Our Internal dispute resolution scheme (IDR)

At Oz Mortgage we believe that it is essential for our customers to be able to identify and deal with a broker who has the ability, authority and proper training to hear and respond appropriately to any complaints or disputes.

 

We are a member of the Financial Broker Association of Australia (FBAA/ M: 326660) and as such we are also subject to the requirement to have in place an Internal Dispute Resolution procedure (IDR).

 

Receiving complaints or feedback You can lodge complaints by contacting Daniel Razzaq,the Complaints Officer by:

 Phone: 1800 220 330
 E-mail: drazzaq@ozmortgage.net.au
 Address: PO BOX 5399, CHULLORA, NSW-2190
 Or by speaking to any representative of our business who will refer you to the Complaints Officer.

You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing. When we receive a complaint, we will attempt to resolve it promptly. We hope that in this way we will stop any unnecessary and inappropriate escalation of minorcomplaints.

 We will observe the following principles in handling your complaint
 There is no requirement for face-to-face contact between you and us, although it may be useful for us to come to a satisfactory resolution.
 We expect that both parties will make a genuine attempt to resolve a complaint promptly.
 We expect that both parties will provide all essential and relevant information, documents,written statements and any other materials that may properly and reasonably be believed to assist in resolving the complaint.
 We expect that both parties will comply with all reasonable requests from the other party to provide information within a reasonable time frame.
 

Our external dispute resolution scheme (EDR)

If we do not reach an agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme, Our external dispute Resolution provider is COSL (Credit Ombudsman Services Limited membership M0024166)

 

Cosl   may be able to assist you if you believe, as a consumer or a small business that a participant of our scheme has:

 Breached a law
 Breached a relevant Code of Practice
 Not met standards of good practice in the finance industry or
 Acted unfairly towards you.
 Telephone: 1800 138 422
 E-Mail: info@cosl.com.au
 External dispute resolution is a free service established to provide you with an Independent mechanism to resolve specific complaints.

Oz Mortgage

Sole Trader: Mr Daniel Razzaq
Address: PO BOX 5399, CHULLORA, NSW-2190
Phone: 1800 220 330
E-Mail: drazzaq@ozmortgage.net.au
Webpage: www.ozmortgage.net.au