Complaints

If something hasn't met your expectations, please tell us. Most concerns are resolved quickly once we understand them — and raising one will never affect the standard of advice or service you receive.

A complaint can be made by you, your organisation, or someone authorised to represent you. Once we're told that you've authorised a representative, we'll deal directly with them. You can raise a complaint verbally, in writing, or online — with your adviser, or directly with us using the details below.

If you raise your complaint in person or over the phone, we'll make a detailed note of it, including the outcome you're seeking, so nothing is lost.

A complaint is an expression of dissatisfaction made to, or about, our organisation — related to our products, services, staff, or the handling of a complaint — where a response or resolution is expected or legally required.

Complaints often relate to

• Service — the quality of service or treatment by staff
• Decisions — actions or decisions that are incorrect, unfair, or not properly explained
• Advice — advice that was inappropriate or insufficient
• Information — information that was misleading or insufficient
• Delay — not responding, a delay in providing a service, or a delay that wasn't explained
• Process failures — errors, mistakes, or implementation failures

Generally not a complaint

An opinion or piece of feedback where no resolution is expected, a request for information or an update, or a request for action to be taken, isn't usually a complaint — though repeated requests may become one. If you're unsure, raise it anyway and we'll treat it appropriately.

1. We acknowledge it promptly. We'll confirm we've received your complaint within 24 hours, or one business day. We may ask you for information to help us investigate.
2. We investigate thoroughly. We confirm we're the right party to deal with it, notify the relevant people (including our professional indemnity insurer and your adviser), review your file, gather any further information needed, and keep you informed of progress — seeking legal advice where appropriate.
3. We respond to you in writing. We'll provide a formal response that either offers a remedy, an apology, or explains why the complaint is not upheld.
4. If you're not satisfied, we'll tell you about your right to take the matter to the Australian Financial Complaints Authority (AFCA), and give you their contact details.

What our written response will cover

Our response (the IDR Response) will:

• State each issue you raised
• Explain the circumstances and factors we considered
• Set out our findings and the information that supports them
• State our decision, any remedy, and the reasons for it (including reasons if the complaint is not upheld)
• Explain how any compensation was calculated, if compensation is offered
• Advise you of your right to complain to AFCA, with their contact details

Where compensation is offered, a Deed of Settlement may be used. This is a legal document signed by both parties to settle the matter.

If we haven't resolved your complaint to your satisfaction, you can take it to the Australian Financial Complaints Authority (AFCA). AFCA provides fair, independent financial services complaint resolution that is free to consumers.

We maintain a Complaints Register to record every complaint and track its progress to resolution. We also assess all complaints for any matters we're required to report, and we hold professional indemnity insurance that complies with the Corporations Act 2001.