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Complaints Handling and Dispute Resolution

If you have a complaint, or a dispute arises, please contact your adviser in the first instance. If the matter is not resolved to your satisfaction, or if you wish to speak to someone else, you may contact us by telephone at 1300 784 132 during business hours Monday to Friday, or our Compliance team by sending an email to [email protected] or by writing to Compliance at GPO Box 6, Brisbane, QLD, 4001. We will manage your complaint in accordance with the IAM Group Complaints Management Policy.

When you make a complaint and provide us with your name and contact details, we will:

  • acknowledge your complaint by the next business day;
  • investigate your complaint; and
  • provide you with a final response to your complaint.

If we are unable to provide you with a final response within 30 days, we will inform you of the reason for the delay, provide an estimate of when a response will be sent to you and provide updates regarding the progress of your complaint.

If you are not satisfied with our response or the handling of your complaint, you may refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides a free and independent dispute resolution service for consumer and small business complaints, or where the complaint otherwise falls within the AFCA Rules. Time limits may apply to your complaint to AFCA, please refer to the AFCA website for more information.

The Australian Financial Complaints Authority

The contact details for AFCA are set out below:
Online: | Email: [email protected] | Phone: 1800 931 678 (free call)
GPO Box 3, Melbourne VIC 3001

If your complaint is about the way we handle your personal information, you may also contact the Office of the Australian Information Commissioner (OAIC) however the OAIC requires you to first lodge a complaint with us.

The Office of the Australian Information Commissioner

The contact details for OAIC are set out below:
Online: | Email: [email protected] | Phone: 1300 363 992
GPO Box 5218, Sydney NSW 2001