Complaints  2 22-10
COSL

What is COSL?

Established as the Mortgage Industry Ombudsman Service in 2003, the Credit Ombudsman Service (COSL) is now one of the largest External Dispute Resolution schemes in Australia. COSL is a scheme approved by the ASIC Regulatory Guide. It provides free accessible services for consumers who have dealt with a participating member of COSL which has resulted in a dispute or complaint. COSL has numerous members within financial institutions, including non-bank lenders, finance brokers, credit unions, building societies, aggregators, mortgage managers and many more.

What does COSL do?

COSL is a dispute resolution system to help settle disputes between consumers and financial credit providers. COSL provides an alternative to legal proceedings only when the complainant has already tried to resolve the dispute directly with the member concerned. The Ombudsman considers complaints or disputes concerning consumers and the products and services they are offered, in order to resolve through non-adjudicative means. A conciliation process that is both inquisitorial and consensus-based is followed before resulting in a mutually satisfactory outcome that considers equal opportunity and procedural fairness. COSL can help consumers receive appropriate compensation up to a maximum of $250,000.

How does COSL relate to us, QuickSelect?

QuickSelect is a participating member (M0004563) of COSL. As a member of COSL, QuickSelect must provide consumers with:

  • the name and contact details of the Complaint Contact Person
  • a copy of the Internal Dispute Resolution Procedures upon request
  • a response to a complaint within 45 days of lodging it

How does COSL relate to you, our customers?

If you have a complaint or concern you should first contact QuickSelect on 1300 874 871. In most situations the Service Consultant will be able to resolve the matter at that time. If we are unable to resolve the matter at that time, we will follow up with the appropriate area and keep you advised of the progress whilst the matter is being investigated.

QuickSelect Internal Dispute Resolution Process

At QuickSelect we aim to provide the best service for our customers.
In the event that you are unhappy with any part of our service, we have an Internal Dispute Resolution process in place to assist in solving your complaint. In conjunction with this scheme, AWF is a member of the Credit Ombudsman Service Limited.

FIRST CONTACT FOR COMPLAINT
Complaint Contact Person (CCP)

Declan Murphy – Tel 1300 874 871 email: declan@quickselect.com.au
(Managing Director)

Deputy Complaints Contact Person (DCCP)
Simon Campbell - Tel: 1300 874 871 Email: simon@quickselect.com.au
(Director)

The complaints persons are senior personnel in our organisation and have the authority to deal with your complaint and negotiate relevant decisions to produce an outcome.

The complaint may be presented to us by either letter, telephone, email or in person.

YOU CAN ALSO CONTACT US ON/AT:

Contact by mail: QuickSelect
Level 9, 275 Alfred Street, North Sydney Sydney NSW 2059
Phone: 1300 874 871

If you are not satisfied with the outcome of the Internal Dispute Resolution Process, you have the option of contacting the Credit Ombudsman Service Limited on:

Phone: 02 9273 8400

Website: www.cosl.com.au

Email: info@cosl.com.au

QuickSelect ensures that all staff who deal with customers are aware of the staff responsible for Internal Disputes Resolution. Each staff member is aware of what customer details to record if the Complaints Contact Person or Deputy is for any reason unavailable (this information will include a minimum of the name, telephone number, and description of the customer’s complaint). QuickSelect does not charge any fee in respect to any complaint made by a customer.

A customer’s complaint will not be investigated by the Complaints Contact Person or Deputy if either is involved in the subject of the complaint.

We undertake to provide a written response to your complaint promptly (within 45 days) unless the complaint is resolved in the meantime. If we are unable to respond to your complaint within forty five (45) days, we will inform you of the reasons for the delay.

We will be deemed to have responded to your complaint if we:

(a) Accept the complaint and, offer redress (if appropriate); or

(b) Offer redress without accepting the complaint; or

(c) Reject the complaint.

QuickSelect will give you written reasons for reaching the decision on your complaint and we will address the issues that are raised in your complaint. If appropriate, our response will refer to applicable Legislation, Codes or Procedures.

When considering the appropriate resolution, QuickSelect will take into consideration the extent of loss or damage suffered by you, relevant legal principles, MFAA Code of Practice and the concept of fairness and industry best practice.

QuickSelect will store data concerning your complaint in such form and manner as we think fit but will always be conscience of Privacy Laws.

In order to identify any systematically recurring problems, QuickSelect will classify complaints according to the particular provisions of the MFAA Code of Practice alleged by you to have been breached.

Subject to legal constraints, including constraints as to privacy, we will make available data collected in respect of your complaint to the Australian Securities and Investments Commission, Credit Ombudsman Services Limited, the MFAA Investigating Officer, or any other Statutory Authority.

QuickSelect will regularly review our Internal Dispute Resolution Procedures as required to ensure that our complaints system is operating effectively. This document was reviewed on 3rd March 2015.

If you are still unhappy with our response you can contact COSL, an external dispute resolution service covering customers of QuickSelect including:

  • a borrower or prospective borrower
  • a loan guarantor or prospective guarantor
  • those who have sought services of QuickSelect in the course of their business

How can I contact COSL?

If you have an enquiry or complaint, or would simply like more information about COSL you can visit their website www.cosl.com.au. Alternatively COSL can be contacted on 1800 138 422 or via post atPO Box A252, South Sydney, NSW, 1235.