Complaints Process

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Multi Choice Home Loans Wide Bay IDR processes

Our IDR processes are aligned with our membership of the EDR scheme which is Credit Ombudsman Services Limited.

We adopt the definition of ‘complaint’ in AS ISO 10002-2006, namely ‘an expression of dissatisfaction made to an organisation, related to its products or services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected’. This means we will treat informal complaints seriously and refer them to IDR unless they are resolved by the end of the next business day.
Receiving complaints

Complaints can be lodged by contacting Andy Marriott, the Complaints Officer by:

Telephoning 0438 724 113
E-mailing andy.marriott@multi-choice.com.au
Writing to PO Box 3244 Pialba QLD 4655
By speaking to any representative of our business who will refer complainants to the Complaints Officer.

Investigating complaints

The Complaints Officer will review the complaint carefully and promptly, taking such steps and reviewing such documents as a reasonable person would do.

Responding to complaints within appropriate time limits and referring unresolved complaints to an EDR scheme.

The Complaints Officer will provide a written ‘final response’ to the complainant within 45 days (21 days where the complaint relates to default), which states:

  • The final outcome of the dispute at IDR
  • The right to take their dispute to EDR (no matter what the result of the investigation was at IDR)
  • Name and contact details of your EDR scheme.
  • If the Complaints Officer is unable to give a final response within the specified period, the Complaints Officer will, before the end of the period:
  • Inform the complainant of the reasons for the delay
  • Advise the complainant of their right to complain to EDR
  • Provides the complainant with the name and contact details of your EDR scheme.

Complaints quickly resolved

Where a complaint or dispute is resolved to the customer’s satisfaction by the end of the next business day from when the complaint or dispute was received, we will not be required to apply the full IDR process with respect to capturing and recording the complaint or dispute and providing a final response on resolution of the complaint.
However, if a complaint or dispute is received and not resolved by the next business day the full process will be followed.

The types of remedies available for resolving complaints or disputes
If a complaint is justified, the Complaints Officer will recommend a solution comprising one or more of the following:

  • an apology
  • compensation
  • vary contractual obligations

Over 25 lenders and over 800 home loans.

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