Internal Dispute Resolution Procedures
More Rosh & Waters aim to provide the very best service for our clients. In the event that you are disatisfied regarding any part of our service, we have an Internal Dispute Resolution process in place to assist in satisfying any complaint. In addition to this scheme, More Rosh & Waters is also a member of the Mortgage and Finance Association of Australia (MFAA) and the Credit Ombudsman Service Limited (COSL).
First Point of Contact for a Complaint
Alan Harrosh Director - More Rosh & Waters Pty Ltd
Tel: (03) 8809 1900
Then; Deputy Complaints Officer
Clinton Waters Director - More Rosh & Waters Pty Ltd
Tel: (03) 8809 1900
The Complaints Officers are senior personnel in our organisation and have the necessary experience and authority to handle your complaint and make relevant decisions on outcomes. The complaint need not be in writing and may be presented to us by any reasonable means, for example letter, telephone, email or in person.
You can also contact us on/at:
More Rosh & Waters
333 Canterbury Road
Canterbury VIC 3126
P (03) 8809 1900
F (03) 8809 1901
Should you not be satisfied with the outcome of our investigation of your complaint you have the option of contacting the Credit Ombudsman Service.
More Rosh & Waters ensures that all staff and consultants who deal with (or are likely to deal with) clients, are aware of the names, titles and telephone numbers of our Complaints Officer and Deputy Complaints Officer.
Each staff member and consultant is also instructed in how to transfer a customer who has a complaint to our Complaints Officer or Deputy Complaints Officer; and what customer details to record if the Complaints Officer and Deputy Complaints Officer are for any reason unavailable (this information will include a minimum of the name, telephone number, and description of the product or transaction to which the customer's complaint relates). More Rosh & Waters does not to charge any fee in respect to any complaint.
Investigating a Clients Complaint
A customer's complaint will not be investigated by the Complaints Officer or Deputy Complaints Officer if they are in any way involved in the subject matter of the complaint.
We will provide a written acknowledgement of receipt of your complaint within 5 business days, unless the complaint is otherwise resolved in the meantime. We will ensure that a substantive response is given to your complaint as soon as possible, but within forty five (45) days of receipt of your complaint. If we cannot respond to your complaint within forty five (45) days, we will inform you of the reasons for the delay and of your right to refer the complaint to the Credit Ombudsman Service.
We will have substantially responded to your complaint if we:
(a) Accept the complaint and, if appropriate, offer redress, or
(b) Offer redress without accepting the complaint; or
(c) Reject the complaint.
Written Response to Client
We will give you a written response to your complaint and the reasons for reaching a particular decision on the complaint and will adequately address the issues that are raised in your complaint.
Where practicable, our response will refer to applicable provisions in legislation, Codes, Standards or Procedures.
If we accept your complaint and are of the view that it is appropriate to offer redress to you, that redress may be non-financial as well as, or instead of, financial. If we consider that a financial remedy is appropriate then we will provide compensation for any direct loss or damage caused. We will, when determining the appropriate remedy, take into consideration the extent of loss or damage suffered by you, relevant legal principles, the MFAA Code of Practice and other relevant codes of conduct and concepts of fairness and relevant industry best practice.
External Dispute Resolution
If the complainant is dissatisfied with the More Rosh & Waters remedy, you have the right to take the complaint to an External Dispute Resolution company for further investigation. The external Dispute Resolution Company contact details are the Credit Ombudsman Service Ltd (COSL). Contact details for COSL are:
We will keep data concerning your complaint in such form and manner as we think fit and will enable analysis according to:
(a) Type of complaint;
(b) Subject of complaint;
(c) Outcome of complaint;
(d) Timeliness of response.
So that we can identify any systematically recurring problems, we will as far as is practicable and relevant, classify complaints according to the particular provision of the MFAA Code of Practice alleged by you to have been breached.
Subject to legal constraints including constraints as to privacy, we will make available data collected in respect of your complaint to the Australian Securities and Investments Commission.
We will review our Internal Dispute Resolution Procedures every three (3) years to ensure that our complaints systems are operating effectively. This document was reviewed on 12th July 2011.