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.

For credit assistance or mortgage broking, the Credit Guide identifies the Loans Only Complaints Manager as the internal dispute resolution contact:

Loans Only Pty Ltd — Complaints Manager
Email: hello@loansonly.com
Phone: 1800 084 010
Post: 4 Cale Street, Upper Mount Gravatt QLD 4122, Australia

For accounting or tax matters, please contact Rohan using the details below. You may also contact Rohan for help directing a credit complaint to the licensee.

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

We will acknowledge your complaint promptly and work to understand it. Credit complaints are handled through the licensee’s internal dispute resolution process, subject to the response timeframes applicable to the type of complaint. If a permitted delay applies, the response must explain the delay and your external dispute resolution options. A complex matter does not automatically extend a required deadline.

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.

So you know what to expect, here is how a complaint typically moves through our process from the day you raise it:

• Acknowledgement — receipt is acknowledged promptly and the complaint is directed to the appropriate business or licensee contact.
• Investigation — the person handling the complaint reviews the relevant file, correspondence and documents and may ask for further information.
• Response — the response explains the outcome, any proposed resolution and the available escalation options. Credit-complaint response timeframes depend on the applicable internal dispute resolution requirements.
• Escalation — if you are not satisfied with our response, or you have not heard from us within the required time, a credit or mortgage matter can go to AFCA (section 5) and a tax agent conduct matter to the Tax Practitioners Board (section 6).

There is no charge for using the complaints process. The internal process does not remove your right to approach AFCA about an eligible credit complaint. AFCA applies its own rules and may give the financial firm an opportunity to resolve the matter.

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.