Compliments and Complaints
We love hearing that we have made your day with our service and our offerings. Hearing what we have done well, and sharing your success with other potential clients helps keep our business running.
We go to great lengths to ensure your satisfaction with our services and offerings. However, there may be instances from time to time, where clients may be dissatisfied with the outcomes of our consultation process. If you have a complaint about the service that we provide, the following steps or avenues for resolution are available to you.
Most complaints arise from miscommunication and can usually be fixed quickly. So, please contact your Broker first and tell them about your concerns.
We pride ourselves on the company’s reputation and want to ensure that all concerns and complaints are fully documented, investigated and resolved in a timely manner. So, if the issue is not satisfactorily resolved within 5 working days* by talking with your Broker, we will apply our internal complaints process to manage your complaint appropriately. In this instance, the complaint may be internally escalated to our Complaints Officer. You may also contact our main office and ask to speak with our Complaints Officer, Tanya du Preez, directly, or contact him in any of the following ways:
Telephone: 0430 383 996 during business hours
Mail: PO Box 16 The Gap QLD 4061
By using our internal complaints process we hope to assist you to resolve your complaint quickly and fairly. The maximum timeframe in which to provide a response to you is 45 days, although, in pursuit of best practice and the reputation of our organisation, we aim to resolve these issues in a much shorter time frame.
*Where issues are resolved to our customer’s complete satisfaction by the end of the fifth business day (after the complaint is received), a ‘final response’ will not be required. The exception to this is complaints relating to hardship – which will still require a final response.
Although we try hard to resolve a customer’s concern in the most considerate and direct manner, sometimes it may need to be referred to a dispute resolution scheme, which is external to our organisation. Therefore, if you are not completely satisfied after the above steps have been attempted, you still have other avenues available to resolve the dispute.
This external dispute resolution process is available to you, at no cost. The details of our External Dispute resolution scheme are below.
Commencing 1 November 2018, if an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complain resolution and is free to consumers.
Australian Financial Complaints Authority (AFCA)
Freecall: 1800 931 678
Mail: GPO Box 3 Melbourne Vic 3001