Complaints Handling

Attvest is committed to enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing Attvest’s ability to improve its service to customers.

If you have a concern about standards of conduct or service or a matter relating to our staff or the handling of an existing complaint, please get in touch. We would value the opportunity to assist you, or your representative, in resolving any concerns you may have.

You can provide feedback or make a complaint to Attvest’s Complaints Team (ACT). The ACT will review your feedback and work with you to understand your feedback. All feedback will be processed as promptly as possible, including informing you of our decisions and reasons, and at no charge to you.

Our approach to complaints and feedback about our conduct or our service is underpinned by the following guiding principles:

Integrity and Respect

We treat people respectfully and we listen and communicate honestly and constructively.

Fair and Professional

We objectively consider any concerns raised and we are professional and clear in our responses.

Transparent and Accountable

We deal with complaints in a timely manner and provide clear outcomes and reasons.

Proactive and Customer Focused

We look at the complaint from the person’s perspective and experience. From complaints and feedback about our service we learn and improve how we provide our service.

Feedback about our conduct or service (compliment, suggestion or complaint) can be lodged in a number of ways.

IN WRITING

By eMail

service@attvest.com.au

By Mail

Attvest Complaints Team

PO Box 7055

Upper Mt Gravatt

QLD 4122

PHONE

1300 363 590

To assist in our investigation, please provide as much detail as you can, including your full name, preferred contact details, a description of your complaint and how you would like it resolved.

Cost

You will not incur any charges in making a complaint to us.

Additional assistance

Should you require additional assistance to make your complaint, please call us.

Steps in the complaints process

We’ll acknowledge your complaint as soon as practicable, generally within two (2) business days of receiving your complaint.

Most complaints can be resolved on the spot or within a few days. We’ll keep you informed and if we can’t resolve your complaint to your satisfaction within five (5) business days we will respond to you in writing. We will advise you of the process we will undertake to resolve your complaint along with other relevant information.

If the resolution of your complaint is delayed and a resolution is not expected to be finalised:

• for complaints relating our standards of conduct or service, within 30 calendar days of the date on which we first received your complaint; and
• for complaints relating to financial distress that involve default notices, hardship notices or enforcement proceeding, within 21 calendar days of the date on which we first received your complaint,

we will notify you in writing that the resolution of your complaint will be delayed and we will provide reasons for the delay.

Once the investigation into your complaint is final, you will be notified in writing and you will be provided with the details you may need should you wish to appeal the outcome.

Please read our Internal Dispute Resolution Policy and Procedures for full details on how your complaint is assessed, investigated and responded to.

If you are unhappy with the response

If you are unhappy with the outcome or handling of your complaint, you may be entitled to escalate your complaint further and may be entitled to contact the Australian Financial Complaints Authority (AFCA) or a relevant Independent Assessor for an external review. Further details of this can be found in our Internal Dispute Resolution Policy and Procedures document.

Please note that a complaint should first be submitted to the Attvest Complaints Team to give us an opportunity to review it before it can be referred to AFCA or a relevant Independent Assessor.