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Dispute Resolution Procedures

We, Provincial Home Loans Pty Ltd, 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 Mortgage & Finance Association of Australia (MFAA) and as such we are also subject to the requirements to have in place an Internal Dispute Resolution procedure.

 

Receiving Complaints

 

You can lodge complaints by contacting Tara Yosklang, the Complaints Officer, by either:

 

    Telephone: (03) 9650 0399

    Fax: (03) 9650 9634

    Email: tarayosklang@provincialhomeloans.com.au

    Post: Provincial Home Loans G2/125-139 Rathdowne Street, Carlton, VIC 3053

 

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 and we will then attempt to promptly resolve any issues. We hope in this way to stop any unnecessary and inappropriate escalation of minor complaints.

 

We will observe the following principals in handling your complaint:

  1. There is no requirement for face-to-face contact although it may be useful in achieving a satisfactory resolution.
  2. We expect that both parties will make a genuine attempt to resolve a complaint promptly.
  3. We expect that both parties will provide all essential and relevant information, documents, written statements and any other material that may properly and reasonably be believed to assist in resolving the complaint.
  4. We expect that both parties will comply with all reasonable requests from the other party to provide information within a reasonable time frame.

If we do not reach agreement on your complaint you may refer the complaint to an ASIC Approved External Dispute Resolution Scheme. Our external dispute resolution provider is CIO (Credit and Investments Ombudsmen) phone 1800 138 422 or www.cio.org.au

 

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.