Compliance support

Compliance and regulation are important to us and as a PLAN Australia member, you have access to a dedicated compliance team that provides professional compliance management, so you will always have your finger on the legal pulse.

Dispute Resolution

We understand that sometimes disputes may happen and at PLAN Australia, our compliance team works in accordance with legislation and with you to ensure a satisfactory outcome.

Making a Complaint

Should you have a concern with PLAN Australia, or one of our Members or their staff, please complete the Feedback Form and we will investigate your complaint as a matter of priority.  We undertake to acknowledge our receipt of your complaint within one business day, and to keep you updated on the progress of our investigation on a regular basis.  If you wish to know the progress at any other time, contact us and we will be happy to advise you during the term of our investigation.

What can PLAN Australia do?

PLAN Australia's Feedback program complies with AS ISO 10002-2006 - the Australian Standard for Complaints Handling, however it is important to note that we cannot impose nor enforce any financial or other penalty.  We can consider termination of a Member or withdrawal of the accreditation of a Member's Loan Consultant.  Our main aim is to assist in the mediation of your complaint and to assist you in reaching a satisfactory outcome.

What if you are not happy with the outcome?

Should you not be happy with the outcome of our investigation and/or any proposed resolution to your complaint, you should consider contacting the following, depending upon what memberships are held by the party about whom you are complaining.  We are happy to assist you to identify the relevant External Dispute Resolution Scheme/s and Industry Body/ies.

Industry Bodies

• The Mortgage & Finance Association of Australia (MFAA)
  www.mfaa.com.au/ or 1300 554 817
  
  
• The Finance Brokers Association of Australia (FBAA)
  www.financebrokers.com.au/ or (07) 3252 0120
  
  
• External Dispute Resolution Schemes
  The Credit Ombudsman Service Limited (COSL)
  www.creditombudsman.com.au/ or 1800 138 422
  
  
• The Banking and Financial Services Ombudsman (BFSO)
  www.abio.org.au/ or 1300 780 808

Other avenues

• Department of Fair Trading or Consumer Affairs in that state
• Professional legal advice

What if you have more questions?

Any feedback is received and managed by our Compliance Department.  Please contact them via compliance@planaustralia.com.au or call 1300 78 78 14.