Quality

AMAL is now in its second year of evaluation by Standard and Poor's Ratings Services (S&P). In 2005, 2006 and 2007, S&P assigned AMAL an ABOVE AVERAGE servicer ranking in Australia. AMAL has now been included on Standard and Poor's global select servicer list.

The ABOVE AVERAGE ranking reflects AMAL's comprehensive quality assurance framework, solid loan servicing platform, experienced management team and prudent risk management framework. We have included the 2006 servicer evaluation as Appendix Four.

Quality management

AMAL is committed at all levels of the organisation to the highest level of customer service and continual improvement of process. As part of this commitment AMAL has implemented a Quality Management System, pursuant to the International Standard ISO9001:2000.

The ISO9001:2000 program provides companies with an independent auditing and certification structure for their quality systems and is evidence of full compliance with international quality standards.

The ISO9001:2000 program incorporates all aspects of the company's operations governing the following areas:

• Management responsibility (incorporating commitment and planning, customer focus, quality policy, planning, quality objectives, responsibility, authority and communication, risk management, internal communication and review).
• Resource management (provision, human resources, infrastructure and work environment).
• Product realisation (planning, aspect, fees, customer-related processes, design and development, purchasing, production, control of monitoring and measuring devices).
• Measurement, analysis and improvement (monitoring and measurement, non-conformance, analysis and improvement).
• Documentation and data control (document structure, quality records, master documents, controlled documents, loan file storage, and security documents).

Internal controls audit

Each year Ernst and Young conducts a review of AMAL’s internal controls and certifies as to the ability of the systems to manage the products of its customers.