Dispute Resolution, Complaints & Privacy

Mortgage Broking & Finance We are committed to providing you with the best possible service, however we understand there may be times where you are not satisfied. If this occurs please inform us verbally or in writing with the exact details of your complaint, so we can work towards a prompt and fair resolution.

If we are unable to reach a satisfactory resolution, you can make a complaint in writing to the Australian Credit Licence holder, Connective Credit Services. With regards to complaints resolution, we are mindful of the need to ensure that consumers are treated fairly and with respect during the complaints handling process. Any dis-satisfaction with a credit representative operating under the licence will be handled in an efficient, timely and effective manner in accordance with ASIC regulations of Internal Dispute Resolution (IDR). Connective Credit Services details are:

• Attention: Compliance and Complaints Handling Officer
• Level 16 / 530 Collins Street, Melbourne VIC 3000
• Telephone: 1300 656 637
• Email: compliance@connective.com.au
• Website: http://www.connective.com.au

If you are not satisfied with how I or my licensee have handled your complaint, you may take the matter ‘free of charge’ to the relevant External Dispute Resolution (EDR) service provider (subject to the provider’s terms of reference). Please note that the EDR provider will request the matter be first attempted to be resolved through our IDR process via Connective.

If our IDR process is still in progress, they would expect that this process be completed before any external consideration. Our EDR service provider is the Credit and Investments Ombudsman Ltd, which can be contacted via:

• Telephone: 1800 138 422 (Monday to Friday 9am - 5pm AEST)
• Fax: 02 9273 8440
• Post: PO Box A252 South Sydney NSW 1235
• Website: http://www.cio.org.au/
• Online complaint form: http://www.cio.org.au/complaint-resolution/making-a-complaint/

Financial Planning
If you have any complaints about the service provided to you, you should take the following steps. Contact your adviser about your complaint. If your complaint is not responded to within 5 business days, please contact TFLG on 07 3007 6500 or put your complaint in writing and send it to our postal address which is: The FinancialLink Group Pty Ltd, PO Box 5283, West End, Qld 4101. We will try and resolve your complaint quickly and fairly.

If your complaint is not resolved within 45 days, you can report your complaint to the Financial Ombudsman Service (FOS), as we are a member of FOS. FOS is an independent body that has been approved by the Australian Securities and Investments Commission (ASIC) to deal with complaints against its members.

They can be contacted by: Tel: 1300 780 808 between 9am - 5pm Monday to Friday Melbourne Time (excluding public holidays), or alternatively Go to their website www.fos.org.au and select the Resolving Disputes option for more details about the complaint resolution procedure and options of submitting such a claim.

Mail: Financial Ombudsman Service, GPO Box 3, Melbourne, Victoria 3001. Email: info@fos.org.au

The Australian Securities and Investments Commission (ASIC) also has an Info phone line that you can use to obtain information about your rights, and their contact number is 1300 300 630.

We are committed to protecting the privacy of your personal information. Our Privacy Policy governs how we collect, handle, use and disclose your personal information. It also deals with how you can access the personal information we hold about you, ask us to correct it, or make a privacy related complaint. This policy explains how we respect your right to privacy in accordance with the Australian Privacy Principles contained in the Privacy Act (Cth).

What information do we collect and how do we use it? We will collect personal information when we do business with you. This may include a broad range of information from your name, address and contact details to other information about your qualifications, employment history and financial information.

If you choose not to supply any of the information we request, our ability to assist you may be limited. We will use your personal information:

• to conduct our business
• to manage our business relationships with you and with others, including Credit Providers
• to complete a transaction on your behalf
• to provide you with information about our products and services.

From time to time, we will use your contact details to send you direct marketing communications including offers, updates and newsletters that are relevant to the services we provide. We may do so by mail or electronically unless you tell us that you do not wish to receive electronic communications. You can unsubscribe ‘opt-out’ by notifying us and we will no longer send information to you.

How do we hold and protect your information? We strive to maintain the relevance, accuracy, completeness and currency of the personal information we hold and to protect its privacy and security. We keep personal information only for as long as is reasonably necessary for the purpose for which it was collected or to comply with any applicable legal or ethical reporting or document retention requirements. We hold the information we collect from you on our secure database.

In some cases, your file is archived and sent to an external data storage provider for a period of time. We only use storage providers who are also regulated by the Privacy Act. We take all reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification or exposure. Access to your information is restricted to those employees whose job requires that information.

Access to our premises and computer systems is restricted through locks, password protection, internet firewalls and routers. We will take reasonable steps to destroy or de-identify your personal information when your personal information is no longer required for our business functions.

Will we disclose the information we collect to anyone? We do not sell, trade or rent client lists or personal information to any third party. We will disclose personal information about you to our credit providers and agents where it relates to our credit assistance. In all cases we will only disclose that information that is strictly required, and take all reasonable steps to ensure that your personal information is handled in accordance with the Australian Privacy Principles Otherwise, we will not disclose personal information unless you consent, we are required to do so by law or under some unusual other circumstances which the Privacy Act permits.

How can you access, update or correct the information we are holding? You have the right to access your information. If you believe that we are holding inaccurate, incomplete, irrelevant or out of date data about you, you may ask us to correct it. You can make a request for access to or correction of your personal information by contacting us anytime. In some limited circumstances we may need to refuse access to your information or refuse a request for correction. If this is the case, we will advise you as soon as possible after your request and provide you with our reasons for the refusal.

What happens if you are not happy with how your information is handled? If you have concerns about whether we have complied with the Privacy Act or this Privacy Policy and would like to make a complaint please contact us. Your complaint will be considered through our internal complaints resolution process and we will try to respond with a decision as soon as possible.

Your consent
By asking us to assist, you consent to the collection and use of the information you have provided to us for the purposes described above. For more information on your privacy rights please visit www.privacy.gov.au