Disputes and Resolution

Handling Complaints – We ensure that all will provide the contact’s name, title and telephone number of the Complaints Contact Person and the external dispute organisation details.

Investigating your complaint – Any person who is involved in the subject matter of the complaint will not investigate your complaint. The Complaints Contact Person has the authority to access all documents and records of information (including computer systems) as deemed necessary to properly investigate your complaint. If the complaints contact person is the subject of the complaint, then the matter will be referred to AFCA. Our membership number for ACFA is 45285.

Timeliness – We will provide a written acknowledgement of receipt of your complaint promptly, unless your complaint is otherwise resolved in the meantime. Shape Home Loans will provide a substantive response to your complaint as soon as possible, but within ten (10) working days after receipt of it. If we cannot respond to your complaint within ten (10) working days, we will inform you of the reasons for the delay and of your rights to refer the complaint to an independent body.
We will have substantially responded to your complaint if we:

• Accepts the complaint and, if appropriate, offer redress; or
• Offer redress without accepting the complaint; or
• Rejects the complaint.

Written response to consumer – We will give a written response to your complaint, which will include reasons for reaching a particular decision on the complaint that adequately address the issues that were raised in your complaint. Where practicable, our response will refer to applicable provisions in legislation, Codes, Standards or Procedures.

Remedies – Where we accept your complaint and we are of the view that it is appropriate to offer redress to you, that redress may be non-financial as well as, or instead of, financial. If we consider a financial remedy is appropriate, then we will give you compensation for any direct loss that you have suffered. When we are determining the appropriate remedy to be given to you and the extent of loss or damage suffered by you, consider relevant legal principles, the MFAA Code of Practice and other relevant codes of conduct, concepts of fairness and relevant industry best practice.

Publicity Dispute Resolution Procedures – We will include in the initial correspondence to a client, the identity of our Complaints Contact Person and provide their direct telephone contact number. We will provide details on its web site of the name and contact telephone numbers of the Complaints Contact Person, as well as detailed copies of the entire Dispute Resolution Procedure.

Data Collection – We will keep such data concerning the client’s complaint in such form and manner as we think fit, the type of data that we may keep will include:

• Type of complaint
• Subject of complaint
• Outcome of complaint
• Timeliness of response

In order that we can identify any systematically recurring problems, we will so far as practicable and relevant, classify complaints according to the particular provision of the MFAA Code of Practice alleged by the consumer to have been breached. Subject to legal constraints including constraints as to defamation and privacy, we will make available data collected in respect of consumer complaints to the Australian Securities and Investments Commission.

In addition, Shape Home Loans, as full member of the Mortgage Industry of Australia may need to make available data collected to the National Council of MFAA.

Review – We will review its Internal Dispute Resolution Procedures every Two (2) years to ensure that its complaints systems are operating effectively.

Additional Contact Points – In addition to Shape Home Loans internal dispute resolution process the client may contact either of the following external parties for assistance with the complaint.