About Chocolate Money

Chocolate Money Pty Ltd is a licensed finance broking company, specialising in providing Credit Advice for the self employed and also trades as Master Builders Financial Services.

We specialise in all types of loans - especially loans relating to property!

   Master Builders Association of Victoria

 

  AON - ebenefits

Click here to find out more about our Alliances.

Chocolate Money is a member of PLAN Australia and the Mortgage and Finance Association of Australia as well as having been a major sponsor of Victorian Chamber of Commerce and Industry.

Chocolate Money also has direct relationships with many other residential and business lenders. With access to hundreds of loans, Chocolate Money can provide a solution to suit nearly any borrower's needs. Each loan is quoted on a case-by-case basis with the aim of sourcing the best loan for our customers whether through a traditional large bank or a specialty lender.

Click here to meet the team.

Chocolate Money is an Australian owned company, servicing the finance needs of every day Australians, all over this great land. The 5 Divisions of Chocolate Money are:

Chocolate Home Loans Division

Chocolate Construction and Development Division

Self employed Division

Chocolate Covered Insurance

INFORMATION FOR BUILDERS:

Our Code of Conduct:

  • Do the RIGHT thing - always!
  • Act with the highest level of professionalism, courtesy and compassion so people choose to deal with us because they 'feel good' afterwards
  • Always act in the best interest of Chocolate Money, its customers and its staff with the objective of mutually beneficial outcomes
  • Act with the highest levels of integrity, honesty and kindness with all business dealings

Professional Memberships:

AUSTRALIAN CREDIT LICENCE NUMBER: 387277

  • MFAA - Mortgage and Finance Association of Australia
  • COSL - Credit Ombudsman Services Limited
  • PLAN - Professional Lenders Association of Australia

Internal Dispute Resolution procedures

Receiving complaints

Complaints can be lodged by contacting Harry Pontikis, the Complaints Officer By:

Telephoning – 1300 137 539
Emailingharry@chocolatemoney.com.au
Writing – Chocolate Money, Level 3, 332 Albert Street, East Melbourne 3002

Or by speaking to any representative of our business who will refer complainants to the Complaints Officer.

We adopt the definition of ‘complaint’ in AS ISO 10002-2006 namely ‘an expression of dissatisfaction made to an organization, related to its products or services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected’.  This means we will treat informal complaints seriously and refer them to the IDR unless they are resolved by the end of the next business day.

Any complaints which are resolved to the customer’s satisfaction by the end of the next business day (starting from when the complaint was received) will not require the full IDR process to be applied.  There is no need to capture and record the complaint or respond as set out below.

Investigating complaints:

The Complaints Officer will review the complaint carefully and promptly, taking such steps and review such documentation as a reasonable person would do.

Responding to complaints within appropriate time limits and referring unresolved complaints to an EDR scheme

The Complaints Officer will provide a written ‘final response’ to the complainant within 45 days (21 days where the complaint relates to default), which states:

  • The final outcome of the dispute at IDR
  • The right to take your dispute to the EDR
  • The name and contact details of our EDR scheme.

If the Complaints Officer is unable to give a final response within the specified period, the Complaints Officer will, before the end of the period:

  • Inform the complainant of the reasons for the delay
  • Advise the complainant of their right to complain to the EDR
  • Provide the complainant with the name and contact details of your EDR scheme

The NCC allows credit providers 21 days to consider hardship and postponement applications.  At the end of that period, if there is no agreement, there will be no further time to handle the dispute at IDR, and the complainant must be referred to EDR

When deciding about hardship or postponement applications, the Complaints Officer will give EDR contact details when:

  • Advising whether the claim has been agreed to; or
  • The notification of variation to the credit contract is given within 30 days after the variation is agreed

The complainant can go direct to EDR regarding disputes involving hardship or postponement which also involves issues with default notices

Legal proceedings

Unless the statute of limitation is about to expire, legal proceedings will not be commenced or continue nor will any other enforcement action be taken during the IDR period and for at least 14 days from giving a final response.

If the complaint discloses a systemic issue, the complaints officer will immediately bring the matter to the attention of the business owners. 

The types of remedies available for resolving complaints or disputes.

If a complaint is justified, the Complaints Officer will recommend a solution comprising one or more of the following:

  • An apology
  • Compensation
  • Vary contractual obligations
  • A free service.

Internal structures and reporting requirements

The Complaints Officer reports directly to the business owners.  The Complaints Officer will make a written report annually as a mimimum.  The Complaints Officer will ensure that these procedures are reviewed at least annually and a report on the review provided to the business owners

Guiding Principals

Visibility – We will take reasonable steps to ensure customers know about the existence of our IDR procedures and how to make a complaint or apply for hardship or postponement.  This information will be readily available, not just at the time a consumer wishes to make a complaint or dispute.  All staff who deal with customers, not just complaints or disputes handling staff only, should have an understanding of our IDR procedures.

  • Objectivity – We will address each complaint in an equitable and objective manner.  Where possible, the complaint should be investigated by staff not involved in the subject matter of the complaint
  • Charges – The IDR procedures are free of charge
  • Confidentiality – We will keep information confidential
  • Customer focused approach – We will be helpful, user friendly and communicate in plain English, showing our commitment to resolving complaints
  • Commitment – We are actively committed to efficient complain handling.  Our procedures are published on our website.
  • Analysis and Evaluation of Complaints – All complaints will be classified and then analysed to identify systemic recurring and single incident problems and trends

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