As with all businesses, we appreciate that matters may not always go as planned or expected. Whilst we do everything within our power to ensure our services are delivered to the highest standard, having a complaint handling policy is part and parcel of doing business. This policy is to assist you to understand how complaints are handled by us and how you can notify us if you have a complaint.

Notification of complaint

If you are dissatisfied with the service we have provided to you and you want us to take some action to address the situation you can notify us through:

• An email to .
• A telephone call to the representative who provided the service or if you’re uncomfortable making that approach directly call 07 3252 7665 and speak with the Office Manager, Lisa Evans.
• Visiting our offices.

The format of the lodgement can be written or oral.  We may ask you to confirm our understanding of your oral complaint so that we are all clear on the situation.

Assistance

If you need assistance in expressing your complaint, then we are prepared to listen and help you to set out the details.  We are also prepared to engage with a person that you may nominate to act on your behalf however we will require that authorised consent from you (unless they are acting under a Power of Attorney).

If you are more comfortable using a language other than English, please let us know so that an interpreter can be engaged.

Our process

Once we receive your complaint, we will provide you with an acknowledgement in your preferred method of communication with 1 business day.

We will need to gather information from all parties involved in the complaint and consider that information in light of the situation you have brought to our attention; so, we may need to contact you during our assessment to clarify or obtain further information.  Our promise is that we will always conduct investigations and assessments in a fair and unbiased manner.

You will receive our final response with clear explanations for our decisions.

Our final response will be provided to you within 30 calendar days of the receipt of the complaint.  However, if your complaint is complex or there are unavoidable delays in receiving requested information from you this may impact our meeting that target. In those unexpected situations we will send you a Delay Notification which will set out the reasons for the delay and that you may escalate this to the Australian Financial Complaints Authority whose contact details are set out towards the end of this policy.

Timeframes
Just to reiterate our timeframes clearly

Acknowledgement of a complaint	24 hours or 1 business day
Final response	30 calendar days generally unless we issue a Delay Notification

Contact us by:

Telephone:	07 3252 7665
Email:	and mark in subject line as Complaint
Face to face:	at our business office, Level 3, 4 Kyabra Street, Fortitude Valley
Mail:	PO Box 2090, Fortitude Valley Qld 4006

Contact details for the Australian Financial Complaints Authority

Telephone:	1800 931 678 9:00am–5:00pm AEST/AEDT weekdays
Email:
Mail:	Australian Financial Complaints Authority Limited GPO Box 3 Melbourne, VIC 3001
Online:	Online complaint form (afca.org.au)

Importantly making a complaint is at no cost to you at all at any stage!