Internal Dispute Resolution Program

As the holder of an Australian Financial Services Licence, 511783 we have appropriate measures to solve Disputes (Complaints).

Our process is that any complaint (an expression of dissatisfaction where you – the client expect action and / or a reply) is handled in the following manner,

  1. We will acknowledge your complaint within 24 hours of receipt.

  2. We will initially investigate your complaint within 5 days of acknowledgement and attempt to resolve the matter to your satisfaction.

  3. However, in certain more complex situations, to investigate the matter appropriately we may take longer but no longer than 30 days after we received your complaint.

  4. If you are not satisfied with our response you are entitled to take your complaint to,

Australian Financial Complaints Authority (AFCA)

GPO Box 3
Melbourne Vic 3001
email: [email protected]
Phone: 1800 931 678.

This is a free service.