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Notify us of the complaint
Whilst we take client complaints very seriously, we cannot deal with them unless we know about them. For your convenience, you can lodge a complaint with us by email or through our website at any time.
We will confirm receipt of your complaint within 48 hours of receiving it. 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 48 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.
We will notify you in writing to confirm receipt of your complaint within 48 hours of receiving it. We will also notify you of the procedures we will undertake as a result of your complaint.
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:
Name: Complaints Officer
Phone: 1300 189 823
The matter will be resolved within 14 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 the Australian Financial Complaints Authority (“AFCA”), one of the schemes approved by ASIC.
The contact details for AFCA are as follows:
Australian Financial Complaints Authority
Phone: 1800 931 678
Hours: 9:00am–5:00pm AEST/AEDT weekdays
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:
Phone: 1300 363 992
Fax: 02 9284 9666
Mail: GPO Box 5218, Sydney NSW 2001
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 AFCA and the Privacy Commissioner are made available at no charge to you.