Login
Login

Customer
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:

4.6/5
Read more reviews:
M E
M E
2023-10-03
The process of re-financing was quick and smooth. I highly recommend MCCA. Sister Faten was a huge help. She made the process quick and easy, and helped with any questions along the way.
Muhammad Inaam Afzaal khan
Muhammad Inaam Afzaal khan
2023-10-03
Alhamdolillah very professional experience, Team is always ready to help. I am glad Alhamdoilllah we have opporutinity for Islamic finance in Australia. May Allah reward all who are involved.
Khaleel Esbaitah
Khaleel Esbaitah
2023-10-02
Kefah Mohammad is the Best broker I have ever dealt with. Made my life easy , walked me through the finance process and expedited the approval. Gave the right advice and most important he was in my corner the whole time and saved me lots of headache and money . I am really thankful for having him my broker. Thanks Kefah.
Masudur rahaman sayem
Masudur rahaman sayem
2023-09-28
I had the pleasure of working with brother Mohammed Mahboob, at MCCA, and I cannot express enough how grateful I am for his exceptional service. Brother went above and beyond to help me secure my home loan, and I couldn't have asked for a better partner in this process. From the very beginning, he was incredibly knowledgeable and patient. He took the time to explain all the intricacies of the mortgage process, making sure I understood every step along the way. He always made himself available, even outside of regular business hours, to ensure that I felt supported and informed. Thank you, brother, and thank you, MCCA, for providing such outstanding service!
Mynul Khan
Mynul Khan
2023-09-28
Alhamdullah, I received the best service from Br Saifuddin Ahmed and Sis Jihan Abdel-Fattah for my home finance. They provide all necessary supports to me until settlement. Specially Br Saif Ahmed reply my home finance application email/call me in same day and mentioned that they will approve my home finance in cooling-off periods. Sis Jihan Abdel-Fattah email/call me to process all paperwork until finalise. Many thanks to all of MCCA.
Ahmed Nahian
Ahmed Nahian
2023-09-25
I've found Saifuddin and team to be consistently professional, attentive and responsive.
Khalida & Sediq
Khalida & Sediq
2023-09-25
Brother Kefah has again been great to deal with from the start. He understood my needs and helped me out with all issues I had. Highly recommend working with him
Yusuf MD
Yusuf MD
2023-09-13
Mr. Mahboob Murshid, our dedicated representative, efficiently managed our case, ensuring a swift processing. He possesses outstanding skills in understanding and addressing customer needs, maintaining a high level of professionalism throughout. I deeply value his diligence and commitment and wholeheartedly endorse him to our friends and family.
Reza Taufiq
Reza Taufiq
2023-09-07
I recently had the pleasure of working with Sister Faten Helmy at MCCA for my financial needs, and I cannot speak highly enough about the exceptional service I received. From start to finish, the experience was smooth, transparent, and highly professional. Sister Faten Helmy truly stood out as a knowledgeable and experienced finance professional. They took the time to understand my financial goals and tailored their recommendations to meet my specific needs. Their ability to explain complex financial concepts in a clear and understandable manner was greatly appreciated. I felt well-informed and confident in every decision I made. Furthermore, the efficiency and responsiveness of Sister Faten Helmy and their team were remarkable. They promptly returned calls and emails, ensuring that I never felt left in the dark. This level of communication and commitment to customer service is truly commendable. In conclusion, I wholeheartedly recommend Sister Faten Helmy and MCCA to anyone seeking top-notch financial services. Their expertise, professionalism, and dedication to their clients make them a standout choice in the world of finance. I look forward to continuing my financial journey with them by my side. Jak, Sister Faten Helmy, for your outstanding service!

Finance Application

We congratulate you for making the right choice and selecting the halal home loan alternative. Firstly, complete the home mortgage form below. Once you have completed and submitted this form, a dedicated MCCA sales executive will contact you within 1 business day to walk you through the next stage of your application.