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COMPLAINTS

At Austral, we value our customers and should you have a complaint our promise to you is to treat you with respect, be friendly, fair and responsive.

There are a number of ways you can contact us if you wish to make a complaint:

In writing to:

The Complaints Officer
Austral Mortgage Corporation P/L
Level 16 15 Castlereagh St
Sydney NSW 2000

or

By Phone on: 02 9299 1833

or

By Fax to: 02 9299 1874

Austral is a member of the Mortgage Finance Association of Australia (MFAA) and we have adopted its Internal Dispute Resolution Procedures. To view this document and our more detailed IDR Policy click here

Austral is a Credit Licensee and as such undertakes to comply with service levels as outlined in the National Consumer Credit Protection legislation. We will make every effort to investigate your complaint in a timely manner, and to advise you of the outcome in writing as soon as possible.

For disputes involving Default Notices we will respond within 21 days of your complaint being lodged with us.

For all other disputes (excluding hardship applications, postponement of enforcement action or default notices) we will respond within 45 days.

We will respond in writing to you as to the outcome and also provide contact details for Credit Ombudsman Services Limited, a free external dispute resolution scheme, who can review your complaint if you are not satisfied with our decision.

If you consider your complaint has not been satisfactorily resolved, you can then refer it to the Credit Ombudsman Services Ltd, who can be contacted at:

COSL
Case Management
PO BOX A252
SYDNEY SOUTH
NSW 1235

Or telephone 1800 138 422

Or online at www.cosl.com.au

Click Here For Complaint Form

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Full Member of COSL
Austral Mortgage is a member of Credit Ombudsman Services Limited an ASIC-approved external dispute resolution service which is free to any of our customers who may have a complaint or hardship request they feel has not been resolved satisfactorily with Austral. CLICK HERE

ASIC Licence
Austral Mortgage Corporation is licensed through ASIC as an Australian Credit Licensee Licence No 329904

Full Member of MFAA
Austral is a member of the Mortgage & Finance Association of Australia (formerly MFAA), the professional body for the mortgage industry.

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