Complaints and Disputes Policy

We are committed to meeting if not exceeding our customers’ expectations whenever possible. As
much as we all dislike receiving complaints, we recognise that dissatisfied customers have a right
to complain and to have their compliant handled quickly and directly. Customers who take the time
to complain may still have confidence in us and want to continue dealing with us.

Complaints are not just a nuisance or a cost; they are an opportunity to obtain feedback from
customers about their product or services experience. We use them to assist us to rapidly and
inexpensively change service style and market focus to meet customer expectations and
continuously improve service and relationships with our customers.

Complaints are, in fact, a valuable and important part of ongoing business relationships. They
provide a flag to potential problems and difficulties, and a repetition of complaints can indicate a
recurring systemic problem that needs immediate attention. They enable us to provide solutions to
problems, rather than have remedies imposed by an external body.

The prompt resolution of complaints is a good indicator of whether, generally, we are consistent
and presenting the best possible image to existing and prospective customers. It enables us to
prevent disputes from becoming entrenched.

All staff and Credit Representatives must comply with our internal dispute resolution procedures.
We do not charge a fee to customers who make a complaint.

Our Complaints contact person is the Compliance and Risk Manager. If that individual is not
available, the backup is the Chief Operating Officer.

Our Complaints contact person is responsible for:

• Dealing with and attempting to resolve all complaints which cannot be resolved by providing
  clarification or information
• Advising complainants of their rights to lodge complaints with our external dispute resolution
  scheme
• Managing all disputes
• Liaising with our external dispute resolution scheme; and
• Dealing with the MFAA and the MFAA Disciplinary Tribunal as necessary.
  We provide the following information about our internal and external dispute resolution procedures:
• We display a leaflet publicising our external dispute resolution scheme in our offices and on our
  website
• We publish the name and contact details of our Complaints Contact Person and a guide to our
  Internal Dispute Resolution Procedure on our customer facing website; and
• We provide a guide to our Internal Dispute Resolution Procedure to anyone who asks for it or
  who wishes to lodge a complaint or dispute