We consistently put up a lot of effort to create enduring connections with our esteemed clients. We can address any immediate issues you may have by paying attention to your input, and we’ll also be able to enhance our goods and services over time.

We are aware that occasionally you might want to give us praise for a job well done, and other times you might want to let us know we fell short of your expectations.

Compliments

Knowing that they have succeeded in making your experience enjoyable and successful makes our representatives happy all the time.

Please let us know using the information below if one of our employees exceeded your expectations in any manner so we can recognise them through this feedback method.

Concerns

We want you to let us know if, for any reason, you believe that you have not received the best possible care from us. We have established a procedure that makes it simple for you to voice your concerns and ensures that they are dealt with immediately and fairly.

Please be as specific as you can about your issue if you want to reach out to us by mail or email.

Need an Update on your complaint

You can get in touch with us at any moment to enquire about the progress of a complaint you’ve filed with us. Please make reference to your prior correspondence when contacting us via any of the above-mentioned channels so that we can answer appropriately.

Resolution

We’ll attempt to address your issue right away. If this is not possible, we will acknowledge your complaint in writing to you within five days. We promise to treat you properly and make every effort to put an end to your complaint as soon as possible. In the unlikely event that, after 45 days, we are still looking into your complaint, we will write to you to explain why and to let you know when we anticipate having finished our investigation.

We will write to you after our study is over to let you know the results and the reasons behind our choice.

Taking it further

We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 45 days, then you can have your complaint heard by an independent party.

You can lodge your complaint with the Australian Financial Complaints Authority (AFCA).

Online: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678 (free call)

Mail: Australian Financial Complaints Authority

GPO Box 3, Melbourne VIC 3001