Dispute Resolution Procedure
How we aim to resolve complaints and disputes.
We have an Internal Dispute Resolution (IDR) process and are also a member of an independent External Dispute Resolution Scheme (EDRS).
Our dispute resolution system covers complaints by persons to whom we or our Credit Representative/s provide credit assistance. If you have any complaints about these services, contact us. We aim to resolve the majority of complaints within five (5) business days. If we believe it may take longer than this to resolve your complaint or to investigate the matter thoroughly, we will keep you informed of the progress.
Complaints can be made in writing (letter or email) or verbally (telephone or personal representation) and will be referred to our complaints officer for response.
Our complaints officer is
1300 668 662
National Mortgage Brokers Pty Ltd Level 5, 535 Bourke Street MELBOURNE VIC 3000
In many cases, using our IDR procedures will lead to a successful resolution. However, if we are unable to resolve your problem, you may contact our External Dispute Resolution Scheme (EDRS) provider.
EDRS is a free service established to provide you with an independent mechanism to resolve specific complaints.
Our EDRS provider is:
Australian Financial Complaints Authority
1800 931 678
Mail: GPO Box 3, MELBOURNE VIC 3000