Internal Dispute Resolution

Internal Dispute Resolution Process

We recognise that sometimes things don’t go as planned. It is important to Rocco Massaria that we resolve your concern. If you have a matter that is in dispute or a complaint you can use our Internal Dispute Process by contacting us as detailed in Step 1.

The Internal Dispute Resolution Process is a 3 step process.

Step 1:  Contact

Contact Dispute Resolution Manager:

By Phone 1300 214 450

By Email:

Mail: Unit 16, 191 Parramatta Road

Auburn NSW 2144

Step 2:

We will do our utmost to resolve the matter in a timely fashion. If we cannot

resolve the matter promptly due to its complexity, you will be advised in writing.

Step 3:

If you are still not satisfied with the outcome, you can refer your concern to an

independent external Dispute Resolution Scheme whose details appear below.

External Dispute Resolution Service

The Australian Financial Complaints Authority ( AFCA ) was established to provide assistance in dispute resolution between clients and members of the financial services industry, which include mortgage managers and providers of financial products. Services are free to consumers.

How to contact them :


Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001




1800 931 678