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Austral Mortgage Dispute Process

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:

customerservice@australmortgage.com.au

The Complaints Officer

Austral Mortgage Corporation P/L

Level 14, 309 Kent St

Sydney NSW 2000

or

By Phone on: 1300 30 30 99

or

By Fax to: 02 9994 8008

Austral Mortgage is a member of the Mortgage Finance Association of Australia (MFAA) and we have adopted its Internal Dispute Resolution Procedures.

View this document and our more detailed Internal Dispute Resolution Process

Austral Mortgage 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 Investments Ombudsman, 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 Investments Ombudsman: 

CIO

Case Management

PO BOX A252

SYDNEY SOUTH

NSW 1235

Or telephone 1800 138 422

Or online at www.cio.org.au

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