1300 SH LOAN  |  1300 74 5626  | 

Disputes and Resolution

Initial Point of Contact
If you wish to lodge a complaint regarding any contact with Shape Home loans please contact the broker you are dealing with directly or the complaints contact person detailed below: ( If the compliant is directed to the contact person below, you can refer your matter to a external dispute organisation- free of charge: see below)
Internal Complaints Contact: 
Michael Chan
Shape Home loans
Ground floor, 5 Belmore Street, Burwood NSW 2134
T – 1300 74 5626
F – 02 8212 8909
M – 04055 36088
E – Michael@shapehomeloans.com.au
External Complaints:
Credit Ombudsman Service Limited  http://www.cosl.com.au/Contact

Case Management Team
C-/Credit Ombudsman Service
PO Box A252
Sydney South NSW 1235
T- 1800 138 422
Handling Complaints
We ensure that all staff that deal with, or are likely to deal with you, are aware of the name, title and telephone number of the Complaints Contact Person and the deputy Complaints Contact Person.All staff has been given written instructions:
1. About how to transfer a client who has a complaint to the Complaints Contact Person or deputy Complaints Contact Person; and
2. What client details to record if the Complaints Contact Person or deputy Complaints Contact Person is for any reason unavailable (this information is to include as a minimum the client’s name, telephone number and description of the product or transaction to which the client’s complaint relates.
Your complaint need not be in writing and may be presented to any of the persons above by any reasonable means for example letter, telephone, in person or email.

Shape Home Loans will not charge any fee in respect of your complaint pursuant to these Rules.


Investigating your complaint
Any person who is involved in the subject matter of the complaint will not investigate your complaint. The Complaints Contact Person has the authority to access any and all documents and records of information (including computer systems) as may be necessary to properly investigate your complaint. If the complaints contact person is the subject of the complaint, then the matter will be referred to COSL. Our membership number for the Credit Ombudsman Service Limited is M00004711
We will provide a written acknowledgement of receipt of your complaint promptly, unless your complaint is otherwise resolved in the meantime. Shape Home Loans will provide a substantive response to your complaint as soon as possible, but within ten (10) working days after receipt of it.
If we cannot respond to your complaint within ten (10) working days, we will inform you of the reasons for the delay and of your rights to refer the complaint to an independent body.
We will have substantially responded to your complaint if we:
(a)          Accepts the complaint and, if appropriate, offer redress; or
(b)          Offer redress without accepting the complaint; or
(c)           Rejects the complaint.
Written response to consumer
We will give a written response to your complaint, which will include reasons for reaching a particular decision on the complaint that adequately address the issues that were raised in your complaint. Where practicable, our response will refer to applicable provisions in legislation, Codes, Standards or Procedures.
Where we accepts your complaint and we are of the view that it is appropriate to offer redress to you, that redress may be non-financial as well as, or instead of, financial. If we consider a financial remedy is appropriate then we will give you compensation for any direct loss that you have suffered.
When we are determining the appropriate remedy to be given to you and the extent of loss or damage suffered by you, consider relevant legal principles, the MFAA Code of Practice and other relevant codes of conduct, concepts of fairness and relevant industry best practice.
Publicity Dispute Resolution Procedures
We will include in the initial correspondence to a client, the identity of our Complaints Contact Person and provide their direct telephone contact number. We will provide details on its web site of the name and contact telephone numbers of the Complaints Contact Person, as well as detailed copies of the entire Dispute Resolution Procedure.
Data Collection
We will keep such data concerning the client’s complaint in such form and manner as we think fit, the type of data that we may keep will include:
·         Type of complainant;
·         Subject of complaint;
·         Outcome of complaint;
·         Timeliness of response;
In order that we can identify any systematically recurring problems, we will so far as practicable and relevant, classify complaints according to the particular provision of the MFAA Code of Practice alleged by the consumer to have been breached. Subject to legal constraints including constraints as to defamation and privacy, we will make available data collected in respect of consumer complaints to the Australian Securities and Investments Commission.
In addition, Shape Home Loans, as full member of the Mortgage Industry of Australia may need to make available data collected to the National Council of MFAA
We will review its Internal Dispute Resolution Procedures every Two (2) years to ensure that its complaints systems are operating effectively.
Additional Contact Points
In addition to Shape Home Loans internal dispute resolution process the client may contact either of the following external parties for assistance with the complaint.
Mortgage & Finance Association of Australia
Po Box 604
Neutral Bay NSW 2089
T - 1300554817
F – 02 99672896
Credit Ombudsman Service Limited  http://www.cosl.com.au/Contact
Case Management Team
C-/Credit Ombudsman Service
PO Box A252
Sydney South NSW 1235
T – 1800 138 422
F - 02 9273 8440


ABN 57 142 142 407 |   Australian Credit Licence 390573  |   MFAA Approved Broker 58602  |  COSL Member M0004711