At Australian Mortgage Planners Pty Ltd (AMP) our goal is to constantly strive for 100% client satisfaction.
In the event that we fall short of this mark and you are unhappy with any part of our service, we request you bring the matter to our attention. We have an Internal Dispute Resolution (IDR) process in place to look at the issue(s) with which you are dissatisfied. In conjunction with this scheme, AMP is a member of an External Dispute Resolution (EDR) service, Credit Ombudsman Service Limited (COSL).
First Contact For Complaint
Complaints Person: Stephen Dinte (Managing Director)
Tel: (02) 9688-7888 or 0412 256 714
Email: stephen@amplanners.com.au
Stephen, being the managing director, has the authority to deal with whatever has caused you to feel we missed our goal, and negotiate with you to produce a mutually acceptable outcome. Your complaint may be presented to us in writing (letter or email), however I would prefer you call me, or leave a message for me to call you.
In the unlikely event that a client had a complaint it would be given absolute priority, and a swift resolution sought to the satisfaction of the client.
Mailing Address
Contact by mail:
Australian Mortgage Planners Pty Limited
P.O. Box 156, Baulkham Hills 1755 or
Contact by Fax:
02 9688 7889
If you are not satisfied with the outcome of the IDR process, you may contact the Credit Ombudsman (COSL) on:
Freecall: 1800 138 422
Phone: (02) 9273 8400
Website: www.cosl.com.au
Email: info@cosl.com.au
The Legal Stuff We Have To Say
AMP ensures that all staff that interact with customers are aware that Stephen is responsible for IDR. Each staff member is aware of what customer details to record if the Complaints Person is for any reason unavailable (this information will include a minimum of the name, telephone number, and description of your complaint). AMP does not charge any fee in respect to a complaint made by a customer.
AMP aims to provide a written response to your complaint promptly (within 45 days) unless the complaint is resolved in the meantime. If we are unable to respond to your complaint within forty five (45) days, we will inform you of the reasons for the delay.
AMP will be deemed to have responded to your complaint if we:
- Accept the complaint and, offer redress (if appropriate); or
- Offer redress without accepting the complaint; or
- Reject the complaint.
AMP will give you a written response to your complaint as to the reason(s) it is rejected. If appropriate, our response will refer to applicable Legislation, Codes or Procedures.
When considering the appropriate resolution, AMP will take into consideration the extent of loss or damage suffered by you, relevant legal principles, MFAA Code of Practice and the concept of fairness and industry best practice.
AMP will store data concerning your complaint in such form and manner as we think fit but will always be conscience of Privacy Laws.
In order to identify any systematically recurring problems, AMP will classify complaints according to the particular provisions of the MFAA Code of Practice alleged by you to have been breached.
Subject to legal constraints, including constraints as to privacy, we will make available data collected in respect of your complaint to the Australian Securities and Investments Commission, Credit Ombudsman Services Limited, the MFAA Investigating Officer, or any other Statutory Authority.
AMP will regularly review our IDR procedures to ensure that the complaints system is operating effectively.
This document was last reviewed on August 1st, 2011. The next review date is August 1st, 2012.