We value your feedback.
At Mortgage Ezy we are committed to the delivery of excellence by adhering
to the highest customer service standards.
Whether you are providing feedback, paying a compliment or making a
complaint, your input is the key to improving our products and services.
Providing your feedback to us.
Your feedback helps us maintain a high standard of service and ensures that
our products and services match your needs. If you would like to provide
some feedback or make a suggestion about how we can improve our service,
please let us know.
Paying a compliment.
If you have received exceptional service from our staff we would like to hear
from you. Our staff members appreciate receiving positive feedback from their
Making a complaint.
If you have encountered a problem with our service, or if you have any
concerns about a procedure or compliance issue, we would like to hear from
you. We will investigate the complaint, answer your questions and do
everything we can to regain your confidence in us.
Mortgage Ezy has established a process for dealing with customer complaints
that satisfies our obligations under the relevant legislation.
You can tell us about your concerns either by telephone, e-mail, fax or letter.
We would prefer the complaint to be made in writing, by either letter, facsimile
or e-mail, as this helps to reduce the risk of misinterpretation or
misunderstanding from our end.
To help us assist you with your concerns, we ask that you:
• gather all the supporting documents relevant to the complaint;
• think about the questions you would like us to answer; and
• tell us what you think would be a reasonable response to your
Once received, we will designate the relevant Complaint Resolution Officer or
Senior Manager, who will:
• gather information to investigate your complaint and identify the
• consider the most effective course of resolution;
• communicate and discuss our findings with you and agree to a plan of
if a resolution cannot be reached, refer you to the relevant external
dispute resolution scheme.
You may contact us to provide feedback, pay a compliment or make a
complaint, in any of the following ways.
1. By sending a letter to
Mortgage Ezy Pty Ltd
Ezy Client Care
Locked Bag 7640
GCMC QLD 9726.
2. By sending a fax to 1300 FAX EZY (329 399)
3. By sending an e-mail to [email protected]
4. By telephoning Ezy Client Care on 1300 TEL EZY (835 399)
We would like to assure you that at Mortgage Ezy all matters are dealt with
seriously and in a confidential manner.
We expect that our front line customer service staff and managers will completely resolve the issues you raise. If, despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may wish to contact an External Dispute Resolution Scheme. These schemes may be able to assist you to resolve your complaint, but only after you have made use of our internal complaints handling process. Mortgage Ezy customers are able to refer their concerns to the Credit and Investments Ombudsman (CIO) up until 31 October 2018, or the Australian Financial Complaints Authority from 1 November 2018.
The Credit and Investments Ombudsman (CIO) – up until 31 October 2018
The Credit and Investments Ombudsman (CIO) is an independent service that provides accessible, fair and independent dispute resolution for consumers and credit providers.
The Australian Financial Complaints Authority (ACFA) – from 1 November 2018
ACFA provides fair and independent financial services complaint resolution that is free to consumers.