Inside Group Pty Ltd trading as Inside Mortgage
Australian Credit Licence: 400 711
20th July 2016
Thanks for taking the time to view our information on the previous page. Inside Mortgage uses it’s best endeavours to assist borrowers and home buyers to source and find home loan products at the most competitive pricing, product and structures that are defined relevant and not unsuitable.
In this document you will find all information relating to how to review content, how we store data, protect your privacy, complaints department, FOI, Feedback and more. We further breakdown information pertaining to our licencing and authority acting as a credit provider in the intermediary sense of providing mortgage brokering advice to businesses and consumers in a residential and or commercial transaction.
The Customer Service Assurance (CSA) is an Inside Mortgage (iM) initiative that specifcally provides all Inside Mortgage customers a service assurance that outlines your expectations adherent to our ‘more choice, more service, more reliable’ mortgage difference. It explains clearly our commitment and all facets of how to do things or request things to be done, our service standards and quality of commitment.
These terms and conditions are a clear outset of what to expect and how the offer is expressed and delivered to avoid any misunderstandings or confusion along the way.
If at any point you do not understand any of the content, offer or promotion it is best to contact us direct 1300 30 96 90 or via email at email@example.com or via post Po Box 420 Fortitude Valley Q 4006.
Access Your Freedom Of Information
In accordance with section 6 of the Privacy Act, personal information Inside Mortgage hold for an individual is made available for an individual to access upon request. This service is made available to you in a form or manner suitable to your needs and expectations by contacting us in writing to:
The Privacy Officer INSIDE MORTGAGE
PO Box 420
Fortitude Valley Q 4006
Or for any enquires call:
Phone: 1300 30 96 90
Feedback is vital to the foundations of Inside Mortgage’s difference and ensuring we continue to improve and enhance our customer satisfaction. Whether it is testimonials or constructive feedback we handle all feedback positively. If you would like to provide feedback on our service please contact us on:
PO Box 420 Fortitude Valley Q 4006
Phone: 1300 30 96 90 Email: firstname.lastname@example.org Or visit www.insidemortgage.com.au and or complete our customer feedback sheets.
Make A Complaint
We believe if we don’t know about it we can’t fix it. At Inside Mortgage any complaints or concerns that may arise we treat very important and fast. We have introduced a conflict resolution system that enables us to address these issues promptly and effectively. A 24 hr conflict resolution standard means we aim to resolve, and or update you on all issues within 24 hours. We realise that some issues can be more complicated and may not be able to be resolved within this timeframe, however we commit to keeping you informed every 24 hours in order to resolve these issues effectively. Our 24hr standard is implemented across the board to maximise your satisfaction.
With regards to application stages we recommend you please liaise with your consultant if you believe an error has occurred. Furthermore you can contact our Complaints Manager at Inside Mortgage on:
The Complaints Manager INSIDE MORTGAGE
PO Box 420
Fortitude Valley Q 4006 Phone: 1300 30 96 90 Fax: 1300 66 04 05
If you are still not satis ed we have a process that allows you to contact the Credit Ombudsman Service on:
Freecall: 1800 138 422 Phone: 02 9267 0455
Fax: 02 9267 3125
The privacy of your information is very important
to us. At Inside Mortgage we pride ourselves on providing quality systems and procedures to protect all customer information and ensuring its security. The information we collect is for its intended purpose only and is collected by your Finance Consultant on behalf of Inside Group Pty Ltd (ACN 111 972 206) trading as Inside Mortgage to provide the best home loan to suit your needs and requirements.
We recognise the importance of your privacy and we are committed to protecting any personal information about you that we hold. In obtaining nance the information we collect is passed on to our head office, to the specific lender/s that is chosen and may be provided to Plan Australia Pty Ltd who is our aggregator for the purpose of administering commissions payable to us for all business conducted.
The Privacy Officer INSIDE MORTGAGE
PO Box 420
Fortitude Valley Q 4006
Phone: 1300 30 96 90
Mortage Express Servce
Inside Mortgage eXpress is a fast, proactive approach to mortgage broking. To put it simply it is a priority option giving you a 7 day service to getting your finance approved through one of our approved accredited panel of lenders.
It is applicable to all standard residential purchase loans giving customers the confidence and reliability of getting things done quickly. If your eligible to get a loan through any of our approved lenders and you need your finance fast, then all we do is carry out a few extra steps upfront to speed things up for you.
How does it work?
Step 1 Complete CRAA credit reports from Veda Credit
By completing this request it clearly outlines your credit history to the lender & positions us more accurately to match your product & lender criteria to your request.
