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Austral’s Commitment to Customer Care

Austral’s Customer Charter contains 8 promises that encompass Austral’s commitment to provide customers with the friendliest, most caring and highest standard of service. Our Charter aims to be recognised as a benchmark in the mortgage and leasing industries for its integrated delivery of quality product and processes, first class customer service, protection of consumer rights and fulfilment of corporate community responsibilities.

Mortgage Industry Association Code of Practice
Austral is a full member of the Mortgage & Finance Association of Australia and endorses its Code of Practice which reflects our own standards of practice, disclosure and principles of conduct .

Information
We value the personal information you give us, be it on-line or in person, and will take all reasonable precautions to prevent unauthorised access to that information. We will not give your personal information to any other organisation for their marketing purposes. We will, with your help, keep your personal information accurate, complete and up to date.

Products
We will always provide a range of flexible and competitively priced mortgage and leasing products and will ensure that your needs and circumstances are foremost when recommending a product to you.

Service
We guarantee that in all your dealings with us you will receive the highest and most professional service to ensure that the mortgage or leasing process is hassle free and enjoyable for you.

Accessibility
Austral staff are contactable Mon-Fri from 8.30am – 5.30pm. Should you call us, you will always speak with a person who will be able to direct your enquiry to the appropriate member of staff or take a message on their behalf.
We aim to respond to all phone and email enquiry within 24 hours of receipt. We will respond in detail, by phone or in writing, to all written customer enquiry within 5 working days.
We will provide all our mortgage and leasing documentation in plain language.

Resolving complaints
Whether you have a complaint or a comment, our aim is to ensure things get fixed quickly and fairly. To assist with this we have a free and accessible internal dispute resolution process. If for any reason you are not satisfied with the outcome of this process our membership of Credit Ombudsman Services Limited provides you with access to a free and independent external dispute resolution process.

Austral in the Community
Austral will always be involved in community projects, support charities, have a social conscience. This is an integral part of the way we do business.

Penalty
You have the right to request a $30 penalty payment whenever you believe we have failed to meet any of the promises we have made above.

This Charter commenced on October 1st 2006 and will be reviewed annually.

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

PH: 02 9299 1833 / FAX: 02 9299 1874

TODAY: Friday, 29th August, 2008

WEALTH MAXIMISER - INVESTOR ASSIST UPDATE - JUNE 2008
The ATO has recently published an edited version of a Private Ruling on its website: http://www.ato.gov.au/rba/content.asp?doc=/rba/content/81797.htm A taxpayer and client of Austral Mortgage, applied for the private ruling to seek confirmation from the ATO that if there was a shortfall between his investment income and his investment outgoings then that shortfall could be capitalised under the home and investment loan & line of credit structure noted in his application.

WEALTH MAXIMISER UPDATE - MAY 2008
Ever since the High Court decision in Hart's case, taxpayers have been seeking clarity from the ATO on the deductibility of capitalised interest in certain loan structures. On 16th April 2008 a favourable Private Ruling issued to an Austral client that provides insight into the ATO's current thinking on the subject.

My Choice
Austral has recently expanded its product offering through its My Choice loan initiative. My Choice provides borrowers with access to a wide range of lenders and loan products for residential, commercial and equipment finance, so no matter what your need our friendly and experienced staff can assist you.

Austral in the Community
Austral Mortgage has been a Principal Sponsor of the Winston Hills Little Athletics Club since October 2006. We are proud to be supporting this community project and congratulate the young athletes of WHLA for their commitment to and successes in the sport.

WEALTH MAXIMISER UPDATE - FEBRUARY 2008
Wealth Maximiser Update 12th February 2008 - We have advice from the ATO that it is well advanced on a binding Tax Determination regarding the deductibility of capitalised interest on a line of credit facility. Borrowers with both a home loan and an investment loan should consider including a capitalising line of credit within their loan structure or at least ascertaining from their lender that they could access such a facility by way of a simple variation of their existing mortgage.

Trans Tasman Finance
Did you know that Austral has a wholly owned subsidiary, Gem Home Loans Limited, in Auckland NZ - we are able to assist with organising mortgage finance for you should you be considering buying property in NZ.

AusComm Finance
AusComm is the specialist Construction and Development division of Austral Mortgage - if you are a developer seeking finance for construction purposes - residential, commercial, retail, industrial - give Peter McAuley a call on 0419 220 630 or email him peter.mcauley@australmortgage.com to discuss your funding requirements.

Mortgage Calculator
A number of excellent resource tools are now available on the internet for people in Australia seeking a loan to finance the purchase of a property or refinance an existing mortgage. One of the most useful and user friendly tools is a mortgage calculator. Before going too far in the purchase and /or borrowing process it is a worthwhile exercise to quickly gauge your borrowing capacity and also determine how your new mortgage repayments will impact on your personal cash flow. Mortgage calculator...

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