Axcelerator Home Loans Internal Dispute Resolution Policy

Axcelerator Home Loans Pty Ltd is committed to fair and prompt resolution of any disputes or complaints. Please let us know any concerns you may have promptly because a conversation on the telephone means Axcelerator Home Loans can learn how to serve you better and continually improve our customer service. Often complaints are misunderstandings that can be resolved during a telephone conversation or two with our Dispute Resolution Officer.

If the initial discussions don’t provide a customer with a satisfactory resolution then our Dispute Resolution Officer will normally request that the complaint be put into writing. Once we have the complaint in writing we will confirm receipt and provide an estimated time for resolution.

The Dispute Resolution Officer will assist the customer with handling the complaint and will advise if any further information is needed. The Officer will liaise with Axcelerator managers and staff to find answers for the customer and if appropriate determine an equitable remedy. The customer will be informed of the decision and the reasons for that decision.

All investigation of complaints will be at no charge to the customer subject to statutory requirements.

Complainants should telephone in the first instance and ask to speak to our Dispute Resolution Officer:

Ph: 1300 667 684
Fax: (03) 8514 4244

In some cases you may be asked to provide further information or write to us at;

Axcelerator Home Loans Pty Ltd
Attention: Dispute Resolution Officer
Level 1, 382 Wellington Road
Mulgrave, Vic 3170