to ensure satisfaction with our services and offerings. However, there may be instances from time to time, where clients may be dissatisfied with the outcomes of our consultation process. If you have a complaint about the service that we provide, the following steps or avenues for resolution are available to you.

Step 1 - Most complaints arise from miscommunication and can usually be fixed quickly. So, please contact John Fenn first and tell him about your concerns.

Step 2 - We pride ourselves on the firm’s reputation, and want to ensure that all concerns and complaints are fully documented, investigated and resolved in a timely manner. So, if the issue is not satisfactorily resolved within 1 working day by talking with John Fenn, we will apply our internal complaints process to manage your complaint appropriately.
By using our internal complaints process we hope to assist you to resolve your complaint quickly and fairly. The maximum timeframe in which to provide a response to you is 45 days, although in pursuit of best practice and the reputation of our organisation, we aim to resolve these issues in a much shorter time frame.

Step 3 - Although we try hard to resolve a customer’s concern in the most considerate and direct manner, sometimes it may need to be referred to a dispute resolution scheme, which is external to our organisation. Therefore, if you are not completely satisfied after the above steps have been attempted, you still have other avenues available to resolve the dispute.

This external dispute resolution process is available to you, at no cost. The details of our External Dispute resolution scheme is below:
Credit Ombudsman Service Limited
Level 6 50 Park St, Sydney, NSW 2000
Phone 1300 780 808
Fax 02 9267 3125
Email info@creditombudsman.com.au
Web www.creditombudsman.com.au