Internal Dispute Resolution Procedures

Park First Home Loans Pty Ltd complies with the Internal Dispute Resolution (IDR) Procedures as established by the Mortgage & Finance Association of Australia and ASIC Regulatory Guide 165.  The business is also a member of the External Dispute Resolution authority, COSL. 

We recognize that all customers may make use of these IDR Procedures and when such a customer does so, the Member who is the subject of the complaint must comply with them.

The Complaints Contact Person is the Managing Director of the business.  In his absence the Deputy Complaints Contact person is the Office Manager.  Any complaint received from a customer by any member of staff will be passed onto either of these people.

A complaint may be received from a customer by letter, telephone, in person or by email.

Upon receipt of a customer’s complaint a written acknowledgement shall be issued within 24 hours unless the complaint is otherwise resolved in the meantime.  This acknowledgement will state the Complaints Contact Person, the Deputy Complaints Contact Person and contact details. 

A conclusive response is to be issued to a customer in writing as soon as possible but not later than 45 days after the complaint was received.  If we are unable to respond by this time, the customer shall be informed of the reasons for delay and of the customer’s right to refer the complaint to COSL.

This written response shall be issued to a customer stating the reasons for reaching a particular decision on the complaint that adequately address the issues that were raised in the customer’s complaint.

All complaints received shall be documented with specific reference made to the type of complainant, the subject of the complaint, the complaint’s outcome and the timeliness of the response.  Subject to any defamation or privacy restrictions, this documented complaint shall also be passed onto the Australian Securities & Investments Commission.

These internal dispute resolution procedures are reviewed annually to ensure that its complaints systems are operating effectively.

Complaints Contact Person:        Derrick Parkins      07 3217 8799        derrick@parkfirst.com.au                                   

Deputy Complaints Contact  Person:      Andrea Parkins     07 3217 8799    andrea@parkfirst.com.au                                                                                                    

Park First Home Loans Pty Ltd is a member of the Credit Ombudsman Service Ltd, membership number 405937.

Complaints phone number:                  1800 138422