Complaints Policy


Notify us of the complaint

Whilst we take client complaints very seriously, we cannot deal with them unless we know about them. Although we would prefer that you advise us by email or through our website, you can let us know in any way you find convenient, whether by personally advising, telephoning us, writing a letter, sending a fax, emailing or lodging it on our website.

Generally, we will be in a position to deal with the matter immediately. If we are unable to do so immediately, the matter will be referred to a more senior person. It is our intention to deal with all matters of complaint as quickly and as efficiently as possible.

Complete complaint documentation

Where the matter cannot be resolved to your satisfaction within 24 hours of you making a complaint, details of it will be recorded in our Complaints Register. If we do not have enough information, we will get it from you. We may ask you to complete a complaint form, which you will find here. Where your complaint is made orally, the staff member will fill out the complaint form on your behalf.

Notification

We will notify you in writing within 2 business days of the receipt of your complaint. We will also notify you of the procedures we will undertake as a result of your complaint.

Investigation

Your complaint will be investigated. The person with the ultimate responsibility for its investigation is our Complaints Officer who may be contacted using the following contact details:

Outcome

The matter will be resolved within 21 days of receiving your complaint.

Referral to our External Dispute Resolution Scheme

If you are not satisfied with the resolution proposed by us, you can take the matter further.

If the complaint relates to a financial service, you can refer it to our External Dispute Resolution Scheme. We are a member of Credit Ombudsman Service Ltd (“COSL”), one of the schemes approved by ASIC.

The contact details for COSL are as follows:

Australian Financial Complaints Authority

Postal Address GPO Box 3, MELBOURNE VIC 3001

Phone 1800 931 678

Email info@afca.org.au

If the matter relates to privacy, you may take the matter up with the Privacy Commissioner.

The contact details for the Privacy Commissioner, in the Office of the Australian Information Commissioner, are as follows:

Except for the provision of documents where you request them from us, there is no charge to you for the use of this procedure. The services of COSL and the Privacy Commissioner are made available at no charge to you.