Complaints Policy

We are committed to providing quality advice and services and ensuring you are comfortable approaching us with any feedback, concerns, or complaints.  

 

We will listen to you and work with you to find a timely, fair and reasonable solution. 

 

Our complaints policy explains:

 

  • What you should do and what you can expect if you express dissatisfaction with us, our staff, the products we advise on, our services, and or this complaint handling process
  • How we provide a free service that openly invites your views and supports you in communicating with us
  • How long it generally takes to investigate your concerns 
  • How we keep you updated about the progress of your complaint 
  • Your right to an external review of our decision at any time.

 

We encourage you to first communicate with the person (within our organisation) you most feel comfortable dealing with regarding any feedback, concern, or complaint.  This person may be a Customer Service Officer, your financial adviser, and or you may prefer to contact our Complaints Officer:

 

Email: This email address is being protected from spambots. You need JavaScript enabled to view it. 

 

Phone: 1300 527 727.

( Business hours between 9:00am – 5:00pm AEST)

 

You may also prefer to appoint someone else to manage your complaint on your behalf, for example, a friend or family member, a legal representative, or financial counsellor, who you can authorise to talk to us on your behalf.

 

Please let us know if you have any special needs or require additional support  to communicate with us or access our complaints process.

 

Ideally, we will seek to acknowledge and resolve your issue, concern, or complaint as soon as possible and within 30 days (or less in hardship cases). We will acknowledge receipt of your complaint within 24 hours (1 business day) and attempt to resolve your issue, concern or complaint as soon as possible within 30 calendar days.  

 

Our resolution process will include assessment and investigation of the issue which may require us to contact you to seek further details/documents/information relevant to your complaint. We will work with you over this period and keep you updated on the progress of your complaint.

 

We will provide you with a written outcome (via email) to your complaint, explaining our reasoning.

 

Where your complaint is complex, or circumstances arise outside of our control, we cannot provide you an outcome within 30 days.  Instead, we will explain in writing our reasons within 30 days and outline a fair and reasonable expected date of when we can provide an outcome to your complaint. 

 

If you are not satisfied with the response you receive or your complaint is not resolved within 30 calendar days, you have the right to contact the Australian Financial Complaints Authority (AFCA).  

 

AFCA is an ASIC-approved external dispute resolution body and provides fair and independent financial services complaint resolution free to consumers.

 

Australian Financial Complaints Authority Limited

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Website: www.afca.org.au

Fax (03) 9613 6399



In Writing: 

Australian Financial Complaints Authority Limited

GPO Box 3

Melbourne VIC 3001

 

Phone: 1800 931 678 (Free call) 

9:00am–5:00pm AEST/AEDT weekdays

 

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