Thank you for considering doing business with My Mortgage Freedom Pty Ltd.
We are a licensed provider of credit assistance under the National Consumer Credit Protection Act 2009. This document provides you with information about us, with whom you are dealing and the services we provide.
Licensee’s business name: My Mortgage Freedom Pty Ltd, ABN 34 154 046 965
Licensee’s address: 14 Northumberland Street, South Melbourne Vic 3205
Licensee’s phone number: 03 8256 1914
Licensee’s email address: [email protected]
Licence number: 473797
If you are looking for consumer credit products, our role is to help you find a product that suits you. That process involves talking to you to understand your requirements and objectives in seeking credit, as well as understanding your financial position.
Our assistance process
We are required by law to ensure that any credit product with which we assist you can be deemed “not unsuitable” for you. In simple terms, this means that the product fits your needs and that you can afford to meet the financial repayments.
To establish this, we need to:
- make enquiries with you as to your needs;
- make enquiries with you as to your financial position; and
- collect evidence from you to verify your financial position.
Once we have done this, we will then use our broking expertise to find a product in the market place that you can afford and that meets your needs.
We can provide you with a report – called a Preliminary Assessment – on how we determined that any loan we assisted you with was not unsuitable for you. You may request this report up to seven years after we provided you with this assistance.
Our panel lenders
In the past 3 months, the top 6 lenders that our clients have been placed with are:
- ANZ Bank
- ING Bank
- Bank of Melbourne
- La Trobe
This is not to say that we will only deal with these lenders, it is simply that the products these lenders offer have been most suitable to our most recent clients. Your case may be different and we would look at your needs separately and independently of the above list.
Fees payable by you
Generally, no fees or charges are payable by you to us for our credit assistance. In some instances, a fee for service may be required and the details of fees payable by you will be set out in our credit quote, which we will give you before a finance application is lodged.
However, you may be charged a lenders’ application fees, valuation fees and other fees associated with the loan. These fees are not charged by us and will be disclosed to you prior to the credit application. Please note if a valuation is conducted and you choose not to proceed with the loan, you may be liable for the valuation fees.
Commission received by us
We may receive commissions from the lenders and lessors who provide finance for you as our customer. These are not fees payable by you. You may obtain from us information about a reasonable estimate of those commissions and how those commission are calculated.
We use the services of a finance aggregator in order to gain access to many different Australian lenders. In return for this service, our aggregator charges us a share of the commission paid to us by lenders. If you are interested and want an estimate of what the aggregator’s commission share will be and how it is worked out, please just ask us and we will be only to glad to provide you with this information.
In some cases, your business may have been referred to us by non-regulated third parties such as real estate agents, accountants, financial planners etc. Where this is the case, we may pay a referral fee to these parties. If we do pay a fee to these parties, then 1) they should already have told you about this; and 2) we will either disclose the actual fee in our final documentation with you or we will instruct you that, if you want to know, you can ask us about the fees and we will tell you how much was paid and how it was worked out.
Conflict of interest
While we have other services in our business that would benefit our clients, you are under no obligation to use these services.
What if you are not happy with our services?
At My Mortgage Freedom Pty Ltd, we always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services.
We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.
If, for any reason, you do not feel that you have received the highest standard of care from us, we encourage you to share this with us. We have developed a process that we believe makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.
You can contact us by whichever of the following means best suits you:
- by telephoning us on 03 8256 1914
- by emailing us at [email protected]
- by writing to us at 14 Northumberland St South Melbourne Vic 3205
If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint.
We will try to deal with your complaint on the spot. However, if this is not possible, we will write to you to acknowledge your complaint within 5 days. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event we are still investigating your complaint after 45 days we will write to you to explain why and to let you know when we expect to have completed our investigation.
When we have completed our investigation we will write to let you know the outcome and the reasons for our decision.
Taking it further
We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 45 days, then you can have your complaint heard by our external disputes resolution scheme (EDRS), the Australian Financial Complaints Authority (AFCA).
You can contact AFCA at:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Email: [email protected]
Phone: 1800 931 678
Feel free to ask any questions you may have about this Credit Guide or anything else about our services.