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At AFG Home Loans, we aim to provide the very best service for our customers. 

We are committed to providing a high level of service. However, there may be times where you may feel that this is not the case. We have a process to help resolve those disputes if you have a complaint. The effective handling of complaints and resolution of disputes is a key means of ensuring that the products and services offered by us are provided efficiently, honestly, and fairly. 

If you are not satisfied with our service, please let us know so that we can improve. If you have a concern that we have not been able to resolve and you would like to make a complaint you can do so through our internal dispute resolution process which is designed to deal with complaints genuinely, efficiently, and effectively.

How do you lodge a complaint? 

You can lodge a complaint by contacting the Edge Support Team by: 

Email: complaints@advantedge.com.au  
Phone: +61 (3) 7035 7008  
Mail:  

Complaints and Disputes Resolution Officer
Advantedge Financial Services Pty Ltd 
700 Bourke Street,
Docklands,
VIC 3008  

If you are unhappy with a product or service we provide, or the way we handle personal information about you we’d like to hear about it. 

You can do so by writing, calling or emailing us with your complaint. 

We may ask you to provide us with details of your complaint including: 

• Your full name, address and contact phone numbers.
• Your account number (if applicable).
• A description of your complaint.
• Any additional documentation or information that may support your complaint and help us to resolve it.
• How you would like us to resolve your complaint.

We may ask for further information and request that you put the details of your complaint in writing to ensure your complaint is properly investigated. 

Where your complaint is in relation to a broker or mortgage manager, we may ask you to contact them to resolve the matter in the first instance.

Investigating your complaint and timeframes for response 

Most matters can be resolved quickly when you contact us. If your complaint requires it, we will investigate the matters you outline fairly and in a timely manner. 

We will inform you of the progress of our investigations. We will provide you with the outcome of the investigation and the reason/s for our decision or inform you when we require more time to complete the investigation. If your complaint is about the way, we handle credit information or credit eligibility information we hold about you, we may seek your agreement to extend the time for us to complete the investigation. 

A complaint will not be investigated by a staff member who is involved in the subject matter of the complaint. 

We will try to resolve the matter as soon as possible. We will acknowledge your request within 1 business day of receipt of the complaint or as soon as practicable with you in person, on the phone or in writing. If within 5 business days, we resolve the complaint to your satisfaction or can take no further action other than to provide an explanation and/or apology, we may not provide you with a written response, unless you request it or if your complaint relates to hardship. In most cases where your complaint cannot be resolved immediately, we will let you know in writing of the outcome usually within 30 days of receiving your complaint. In some cases, a different timeframe applies. 

If your dispute or complaint is credit-related involving default notices, hardship notices or requests to postpone enforcement proceedings, we’ll work towards resolving your dispute or complaint within 21 days. If we don’t have sufficient information about a hardship notice to decide, we’ll request the information within 21 days of receiving your complaint, and you’ll need to provide the information within 21 days of receiving the request. When we’ve received the information, we’ll provide our response within 21 days. If we don’t receive the information within the required 21 days, we’ll provide a response within next 7 days. If agreement is reached with you about a hardship notice or request to postpone enforcement proceedings, we’ll confirm the terms and conditions in writing within 30 days. 

If there is no reasonable opportunity for us to provide a response within the timeframes detailed above because your complaint is particularly complex and/or there are circumstances beyond our control causing complaint management delays, we’ll give you an advance notification informing you about the delay. 

What if you are not satisfied? 

If you are not satisfied with our response to your complaint or we do not reach agreement within the prescribed timeframe, which is 30 days for most complaints and 21 days for complaints involving hardship, postponement of enforcement proceedings and default notices, you may refer the complaint to our external dispute resolution provider, the Australian Financial Complaints Authority (AFCA). 

AFCA contact details are:
Phone: 1800 931 678
Email: info@afca.org.au
Online: www.afca.org.au
Address: GPO Box 3, Melbourne VIC 3001

This is a free service which provides you with an independent mechanism to resolve certain complaints.