The Responsible Entity has procedures in place to properly consider and deal with any enquiries and complaints about the operation of and investments held through the Scheme. If you have a complaint, it should be made in writing to:
The Complaints Officer
PO Box 16071
COLLINS ST WEST VIC 8007
or by email: firstname.lastname@example.org
The Responsible Entity will always acknowledge any complaint in writing and respond as soon as practicable and within 30 business days. If you are not satisfied with the response from us, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA is an external dispute resolution scheme which provides a fair and independent financial services complaint resolution service that is free to consumers.
AFCA’s contact details are:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Telephone: 1800 931 678
The Australian Securities and Investments Commission (ASIC) also has an Infoline number 1300 300 630 which you may use to make a complaint and obtain information about your rights.
Any complaints you may have about financial product advice you have received from your adviser in relation to the Scheme should be directed to your adviser or their licensee.
Any complaints you may have about the underlying investments you have acquired through the Scheme should be directed to the issuer of the underlying investment. Generally the disclosure documents for the underlying investments will disclose whether and how you are able to make those complaints. We will assist you in attempting to resolve your complaint with the product provider of the underlying investment by informing you if the product provider’s dispute resolution procedures are available to you, and by providing information about your investment in the product. However, as investments made through the Scheme are held in our name, your right to bring a complaint in relation to an underlying investment may be different from if you invested directly.