Complaints

If we are unable to resolve your complaint to your satisfaction within 5 days as per Step 1 above or:

• You are not satisfied with the response to your complaint or feedback from Step 1; or
• Do not wish to have the matter handled by our Representative that was involved in the initial cause of your complaint because they may be the subject of the complaint, you can contact our Complaints Officer.
• For any reason You wish the complaint to be handled by our IDR process the matter will be handled by our IDR process. Once a complaint is referred to our IDR process, our Complaints Officer will be the person responsible for handling and resolving the complaint.

Our Complaints Officer who will work closely with you to resolve any complaint you may have quickly and amicably. Our Complaints Officer will be more than happy to provide any reasonable assistance you may require or request in lodging or supporting your complaint.

Where your complaint had not gone through Step 1, our Complaints Officer will formally acknowledge the complaint within 24 hours or as soon as practical. It is our objective to have all complaints raised with our Complaints Officer resolved within 21 days of your initial contact with Us.

Contacting the Complaints Officer can be done by phoning our office and asking to speak to the Complaints Officer, writing or emailing us requesting the Complaints Officer address your concern. The Complaints Officer will also be more than happy to make an appointment at a convenient time and location to meet with you to discuss your complaint with us.

Our Complaints Officer is responsible for investigating the circumstances giving rise to the complaint, looking at what if any remedies may be reasonable in the circumstances, negotiating a resolution with you and confirming any resolution in writing with you.

As part of the IDR process, we will provide you with a formal IDR response within 30 days, outlining what decision that we have made regarding your complaint and the reasons for this and detail what steps or actions we have put into place to resolve your complaint.

If you are still not satisfied with the outcome of your complaint, you can contact the Australian Financial Complaints Authority (AFCA). AFCA will typically be able to assist most of our clients with an unresolved complaint however please be mindful that:

• There are time limits for lodging a dispute with AFCA. In most cases, you have two years to lodge a dispute with AFCA from the date of our final response.
• Typically, AFCA will only address complaints from individuals and small businesses and will not address matters where legal proceedings have commenced.

Please note that before AFCA can investigate and assist you with your complaint, they generally require you to have first provided us with the opportunity to address the complaint.