Step 2 Undertake employment checks & verification
We will prepare the employment checks & verification as early as the same day of application to ensure express service & delivery.
Step 3 Organise valuation of property
Order a complete valuation on the purchased property by one of the approved panel of valuers. This will generally be completed within 3 working days & is ordered the same day of application.
What does this mean?
It’s that simple! By following these few simple steps we now can more accurately determine which lender is suitable for you with the help of employment checks and having credit and valuation reports completed with your application.
In most cases this can minimise the re-work that is required on loans in the event of credit or valuation shortfalls, ensure more accuracy with lender criteria and helps credit management by assisting them with approving loans based on viewing & assessing loans first time only.
* Conditions Apply. Our guarantee is based on the timeliness of processing, NOT on the guarantee of approval. Approval bears with the chosen lender. 7 days time frame starts once all items have been provided within the checklist and an in-person interview has been completed. Cost is $300 inclusive of GST.
ABOUT US (“we, us, our”):
Inside Group Pty Ltd (“licensee”)
Australian Credit Licence Number: 400 711
Address: Level 19, 10 Eagle St AMP Place Brisbane Q 4000
Tel: 07 3303 0283
Fax: 1300 66 04 05
Professional Lenders Association Network of Australia Pty Ltd (“broker group”)
ACN 086 490 833
Credit Representative Number: 392535
This document provides you with information relating to our activities under our credit license and clearly defines what services we can engage in under the new credit regime. It contains information about various fees and charges that may be payable by you to us, as well as about certain commissions we may receive, or we pay to certain third parties. It also contains information about what you should do if you have a complaint or dispute in connection with our services as a credit representative.
WHAT IS A CREDIT REPRESENTATIVE?
A ‘credit representative’ is a person who has been authorised by a credit licensee to engage in specified credit activities on behalf of the licensee. Our licensee is under Inside Group Pty Ltd.
WHAT IS CREDIT ASSISTANCE?
We give you credit assistance when:
• we assist you to apply for a particular loan or lease;
• we suggest you apply for a particular loan or lease (or suggest you apply for an increase to an existing loan); or
• we suggest you remain in your current loan or lease. TO DO BEFORE GIVING YOU CREDIT ASSISTANCE
Before we provide credit assistance to you, we assess whether the particular loan or lease is suitable for you. To do this, we need to make reasonable inquiries and verify that:
• the loan or lease or increase will meet your requirements and objectives; and
• you can meet the proposed repayments.
We won’t be able to give you credit assistance if our assessment shows that:
• you won’t be able to meet the proposed repayments without substantial hardship; or
• the loan or lease won’t meet your requirements or objectives.
GETTING A COPY OF OUR ASSESSMENT
If we provide you with credit assistance, you can ask us for a copy of our assessment any time up to 7 years after we provide you with a credit assistance quote. To request a copy please contact us. We will provide you with a copy:
• within 7 business days after the day we receive your request – provided you make the request within 2 years of the date of our credit assistance quote; or
• otherwise, within 21 business days after the day we receive your request.
INFORMATION ABOUT THE LICENSEE AND ITS CREDIT REPRESENTATIVES
We act as a credit representative for Inside Group. We are authorised to engage in credit activities including providing credit assistance on its behalf.
Subject to meeting credit criteria, we are able to assist you to obtain loans and leases for you from a broad range of lenders and lessors through our broker group.
The following are the lenders or lessors with whom we generally conduct the most business:
Our Top 7 Lenders
• Plan Lending
• NAB / Homeside
FEES PAYABLE FOR THE PROVISION OF CREDIT ASSISTANCE
We charge a fee for providing credit assistance. More detail about those fees will be set out in a quote we will give to you before we provide you with credit assistance.
FEES PAYABLE IN RELATION TO ACTING AS A CREDIT REPRESENTATIVE
OTHER FEES AND CHARGES
You may have to pay other fees and charges (such as an application fees, valuation fees and other fees) to the lender, lessor or other parties. You should review the disclosure documents and your loan contract or lease for further details of any such fees and charges.
COMMISSIONS WE RECEIVE FROM OUR LICENSEE
Our licensee has appointed our broker group as its agent to receive commissions from lenders and lessors and to pay us commission in relation to loan contracts or leases for which we provide credit assistance. The total amount of commission we may receive in relation to your loan or lease may vary depending on the lender or lessor, the term, the features, the amount of the loan or lease you ultimately choose and the amount and timing of the repayments that you make.
