AussieWise Customer Service Charter
AussieWise Finance Group prides itself on providing customer service which satisfies the needs of every client that chooses to engage our group for any product or service.
All staff are bound by the customer service charter and this forms part of their performance review on a regular basis, in essence we drive the right behaviors to achieve the desired result.
The desired result is simply a satisfied customer who only speaks highly of the service provided by AussieWise Finance Group and its staff.
What Should you Expect from our Consultants
At AussieWise, we invest in induction and on-going training of our consultants to help ensure that our customers are dealt with in a professional, courteous, ethical and honest manner. Below is a list of key points which covers off what is expected of our consultants.
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All dealings with customers to be performed in a professional, courteous, ethical and honest manner |
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Discuss and assess your needs and requirements as an individual for a loan and obtain information (with customers consent) to proceed with the loan |
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Offer a wide variety of loans based on your needs from our panel of lenders |
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Fully explain the details relevant to the loan chosen so the customer is educated about the product they are applying for |
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Provide an explanation to the customer about all the relevant fees and charges associated with the loan chosen |
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Submit the application to the lender chosen by the customer once all information has been gathered |
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Track the application from initial lodgment through to settlement ensuring that all the while the customer is kept in the information loop |
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Be available for the customer in the future if their needs change with regard their loan structure. AussieWise customer service does not end when the loan settles; we are there whenever the customer needs our services. |
Service Commitment
AussieWise Finance Group is committed to achieving and wherever possible surpassing the service standards set out in the customer service charter.
We commit to rectifying any issue which has arisen due to poor performance which has not met the customer service standards as set out in this document.
Our Customer Service Vision
We endeavour to provide a level of service to a customer which is beyond their expectations. Our customers should expect courteous, efficient and ethical communication transactions.
Customers will also be actively involved and informed about the process as it unfolds via direct communication with our AussieWise quality assurance team.
How will AussieWise achieve the Customer Service Vision
This will be achieved through rigorous training, ongoing customer service improvement initiatives, micro management of all day to day activities and one on one coaching of all AussieWise staff members.
Continuous Improvement Initiatives
At AussieWise we are constantly seeking new ways of doing business.
This includes, how we interact with customers, how we gather information, and what content is included on our web site (www.aussiewisefg.com.au ).
In essence, we constantly review our work methodology to ensure we are performing to industry best practice standards.
As such, our customers’ feedback is imperative in ensuring continuous improvement initiatives are achieved for the betterment of overall customer satisfaction. We invite our customers to provide feedback or suggestions on our services by simply sending in their feedback to
Customer Choice, AussieWise Panel of Lenders
AussieWise endeavours to provide the greatest variety and therefore choice to our customers by providing a comprehensive panel of lenders.
This is the only way in which a customer truly has a variety of choice and can therefore select a product which best suits their needs.
| Adelaide Bank |
AMP Banking |
ANZ Bank |
| ACCU |
Bankwest |
Bluestone |
| CBA / Colonial |
Citibank |
FAI (Allianz) |
| GE Mortgages |
Great Pacific |
Heritage |
| HLP Mortgage |
HOME |
HBS |
| Homeloans Ltd |
Homeside |
HSBC |
| IMB |
ING |
Integris |
| Keystart |
La Trobe |
Liberty |
| Macquarie |
Maxis Loans |
NAB |
| Pepper |
QCCU |
RAMS |
| Speak |
St George |
Suncorp |
| The Rock |
TIO |
Westpac |
Customer Complaint Resolution
AussieWise will do it’s utmost to ensure an expedient resolution to any customer complaint.
To help streamline the handling of any complaints should they arise, AussieWise has established a Quality Assurance complaints handling process. All that is required is for the customer to place the details of the complaint in an e-mail and send it to for action.
Information obtained through this channel will be used for the purposes of continuous improvement across the business.
If you are still not satisfied with the outcome AussieWise has provided then you have the option of contacting the Credit Ombudsman Service on:
Free call: 1800 138 422
Phone: 02 9267 0455
Fax: 02 9267 3125
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