Ortus Financial Pty Ltd ABN 34 635 111 198 is committed to providing a fantastic client experience each and every time you engage us to assist. We are full members of the Mortgage and Finance Association of Australia (MFAA) and are subject to the MFAA Code of Practice; as well as being members of The Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme.
The AFCA rules require you to attempt to resolve your complaints with the member of AFCA (Ortus Financial Pty Ltd ABN 34 635 111 198) in the first instance via our Internal Dispute Resolution (IDR) process. If the matter is not resolved to your satisfaction through the IDR process, then you are able to lodge the complaint with AFCA for them to consider. If you lodge a complaint with AFCA before Ortus Financial has had an opportunity to resolve the complaint with you directly, AFCA will refer it to Ortus Financial before it can be considered further.
Internal Dispute Resolution (IDR) Process
If there is ever an occasion where you are not fully satisfied with a service offered to you, we ask that you first speak with the Ortus Financial relationship manager that was assisting you. If you are unhappy with the response you receive from your relationship manager, you can ask to have the matter referred to our Complaints Manager.
The Complaints Manager can be contacted at:
Ortus Financial Pty Ltd
Suite 110, Level 1, 377 New South Head Rd
Double Bay NSW 2028
Phone: 02 9199-5000
All forms of complaints will be registered on our Central Complaints Register and a letter of Acknowledgement will be forwarded to you by the Ortus Financial Complaints Manager. We will also request that you complete a Ortus Financial Complaints form and provide any supporting documentation and/or relevant file information to the Ortus Financial Complaints Manager.
Upon receipt of the Complaints Form and all supporting documentation, the matter will be investigated and dependant on the circumstances a resolution provided to you by the Ortus Financial Complaints Manager within 45 days. Should an adequate response not be provided to you within 45 days, the Ortus Financial Complaints Manager must inform you of the reasons for the delay and advise you of your right to lodge a complaint directly with AFCA. However in most circumstances the response from the Ortus Financial Complaints Manager will be written and forwarded to you within 45 days, stating the reasons for reaching our decision/s.
In the event that the Ortus Financial Complaints Manager rejects your complaint or you are dissatisfied with our remedy should we accept your complaint, we will remind you of your rights to have your complaint lodged with AFCA. As a corporate credit representative (No. 518055) of Australian Credit Licence No. 390261, Ortus Financial Pty Ltd is required to be a member of an approved external dispute resolution (EDR) scheme such as AFCA. AFCA offers an impartial dispute resolution scheme to assist consumers to resolve complaints with participating financial services providers.
Australian Financial Complaints Authority:
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
Please note than in receiving, investigating and deciding on a complaint, and in the recording of information for reporting purposes, Ortus Financial Pty Ltd will respect your privacy by complying with our obligations under the Privacy Act 1988. If at any stage of the process you wish to clarify any information, please do not hesitate to contact our Complaints Manager on (02) 9199-5000 or via email to email@example.com