Complaints Policy
Should you have a complaint or find yourself unhappy about the service we provide, the following steps or avenues are available to you.
1. Start Here – First Avenue Available
Most complaints arise from miscommunication and can usually be fixed quickly, so please contact your NSW Mortgage Corp representative initially and tell them about your concerns.
2. Next Step – Second Avenue Available
If the issue is not resolved to your satisfaction within five (5) working days, please send an email to NSW Mortgage Corp or put your complaint in writing and either fax or mail it to us.
Our contact details are as follows:
Sydney Office
Phone: (02) 9798-1570
Fax: (02) 9797-7768
Mailing Address: P.O. Box 333, Haberfield, NSW 2045
Email: complaints@nswmc.com.au
We have our own internal complaints process and hope to assist you to resolve your complaint quickly and fairly.
3. Third Avenue Available
If you believe you have not received a satisfactory outcome, you may at no cost to you, contact or lodge a written complaint with our industry association:
Finance Brokers Association of Australia Limited - National Office
Phone: (07) 3252 0120
Fax: (07) 3252 0140
Mailing Address: P.O.Box 272 ALBION B.C. QLD 4010
Email: info@fbaa.com.au
4. After the Above Three Steps are Exhausted
You may also lodge a complaint with any of the appropriate Australian Government bodies.