Our dispute resolution policy
We believe that it is essential for our customers to be able to identify and deal with
a broker who has the ability, authority and proper training to hear and respond appropriately to any
complaints or disputes. We are committed to the effective handling of complaints and timely resolution
of disputes.
If you have a complaint or a dispute, you have the option of either contacting us or lodging the complaint
directly with our External Dispute Resolutions Scheme indicated below.
You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing.
When we receive a complaint, we will attempt to resolve it promptly. We hope that in this way we will stop
any unnecessary and inappropriate escalation of minor complaints.
We will observe the following principles in handling your complaint:
- there is no requirement for face-to-face contact between you and us, although it may be useful for us to come to a satisfactory resolution;
- we expect that both parties will make a genuine attempt to resolve a complaint promptly;
- we expect that both parties will provide all essential and relevant information, documents, written statements and any other materials that may properly and reasonably be believed to assist in resolving the complaint;
- we expect that both parties will comply with all reasonable requests from the other party to provide information within a reasonable time frame.
Our external dispute resolution scheme number: 43445.
If we do not reach agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is AFCA (Australian Financial Complaints Authority).
