Complaints & Dispute Resolution Process

Our Commitment to You

We are committed to providing a high standard of service to our clients. We value your feedback and, if something goes wrong or our service does not meet your expectations, we want to know about it.

We take complaints seriously and will work with you to resolve your concerns in a fair, transparent and timely manner.

There is no charge for making a complaint.

Making a Complaint

If you have a complaint about our services, products, advice or the way we have handled a matter, please let us know.

When making a complaint, it is helpful if you can provide:

  • Your name and contact details;
  • Details of your complaint and what has occurred;
  • Any relevant documents or information; and
  • The outcome or resolution you are seeking.

We will provide reasonable assistance to anyone who requires help making or progressing a complaint.

We expect both our clients and our representatives to communicate respectfully and cooperate throughout the complaint resolution process.

Confidentiality & Privacy

We will handle your complaint confidentially and in accordance with applicable Australian privacy laws and our Privacy Policy.

Information relating to your complaint will only be shared where reasonably necessary to investigate and resolve the matter, or where required by law.

If you have concerns about your complaint being shared with a particular staff member or representative, please let us know and we will accommodate your request where reasonably practicable.

1

Speak With Your Account Manager

Your Account Manager or Service Officer is generally the first point of contact if you have a complaint or would like to provide feedback.

You can raise your concerns by phone, email or in writing. Our representative will listen to your concerns and will do their best to resolve the matter as quickly as possible.

If your complaint cannot be resolved at this stage, or you would prefer not to discuss the matter with the representative involved, you can refer your complaint directly to our Complaints Officer.

2

Complaints Officer

Our Complaints Officer will review your concerns and work with you to reach a fair and reasonable resolution.

We will acknowledge your complaint within 24 hours or one business day of receiving it, or as soon as reasonably practicable.

We will keep you informed of the progress of your complaint. Where your complaint remains unresolved, we will provide you with a progress update at least every 10 business days.

We will aim to resolve your complaint as quickly as possible and within the timeframes required under applicable complaints handling requirements.

You can contact our Complaints Officer by:

Phone: Contact our office and ask to speak with the Complaints Officer

Email: Email our office and request that your complaint be referred to the Complaints Officer

In writing: Address your correspondence to the Complaints Officer

We will also provide reasonable assistance if you need help lodging or progressing your complaint.

3

Independent Review

If you are not satisfied with the outcome of our internal complaints process, we may arrange for the matter to be reviewed by our independent external consultants.

This review is provided at no cost to you and is intended to provide an impartial assessment of the complaint and assist in reaching a fair outcome.

Further information and contact details can be provided upon request.

4

Australian Financial Complaints Authority

If your complaint has not been resolved to your satisfaction, you may be entitled to refer the matter to the Australian Financial Complaints Authority (AFCA).

AFCA provides a free and independent external dispute resolution service for eligible consumers and small businesses.

Generally, you should first provide us with an opportunity to resolve your complaint through our internal complaints process before referring the matter to AFCA.

Time limits may apply to complaints lodged with AFCA, so we recommend contacting AFCA or reviewing its current requirements if you are considering making a complaint.

Australian Financial Complaints Authority (AFCA)

Phone: 1800 931 678

Email: info@afca.org.au

Mail: GPO Box 3, Melbourne VIC 3001

Call AFCA Visit AFCA Website

Our Commitment Throughout the Process

Throughout the complaints process, we will:

  • Treat you fairly and with respect;
  • Listen to and properly consider your concerns;
  • Provide reasonable assistance where required;
  • Keep you informed about the progress of your complaint;
  • Protect your privacy and confidentiality;
  • Explain the reasons for our decisions; and
  • Provide information about further options available to you if we are unable to resolve your complaint.