Loan Contracts such as Home Loans, Investment Property Loans and Personal Loans
Upfront commission payable by lenders in relation to loans is calculated as a percentage of the loan amount and is generally in the range of 0.6% and 2% of the loan amount. It is usually paid after settlement of the loan.
Trail commission payable by lenders in relation to loans is generally calculated regularly (monthly, quarterly, bi-monthly or annually) on the outstanding loan balance and is paid in arrears. The trail commission payable by lenders is generally in the range of 0% per annum and 0.45% per annum of the outstanding loan amount.
Upfront commission payable by lessors in relation to leases is calculated as a percentage of the lease amount and is generally in the range of 0.75% and 2% of the lease amount. It is usually paid after settlement of the lease.
Trail commission is generally not payable in relation to leases.
Further details of the commission earned by us will be included in the credit proposal disclosure document we will provide to you at the same time as we provide you with credit assistance.
You can request information from us about the fees that we are likely to receive, how those fees are calculated, and our reasonable estimate of the fees or commissions that will be payable.
VOLUME BONUS ARRANGEMENTS
Our broker group has volume bonus arrangements in place with the Commonwealth Bank of Australia, the Westpac Banking Corporation and the Australia and New Zealand Bank Group Limited. From time to time we or our broker group may receive a benefit, directly by way of cash bonus or additional commissions or indirectly by way of training, professional development days or sponsorship, if we or our broker group write a particular volume of loans offered by those lenders.
COMMISSIONS PAYABLE BY US
If a third party has introduced you to us or referred you to us, we may pay them a commission or a fee.
Further information about referral commissions, including our reasonable estimate of the amount of any commission payable and how it is calculated is available from us on request and will be included in the credit proposal disclosure we will supply to you when we provide you with our credit assistance.
Inside Group Pty Ltd is the licence holder which holds the ACL Australian credit licence number and is governed by the standard NCCP Act and Responsible Lending Conduct. Inside Group Pty Ltd trading name is Inside Mortgage. Under the same directorship and ownership Inside Group Pty Ltd sister company is Inside Wealth Pty. Inside Wealth Pty Ltd is a membership-based company assisting investors with a single All-in-One platform for property investment. We represent full disclosure to our clients and members that both Inside Mortgage and Inside Wealth may engage different roles and responsibilities to provide various products and services, and receive income, commission or fees from other third parties to conduct its full product and service.
DISPUTES OR COMPLAINTS
WHAT TO DO IF YOU HAVE A DISPUTE OR COMPLAINT?
We are committed to providing our customers with the best possible service. If at any time we have not met our obligations – or you have a complaint about any of our services – please inform us so we can work towards a resolution. We will endeavour to deal with your complaint promptly, thoroughly and fairly.
HOW TO MAKE A COMPLAINT AND THE COMPLAINTS PROCESS?
If we have a complaint, we request you follow these steps:
1. First make contact with your acting broker/consultant to discuss your concerns at hand.
2. If you feel this does not resolve your concern adequately and promptly, then you to contact our complaints department on 1300 30 96 90 or via email@example.com.
3. If you feel this still does not satisfy your requests then you contact our Business Manager in your capital city.
4. Furthermore, please review our CSA Customer Service Assurance Guarantee regarding our complaints process.
THIRD PARTY PRODUCTS OR SERVICES
If your complaint relates to a product or service acquired through a third party (for example, a lender) we may ask you to contract the relevant third party. They will deal with your complaint under their complaints resolution process.
If you are not satisfied with the resolution of your complaint by the third party under their complaints resolution process, you are entitled to have your dispute considered by their External Dispute Resolution Scheme. Please contact the third party for further details.
KEEPING YOU INFORMED
All complaints are handled with care and are to keep each client up to date with the progress of the complaint within our IDR policy. A substantive response must be provided as soon as near possible, and be cleared and closed within forty five (45) days after receipt of the customer’s complaint.
STILL NOT SATISFIED?
If you do not think we have resolved your complaint to your satisfaction, you may take the matter – free of charge – to the relevant External Disputes Resolution Scheme (provided it is within the scheme’s terms of reference) as detailed below. You may also refer the matter to the relevant External Disputes Resolution Scheme at any time, but if our internal process is still in progress, they may request that our internal processes be complete before considering the matter further.
Our external dispute resolution service provider is the Credit Ombudsman Service Limited, which can be contacted via:
• Telephone: 1800 138 422
• Online complaint form: http://www.cosl.com.au/Make-a-complaint-intro
• Website: http://www.cosl.com.au
• Mail: PO Box A252, Sydney South NSW 1235
• Fax: 02 9273 8440