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Service Charter

MCCA’s Commitment to you

We are committed to providing all our valued customers with a high-quality experience when dealing with us.

Our aim is to provide you with a one-stop, end-to-end customer experience where you will always only deal with one MCCA staff member on any aspect of our products, from the time you apply right through to until you discharge or exit our product.

This is what our community expects from us as the premium provider of Shariah compliant finance and investment services in Australia.

This charter will express the service standards that we will commit to when dealing with you.

This commitment will regulate how our staff deal with you when you deal with us for Shariah compliant finance and investment solutions. We will deliver on our commitment by providing our staff with best-in-class training and monitor their performance by providing you with real-time processes for collating your feedback on whether we met your service expectations.

All customer feedback provided is reviewed by the management team daily and corrective action promptly taken where we have not been successful in meeting your expectations.

We endeavour to:

  1. Respond by phone, in writing or email, to all customer enquiries within five working days.
  2. Respond by phone, in writing or email, to all customers with the progress of their completed Finance Applications.
  3. Respond by phone, in writing or email, to all customers with their completed Investment Applications (MCCA Income Fund) within five working days.
  4. Keep your personal information secure and confidential. For our privacy policy, click here.
  5. Comply with the responsible lending conduct obligations in Chapter 3 of the National Consumer Credit Protection Act 2009. For more information on responsible lending, please click here.

To assist us to serve you more efficiently, we request you to complete your finance or investment applications prior to submission, and to be promptly responsive to our subsequent inquiries made in processing your application.

Post Call Surveys

You can now provide feedback on whether we met your service expectations every time you have a phone conversation with one of our customer service or finance staff.

Our staff member serving you will invite you to undertake a brief post call survey that would take you no more than 2 minutes to complete, and where you can let us know if your experience with us was positive or otherwise.

To encourage our staff to strive for excellence in serving you, your post call survey feedback is an integral component of our staff performance measurement and recognition.

Feedback on our performance and conduct

MCCA welcomes your constructive feedback on the performance of our officers and staff so that we can improve the service we provide to you. For feedback, please click here or contact us through:

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