to provide the best possible service to its clients.
We understand how important it is to protect your
commitment in respect of personal information that you may provide to us.
we recognise that any personal information we may collect about you will
only be used for the purposes indicated in our policy. It is important to
us that you are confident that any personal information we collect from
you or is received by us, will be treated with
appropriate respect ensuring protection of your personal information.
Our commitment in respect of personal information is
to abide by the National Privacy Principles for the protection of
personal information, as set out in the Privacy Act and any other
When we refer to personal information we mean
information from which your identity is apparent. This information may
include information or an opinion about you, from which your identity can
reasonably be ascertained.
Why we collect your personal
We collect personal information from our clients and
or from other organisations in order to conduct our business, in
submitting loan applications. We would like to keep you up to date with
information on current issues that we feel may be of importance to you,
including products and features, credit policies and special promotions.
From time to time we may provide newsletters or other forms of
communication to maintain our business relationship with our clients.
We may disclose your personal information to any
organisations involved with providing credit to you, or that provide products or services used or marketed by
us. The types of organisations to which we are likely to disclose
information about you include mortgage aggregators, lenders that we
introduce loans through, mortgage insurers, credit reporting agencies,
relevant real estate agents, accountants, lawyers and property valuers. We may also disclose your personal
information to any other organisation that may have or is considering
having an interest in our business.
How do we collect your personal information?
Where reasonable and practical we will collect your
personal information only directly from you, through our brokers or from
Your provision of information to us over this
website constitutes consent to these terms.
To whom will we disclose your
Where possible, we will inform you, at or before the
time of collecting your personal information, the types of organisations
to whom we intend to disclose your personal information. We do not sell
our client lists to third parties and will not disclose personal
information about you to any person outside the group except on a
confidential basis to our panel of lenders, and agents that we may use in
the ordinary operation of our business such as for data processing,
printing or mailing.
From time to time we may use your personal
information to provide you with current information about mortgage loans,
special offers you may find of interest, changes to our organisation, or
new products or services being offered by us or any company we are
associated with, seminars, and conventions.
If you do not wish to receive marketing information,
you may at any time decline to receive such information by contacting us
on 1300100 500 or by email. We will not charge you for giving
effect to your request and will take all reasonable steps to meet your
request at the earliest possible opportunity.
Updating your personal information
It is important to our business relationship that
the personal information we hold about you is accurate and up to date.
From time to time we will ask you to inform us if any of your personal
information has changed. If you wish to make any changes to your personal
information, you may access our website, or use the contact details
Access to your personal information
We will provide you with access to personal
information we hold about you and you may request any additional personal
information we hold about you at any time. To access personal information
that we hold about you use the contact details above
How safe and secure is your personal
information that we hold
We will take reasonable steps to protect your
personal information by storing it in a secure environment, and when the
information is no longer needed for any purpose for which the information
may be used or disclosed, it will be destroyed or permanently
de-identified. We will also take reasonable steps to protect any personal
information from misuse, loss and unauthorised access, modification or
You may request further information about the way we
manage your personal information by contacting us by mail or email.
We are constantly reviewing all of our policies and
attempt to keep up to date with market expectations. Technology is
constantly changing, as is the law and market place practice. As a
Dispute Resolution Policy
are committed to meeting if not exceeding our clients’ expectations
whenever possible. As much as we all dislike receiving complaints, we
recognise that dissatisfied clients have a right to complain and to have
their complaint handled quickly and directly. Clients who take the time
to complain may well still have confidence in us and want to continue
dealing with us.
Complaints are an opportunity to obtain feedback from clients about their
product or service experience. We use them as a way to assist us to
rapidly change service style and market focus to meet clients’
needs, maintain clients’ confidence and continuously improve our service and relationship with our clients.
are, in fact, a valuable and important part of ongoing business
relationships. They provide a flag to potential problems and
difficulties, and a repetition of complaints can indicate a recurring
systemic problem that needs immediate attention. They enable us to
provide solutions to any problems rather than have remedies imposed by an
The prompt resolution of complaints is a good indicator of whether we are
consistent and presenting the best possible image to clients and
prospective clients. It enables us to prevent disputes from becoming
staff must comply with our internal dispute resolution procedures.
do not charge a fee to consumers who make a complaint.
Our Complaints Contact Person is Angelo Dounis.
Ph: 1300 100 500
Complaints Contact Person is responsible for:
Dealing with and attempting to resolve all client
complaints which cannot be resolved by the providing clarification or
Advising clients of their rights to lodge
complaints with our external dispute resolution scheme;
Managing all disputes with clients;
Liaising with our external dispute resolution
Dealing with the MFAA and the MFAA Disciplinary
Tribunal as necessary.
Our Internal and External Dispute Resolution Procedures
We provide the following information about our internal and external
dispute resolution procedures:
display a leaflet publicising our external dispute resolution scheme in
our offices at all times ; we publish the name
and contact details of our Complaints Contact Person and a guide to our
Internal Dispute Resolution Procedure on our website; and we give a guide
to our Internal Dispute Resolution Procedure to any consumer who asks for
it or when they want to make a complaint of dispute.
will give you a written acknowledgement and 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 your
will when determining the appropriate remedy to take into consideration
all factors and the relevant codes of conduct and concepts of fairness
and relevant industry best practice.
will review our Internal Dispute Resolution Procedures every 3 years to
ensure our complaints system is operating effectively.