This IDR service is provided to you FREE of charge.

We, Alpha Lending, believe that it is essential for our customers to be able to identify and deal with a broker who has the ability, authority, and proper training to hear and respond appropriately to any complaints or disputes if they were to arise.

Alpha Lending are full members of the Mortgage and Finance Association of Australia (MFAA) and as such, we are also subject to the requirement to have in place an Internal Dispute Resolution (IDR) procedure.

Alpha Lending have worked to ensure that this procedure provides our customer with an open ability to raise concern and have it dealt with professionally and appropriately in a timely manner to preserve the integrity of the relationship that exists between you, our customers and the team at Alpha Lending.

Should you feel it necessary to lodge a concern or complaint, you can do so by contacting Mr. Darren Brits, the company’s complaint officer by any of the following:

• Telephone: (03) 9008 4426

• Email: darren.brits@alphalending.com.au

• Mail: 26 Newstead Street, Caulfield South, VIC 3162

• Or by speaking to any representative of the business who will refer your complaint to the Complaints Officer.

You should explain the details of your complaint as clearly as possible. You may do so verbally or in writing.

When we receive a complaint, we will attempt to resolve it promptly. We hope that in this way, there will be no need to escalate minor, unnecessary or inappropriate complaints.

We will observe the following principles in handling your complaint:

1. There is no requirement for face-to-face contact to occur between you and us, although it may be useful for us to come to a satisfactory resolution.

2. We expect that both parties will make a genuine attempt to resolve a complaint promptly.

3. We expect that both parties will provide all essential and relevant information, documents, written statements and any other material that may properly and reasonably be believed to assist in resolving the complaint.

4. We expect that both parties will comply with all reasonable requests from the other party to provide information within a reasonable time frame.

If we do not reach an agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is COSL (Credit Ombudsman Services Limited). They can be contacted by:

• Telephone: 1800 138 422

• Or on their website: www.cosl.com.au

External dispute resolution is a free service that has been established to provide you with an independent mechanism to resolve specific complaints.

It remains our focus to ensure our clients are well looked after and the service that we provide is beneficial to our clients, professional at all ties and complaint free. However, in the event that a complaint was to arise, you can have the comfort and confidence in knowing we deal with your concerns promptly, appropriately and professionally.