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When a complaint is received, we will send acknowledgement by phone or email immediately. The complaint will be sent immediately to our Complaints Manager for review.
After receipt, each complaint will be assessed to determine severity, complexity, impact and the possible need for immediate action. Complainants will be kept informed of the progress of their complaint by phone and/or email.
We will use every reasonable effort to investigate all of the relevant circumstances and information surrounding a complaint. The level of investigation will be in line with the seriousness, frequency of occurrences and severity of the complaint.
Our response/Offer of resolution
In accordance with the ASIC Dispute resolution requirements (Regulatory Guide 165) we have up to 45 days to provide a response to the complainant. However we will provide a response within three business days of the initial complaint and a final response within 10 business days.
Complainants can contact our External Dispute Resolution Scheme (“EDR Scheme”) after 45 days if a response has not been received, or if they are unsatisfied with the response provided by us.
Details of our EDR Scheme is provided below:
Where an offer of resolution is appropriate, we will provide written details of the offer to the complainant within 10 business days (unless otherwise advised). If the complainant accepts our offer this will be applied immediately.
If the complainant accepts our offer of resolution, the complaint will be closed once the offer of remedy is applied.
We will continue to monitor the progress of the complaint until all reasonable internal and external options of recourse are exhausted or the complainant is satisfied.
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