HOW WE RESOLVE YOUR COMPLAINTS
HOW WE WILL MANAGE YOUR COMPLAINT
Attvest has a formal complaints and disputes resolution process in place. Should you be in the unfortunate position to experience any dissatisfaction against our employees, agent representatives or service provider you can notify us via any of the following methods:
Call on: 1300 363 590
Write to us at: PO Box 7055, Upper Mt Gravatt QLD 4122
Email us at: firstname.lastname@example.org
NATIONAL CREDIT CODE
We are committed to compliance with the National Credit Code under Schedule 1 of the National Consumer Credit Protection Act 2009 (Cth)
OUR COMMITMENT TO YOU
Your complaint or dispute will be handled in a fair and timely manner, and as follows:
We will always try to resolve your matter immediately or confirm the receipt of your notification within 24 hours.
At times we may require further information from you, which may extend our response times. This will be communicated and agreed with you.
Your matter will be referred to an authorised Manager, who will make a decision regarding your complaint within five (5) business days.
If the matter is not resolved to your satisfaction you can request to have it reviewed by an Internal Dispute Resolution (IDR) Officer. The IDR Officer will have the authority to deal with your dispute and validate the issues in dispute. An outcome of this dispute will be communicated to you in writing, within fifteen (15) business days from the date of your request.
If the IDR outcome still fails to address or resolve your dispute you may refer your dispute to the Financial Ombudsman Service (FOS). The FOS is an independent external dispute resolution body approved by the Australian Securities & Investments Commission. The FOS acts within their Terms of Reference and the FOS determinations are binding on us but not on you. The FOS service is a free service to you.
You also have the right to approach the FOS directly if we have not resolved your dispute or dissatisfaction within forty five (45) days of your first notification of such dissatisfaction.
You have to submit your case to FOS within two (2) years of our final IDR response.
The FOS contact details are:
Financial Ombudsman Service (FOS)
GPO Box 3,
Melbourne Victoria 3001
Telephone: 1300 780 808
We may refuse or decline to release information or documentation, where special circumstances apply or a case which is under investigated or legal privilege. We will provide our reasons in writing where we decline to release such information or documentation and we will not withhold it or act unreasonably. If you are unhappy with our decision the matter can be referred to step 2 mentioned above.
We will respond to your question, suggestion or complaint as soon as possible. Where we cannot resolve a complaint you may take the case to the relevant external dispute resolution body or the Office of the Australian Information Commissioner (OAIC), the details will be available from our offices. The current website for the OAIC is: www.oaic.gov.au
Our relationship managers service every state across Australia. If you’re interested in learning more about the Attvest difference, get in touch.