Complaints and Dispute Resolution Policy

1. Introduction

This Complaints and Dispute Resolution Policy outlines how we handle complaints and resolve disputes in a fair and timely manner.

2. Purpose

Provide a clear framework to lodge complaints, ensure prompt and professional handling, explain escalation pathways, and improve our services through feedback.

3. Scope

Applies to all complaints about our products, services, employees, agents, or operations—verbal or written.

4. Definitions

• • Complaint: Expression of dissatisfaction where a response is expected.
• • Complainant: Person or entity making a complaint.
• • Dispute: A complaint not resolved to the complainant’s satisfaction and escalated internally or externally.

5. How to Lodge a Complaint

6. Complaint Handling Procedure

7. Remedies

• • Apology and explanation
• • Corrective actions
• • Refunds or fee waivers (where applicable)
• • Policy/procedure improvements

8. Internal Escalation

Escalation to a senior manager or the Compliance Officer upon request. Further response within ten (10) business days.

9. External Dispute Resolution (AFCA)

10. Customer Rights

• • Right to raise concerns and receive a timely response
• • Right to information about the process and status
• • Right to privacy per our Privacy Policy
• • Right to appoint a representative

11. Confidentiality and Privacy

All complaints are treated confidentially. Personal information is used solely to address the complaint and handled per the Privacy Act 1988 (Cth) and our Privacy Policy.

12. Accessibility

We will make reasonable accommodations for customers with disabilities or language barriers.

13. Record Keeping

Complaints, investigations, and resolutions are documented and retained for at least seven (7) years.

14. Continuous Improvement

We analyse complaints for trends, inform training, and update policies. Statistics and outcomes are reported to senior management.

15. Staff Training

All employees and representatives receive training on this policy, customer service, and legal/regulatory obligations. Training is reviewed regularly.

16. Legal and Regulatory Compliance

We comply with applicable laws, including the Corporations Act 2001 (Cth), the ASIC Act 2001 (Cth), the National Consumer Credit Protection Act 2009 (Cth), and relevant ASIC Regulatory Guides.

17. Review of the Policy

Reviewed annually or upon significant changes. The Compliance Officer ensures effectiveness and compliance.

18. Contact Information