In this issue:

• COSL’s 8th Edition Rules were released on 20 October 2011
• Release of COSL Position Statements No. 4 and No. 5
• Information about IDR & Financial Hardship – Member News Issue 32 (13 November 2011)
• IDR & implications for COSL Members – Member News Issue 33 (22 November 2011)
• Credit Representatives and COSL (EDR) membership
• COSL Annual General Meeting held on the 23rd November 2011
• Recent Releases, Publications & Updates

We set out below information that may assist Members with internal dispute resolution (IDR) and handling clients complaints. It provides an overview of the IDR complaint requirements and timeframes, what to include in a complaint response and other helpful information.

We often receive complaints that should have been resolved between the parties without our involvement. This newsletter offers tips as to how you can deal effectively with financial hardship complaints before they are referred to us.

This issue contains useful guidance designed to assist finance brokers, mortgage managers and lenders to minimise complaints from borrowers about fixed interest rate loans. The guidance is based on our experience in dealing with such complaints.