Internal Dispute Resolution (IDR) Process
Alternative Media Pty Ltd ABN 17149089716 trading as Home Loans Australia holds Australian Credit Licence 486326. Home Loans Australia are members of the Australian Financial Complaints Authority (AFCA).
Under the AFCA rules, AFCA require you to try to resolve your complaints with the member of AFCA (Home Loans Australia) first, through our IDR process.
Home Loans Australia provides leads to licensed Mortgage Brokers who independently provide the mortgage broking services. Should you have a complaint regarding the mortgage broking service you should first contact the mortgage broker in writing with your complaint. Contact Home Loans Australia if you are unsure whom your broker is and would like assistance with your complaint.
If the matter is not resolved to your satisfaction through Home Loans Australia’s IDR procedures, then you are able to lodge the complaint with AFCA for them to consider.
Home Loans Australia accepts consumer complaints via letter, telephone, fax, in person or by email.
All forms of complaints mentioned above will be registered on a Home Loans Australia Incident Report Form (complaint form) noting the date of the complaint and a file started in regard to the complaint.
No fee is payable for an IDR service through Home Loans Australia.
Should a substantive response not be provided to you within 45 days, Home Loans Australia Complaints Contact Person must give you, the consumer, the reasons for the delay and advise you of your right to lodge a complaint directly with AFCA.
In receiving, investigating and deciding on a complaint, and in the recording of information for reporting purposes, Home Loans Australia will respect your privacy by complying with our obligations under the Privacy Act 1998 (as amended).
Home Loans Australia IDR Process
The customer completes a Home Loans Australia Incident Report Form (Complaint form) along with any supporting documentation, and any relevant file information to the Home Loans Australia Complaints Contact Person.
A letter of acknowledgement will be forwarded to you by the Home Loans Australia Complaints Contact person.
The matter will be investigated and dependent on the circumstances a resolution provided to you, the consumer by the Home Loans Australia Complaints Contact person within 45 days.
Any contact made with you, the consumer/s will be recorded in your complaint file and the Home Loans Australia Complaints Contact Person advised of all communications, including information discussed.
Dependent on the circumstances the Home Loans Australia Complaints Contact Person will provide one of the following substantive responses to the consumer in 45 days:
- Accepted the complaint and, if appropriate, offer redress;
- Declined to accept the complaint but still offered redress;
- Rejected the complaint.
In the event Home Loans Australia may not be able to provide a substantive response within 45 days, the Home Loans Australia Complaints Contact Person will forward the consumer the reasons for the delay and advise the consumer their right to lodge a complaint directly with AFCA.
In most circumstances your resolution response by Home Loans Australia Complaint Contact Person will be written and forwarded to you, stating the reasons for reaching a decision/s. If at any stage of the process you wish to clarify any information, please do not hesitate to contact us at 1300 015 288.