Our aim is to resolve your complaint within 5 business days, however, where possible we will resolve your complaint on the spot. If we need some additional time, we will let you know.
We’ll try our best to resolve your complaint as quickly as possible and we’ll send you our final response within the timelines outlined in the table.
If in exceptional circumstances we can’t respond in this time, we’ll contact you to explain the delay and give you an indication of when to expect our response.
If you’re unhappy with the progress of your complaint at this point, you can refer it to the Australian Financial Complaints Authority.
| Customer Request |
Information |
Maximum timeframe |
| Dispute involving Hardship Notice, Default Notice, Enforcement Proceedings and Request for postponement of Enforcement Proceedings |
if Homestar does not require further information from the complainant. |
21 days after the day of receiving the hardship notice. |
| if Homestar requires the complainant to provide further information and it does not receive any information in compliance with the requirement. |
28 days after the day the request for further information was made by Homestar. |
| if Homestar requires the complainant to provide further information and it receives the information in compliance with the requirement. |
21 days after the day of receiving the further information (which would be a maximum of 63 days from the date that the complaint has been received). |
| For all other disputes |
A final response must be provided with respect of the complaint. |
30 days after the day of receiving the complaint |
