IDR POLICY AND PROCEDURE
It is our aim to provide the very best service for our clients. In the event that you are unhappy with any part of our service our internal dispute resolution process helps us to ensure your complaint will be handled efficiently, fairly and honestly.
Should you have a complaint about our services please contact;
17/199 Balcatta Road
Balcatta WA 6021
Office 08 9240 3000
Mobile 0427 568 891
The Complaints Officer is also our General Manager and he has the necessary experience and authority to handle your complaint and to make relevant decisions on outcomes.
The complaint does not need to be in writing and may be presented by ant reasonable means. For example, letter, telephone, email, or in person. Please make sure you give us the full particulars of your complaint.
If you are not satisfied with the response to your complaint, you may contact the Australian Financial Complaints Authority (AFCA) BY:
Phone 1800 931 678
Mail GPO Box 3, Melbourne VIC 3001
If your complaint is about privacy and you are not satisfied with the outcome of our investigations, you may ask the Office of Australian Information Commissioner to consider the complaint. The Information Commissioner can be contacted online at http://www.oaic.gov.au/privacy/making-a-privacy-complaint or on 1300 363 992.
All Contractors/Brokers and staff who deal with (or are likely to deal with) clients, are aware of the name, title and telephone numbers of our Complaints Officer.
Each Contractor/Broker and staff member is also instructed in how to transfer a client who has a complaint to our Complaints Officer, and what client details to record if the Complaints Officer is for any reason unavailable. This information will include a minimum of name telephone number and description of the product or transaction to which the complaint relates.
We do not charge any fee in respect to any complaint.
We will provide a written acknowledgement of receipt of the complaint as soon as practicable, unless the complaint is otherwise resolved in the meantime.
If we are unable to deal with the complaint as it relates to a third party (for example a lender) we may ask you to contact the relevant third party.
We will ensure that a final response is given to you as soon as possible, as follows;
- If the complaint is related to Privacy, we will provide the final response within 30 (thirty) days.
- Final responses to complaints not involving privacy issues should be received by you within 45 (forty-five) days.
If we cannot respond to you within the stated timeframes, we will inform you of the reasons for the delay and of your right to refer the complaint to the Australian Financial Complaints Authority (AFCA) or, in the case of privacy complaints, to the Australian Information Commissioner,
We will have provided a final response to you if we:
- Accept the complaint and, if appropriate offer redress, or
- Offer redress without accepting the complaint, or
- Reject the complaint.
WRITTEN RESPONSE TO A CLIENT
We will give you a written response to your complaint and the reasons for reaching a particular decision on the complaint. We will adequately address the issues that are raised in the complaint.
Where practicable, our response will refer to applicable provisions in legislation, Codes, Standards or Procedures.
We will inform you of the contact particulars of our External Disputes Resolution Scheme and, for privacy complaints the Australian Information Commissioner if you are not satisfied with the outcome of our investigating the complaint.
If we accept the complaint and are of the view that it is appropriate to offer redress to you, that redress may be non-financial as well as, or instead of, financial. If we consider that a financial remedy is appropriate, then we will provide compensation for any direct loss or damage caused.
We will, when determining the appropriate remedy, take into consideration the extent of loss or damage suffered by you, relevant legal principles, External Dispute Resolution scheme rules, the MFAA Code of Practice and other relevant codes of conduct and concepts of fairness and relevant industry best practice.
We will keep data concerning the complaint in such form and manner as we think fit and will enable analysis according to;
Type of complaint.
Subject of complaint.
Outcome of complaint.
Timeliness of response.
So that we can identify any systematically recurring problems, we will classify complaints accordingly.
Subject to legal constraints including our privacy obligations, we will make available data collected in respect of the complaint upon request to AFCA, of which we are a member, and the Australian Securities and Investments Commission.
We will review our Internal Dispute Resolution Policy and Procedures at least every three (3) years to ensure that our complaints systems are operating efficiently.
Note; This document was reviewed 25th September 2019