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: manager@yourmanager.com.au
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
Online
Phone
1800 931 678