About Chocolate Money

Chocolate Money Pty Ltd is an accredited mortgage broker. Chocolate offers highly competitive loans to support its various alliances including:

Master Builders Association of Victoria
Master Builders
Association of Victoria

Aon
AON - ebenefits


 


 

  

Click here to find out more about our Alliances.

Chocolate Money is also an accredited member of PLAN Australia and the Mortgage and Finance Association of Australia

. PLAN is one of Australia's largest mortgage aggregators with 15+ residential lenders and access to a long list of commercial lenders. 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.

Chocolate Money proudly supports a number of charities. Click here to view some of these...

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 C.A.D. Division (Constructions and Development)

Self employed Sweetness Division

Chocolate Covered Insurance

Chocolate Property

Chocolate Money has access to many lenders and ensures all its staff get paid the same - irrelevant of which lender is recommended to you

Our Code of Conduct:

Professional Memberships:

 AUSTRALIAN CREDIT LICENCE NUMBER: 387277

Internal Dispute Resolution procedures

Receiving complaints

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

 

·       Telephoning – 1300 137 539

·       Emailing – harry@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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