How your complaint will be investigated
When you contact us, be sure to include the following information:
- your contact details
- the nature of the complaint
- your desired resolution
- your preferred method of communication
- any additional support you require
- if you require special assistance (e.g. interpreter, spokesperson) this will be accommodated
A RIC Manager will acknowledge all complaints in a timely and transparent manner, and in accordance with any relevant legislative responsibilities.
We aim to resolve complaints within 10 working days. If a complaint is complex, it may take longer to resolve. You will be informed about expected timeframes.
In working to resolve a complaint, the RIC will work with you through your preferred method of communication to discuss and resolve your complaint.
If you are dissatisfied with the outcome of your complaint you can request one review. Complaint outcome reviews will be conducted within 10 days of the receipt of the request.
We welcome customers raising complaints with us in the first instance. If the complaint is of a financial nature and you are not satisfied with our response, you can direct your complaint to the Australian Financial Complaints Authority (AFCA)