FNS40815 Finance And Mortgage Broking Management.

Task: 1 Explaining finance and mortgage broking services to clients.

Task: 2 Complaints and dispute resolution

Read this dispute resolution process, extracted from the website of a major Australian broker group:

We hope that you are delighted with our services. However, if you have any complaints, you can raise these directly with the representative with whom you are dealing.

When we receive a complaint, we attempt to resolve it as quickly as possible, subject to a full investigation of all the circumstances involved.

Credit and Investments Ombudsman

If we are unable to resolve your problem satisfactorily If you are not satisfied with the outcome of your complaint, you may refer the matter to the Credit and Investments Ombudsman (1800 138 422) an ASIC-approved External Dispute Resolution service

External dispute resolution is a service provided at no cost to you, which gives you access to an independent mechanism for the resolution of specific complaints or disputes

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