COMPLIANCE

CREDIT LICENCE

Iskan Finance is an independent Credit Representative of a holder of an Australian Credit Licence.

EDUCATION
Compliance is important to us. As part of the National Consumer Credit Protection Act requirements, our employees maintain a minimum of 20 hours ongoing yearly training.

INSURANCE
Iskan Finance is fully insured as per industry standards in Professional Indemnity.

MEMBERSHIPS
Iskan Finance is a full member of the Mortgage & Finance Association of Australia (MFAA) and also the Credit Ombudsman Service Ltd (COSL).

DISPUTE RESOLUTION
Iskan Finance has internal (IDR) and external dispute resolution (EDR) capability to ensure access to timely, efficient, effective and cost-effective customer dispute resolution.

Iskan Finance IDR policy is designed to ensure, wherever possible, that complaints or disputes are resolved directly with clients.

Iskan Finance EDR is available if disputes become entrenched and is designed to preserve customer relationships, maintain cost-effectiveness and improve customer satisfaction.

Guiding Principles for Dispute Resolution:
Commitment:
A copy of this policy can be collected from our website or will be forwarded on request by fax, email or post.

Lodgement:
Telephone complaints can be directed to (02) 9215 4100 or by fax to (02) 9215 4199 or by email from sales@iskan.com.au

Resources:
All staff dealing with customers will help to resolve a complaint.

Analysis and evaluation of complaints:
We will apply principles of fairness to our response.

Timeliness in response:
We will try and attend to complaints by the close of the working day following receipt.

Impartiality:
Where customers are unsatisfied with outcomes of the Iskan Finance IDR, Iskan Finance is a member of an External Complaints Resolution Body, Credit Industry Ombudsman Limited Member Number M0007209.

Case Management Team
C-/Credit Ombudsman Service
PO Box A252
Sydney South NSW 1235
Tel: 1800 138 422
Fax: 02 9273 8440
Web: www.cosl.com.au
Hours: 9:00am-5:00pm AEST