Dispute Resolution

At Mortgage Direct, we value our customers and should you have a complaint our promise to you is to treat you with respect, be friendly, fair and responsive.

There are a number of ways you can contact us if you wish to make a complaint:

By writing to:

The Complaints Officer
Mortgage Direct Pty Limited
Level 33, MLC Centre, 19-21 Martin Place
Sydney NSW 2000

or by calling: 1300 360 999

or by facsimile on: 02 9302 0599

Mortgage Direct is a member of the Mortgage Finance Association of Australia (MFAA) and we have adopted its Internal Dispute Resolution Procedures.

Mortgage Direct is a Credit Licensee and as such undertakes to comply with service levels as outlined in the National Consumer Credit Protection legislation. We will make every effort to investigate your complaint in a timely manner, and to advise you of the outcome in writing as soon as possible.

For disputes involving Default Notices we will respond within 21 days of your complaint being lodged with us.

For all other disputes (excluding hardship applications, postponement of enforcement action or default notices) we will respond within 45 days.

We will respond in writing to you with the outcome and also provide contact details for the Australian Financial Complaints Authority, a free external resolution scheme, who can review your complaint if you are not satisfied with our decision.

If you consider your complaint has not been satisfactorily resolved, you can then refer it to the Australian Financial Complaints Authority, who can be contacted at:

Telephone 1800 938 678 or online at www.afca.org.au

Australian Financial Complaints Authority

The Australian Financial Complaints Authority (AFCA) offers an impartial dispute resolution scheme to assist consumers to resolve complaints with participating financial services providers.

It is authorised by the Australian Securities and Investments Commission (ASIC) and the of the Australian Information Commissioner (OAIC) to deal with financial services and privacy-related complaints.

The Australian Financial Complaints Authority provides consumers and members with an alternative to legal proceedings for resolving their disputes. The broad aim of the service is to provide independent and prompt resolution of disputes in accordance with relevant legal requirements:

  • The Mortgage and Finance Association of Australia Code of Practice and other recognised Codes of Practice
  • Good practice in the credit industry
  • Fairness in all the circumstances

Individuals who refer their complaint to the Australian Financial Complaints Authority can have their complaint determined by the Chief Ombudsman. The Ombudsman’s decision is binding on a Member only if the consumer accepts the Ombudsman’s decision.