Complaints Handling & AFCA Process

Eternity Mortgage Solutions and Eternity Group Accountants are committed to handling complaints fairly, promptly and respectfully. We treat a complaint as an opportunity to put something right and to improve. There is no cost to you for using our internal complaints process, and you can ask a representative or support person to help you at any stage.

Please contact us first so we have the chance to resolve your complaint directly:

Rohan Manokaran
Email: rohan@egaamb.com.au
Phone: 0414 825 388
Post: 15 Forest Close, Cherrybrook NSW 2126

We will acknowledge your complaint promptly, work to understand it, and aim to provide a written response within 30 days. If we need more time — for example, because the matter is complex — we will let you know and keep you updated on progress.

To help us resolve your complaint as quickly as possible, it helps to include:

• Your name and the best way to contact you.
• What the complaint is about, and the service it relates to (for example, a credit or mortgage matter, or an accounting or tax matter).
• What has happened, including relevant dates and any documents.
• What outcome you are seeking.

For complaints about our credit assistance and mortgage broking services, if you are not satisfied with our internal response — or if we have not responded within the required time — you may refer the matter to the Australian Financial Complaints Authority (AFCA). AFCA is an independent external dispute resolution scheme. Its service is free to consumers, and it can consider complaints within its rules and monetary limits.

Phone: 1800 931 678
Website: www.afca.org.au
Email: info@afca.org.au
Post: GPO Box 3, Melbourne VIC 3001
Member numbers: 111743 (individual) and 111742 (company)

Rohan Manokaran (Mr Rohan Manokaran, Credit Representative Number 565110) is authorised under Australian Credit Licence Number 561324, held by Loans Only Pty Ltd. Our credit activities and our external dispute resolution arrangements are also described in our Credit Guide, and our guide on what a credit representative means explains the arrangement in plain English.

Where your complaint relates to our accounting or tax agent services rather than credit, please raise it with us first through the internal process above so we can work to resolve it. Eternity Group Accountants provides tax agent services as a registered tax agent with the Tax Practitioners Board (Registration 25523469).

If a complaint concerns the conduct of a registered tax agent and cannot be resolved with us, the Tax Practitioners Board is the body responsible for the registration and conduct of tax agents, and information about raising a concern with the Board is available on its website at tpb.gov.au. As a member of Chartered Accountants Australia and New Zealand, Rohan Manokaran is also subject to that body’s professional and ethical standards.

Any personal information you provide as part of a complaint is handled in accordance with our Privacy Policy and the Privacy Act 1988 (Cth). We use it only to investigate and resolve your complaint and to meet our regulatory obligations.

You can raise a complaint, or ask a question about this process, at any time. Contact us through our contact page, or read more about the practice on our about page and the services we provide across finance and mortgage broking.