Clarence Property
COMPLAINTS HANDLING POLICY
HOW TO LODGE A COMPLAINT
Complaints in respect to the provision of financial services or products covered by our AFSL may be made by customers, clients, investors or persons (the complainant) by contacting our Dispute Resolution Officer (DRO) in the following ways:
- by telephone: 1300 382 862
- by written letter: PO Box 1478, Ballina NSW 2478
- by email: enquiry@clarenceproperty.com.au
- in person.
Where a complaint is received verbally and is not received by the DRO, your complaint will be referred to the DRO, and you will receive acknowledgement of your complaint from the DRO within 24 hours (or one Business Day) of receipt of the complaint.
ASSISTANCE MAKING COMPLAINTS
The person receiving or managing your complaint will give you any assistance you need to make the complaint. Please ask this person if you need additional assistance.
If, after requesting assistance, you consider you need further assistance or the person receiving your complaint cannot assist you, please contact us using one of the following means:
Phone: 1300 382 862
Email: enquiry@clarenceproperty.com.au
HOW CLARENCE PROPERTY DEALS WITH COMPLAINTS
ACKNOWLEDGEMENT
We will acknowledge your complaint within 24 hours (or one business day) of receiving it or as soon as practicable.
REVIEW
We will review your complaint and may contact you to ask for additional information or documentation required to investigate your complaint.
INVESTIGATION
We will investigate your complaint in an objective and unbiased manner based on the information and documents you have provided us, any other available information and our own investigations into the complaint.
RESPONSE TO INVESTIGATION
Following our investigation, we will generally respond to your complaint in writing setting out:
o the final outcome of the complaint, including any actions we are taking to resolve the complaint and the basis of our decision
o the right to take the complaint to AFCA if you are not satisfied with our response; and
o the contact details for AFCA.
In some cases, we may respond to your complaint verbally.
We may, at our discretion, resolve your complaint in a number of ways, including by providing:
o information and explanation regarding the circumstances giving rise to the complaint;
o an apology;
o compensation for loss incurred by you as a direct result of the breach (if any); and/or
o other such remedies as we consider appropriate.
ACTION
We will implement any actions set out in our response to your complaint.
If you feel there is an issue relating to your privacy, which remains unresolved, or you wish the Privacy Commissioner to further investigate your complaint, you can contact the Office of the Australian Information Commissioner as detailed below:
o Office of the Australian Information Commissioner
GPO Box 5218, SYDNEY NSW 2001
o Telephone: 1300 363 992 (local call anywhere in Australia)
o Email: enquiries@oaic.gov.au
RESPONSE TIMEFRAMES
We will typically respond to your complaint within 30 calendar days of receiving the complaint unless:
a) the complaint is complex; or
b) there are circumstances beyond our control which are causing delays.
If we cannot respond to your complaint within 30 calendar days, we will notify you in writing.
ACCESSING AFCA
Clarence Property is a member of an independent dispute resolution scheme, the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution which is free to consumers.
If, at any time, you feel your complaint remains unresolved or you wish AFCA to further investigate your complaint, you can contact AFCA as detailed below:
o by written letter: Australian Financial Complaints Authority, GPO Box 3, MELBOURNE VIC 3001
o by telephone: 1800 931 678 (free call)
o by email: info@afca.org.au
News and Investor Updates
Clarence Property Corporation Limited ACN 094 710 942, AFSL 230212, is the issuer of the PDS for Clarence Property Diversified Fund ARSN 095 611 804 and Epiq Lennox Property Trust ARSN 626 201 974. Please read the PDS and TMD at clarenceproperty.com.au before deciding whether to invest.
This website is not intended to be and does not constitute a PDS or any form of disclosure document, as defined by the Corporations Act 2001 (Cth). This website does not constitute an offer for the sale or purchase of units, and does not constitute any recommendation in relation to investing. This website has been prepared without taking into account any particular consumers financial situation, objectives or needs.
Whilst every care has been taken by Clarence Property in the preparation of this website, Clarence Property does not make any representation or warranty as to the accuracy or completeness of any statement in it. Persons viewing this website should conduct their own inquiries and investigations. The information on this website is subject to change, and Clarence Property is not responsible for providing updated information to any person.
Subject to any responsibilities implied by law and which cannot be excluded, Clarence Property is not liable to you for any losses, damages, liabilities, claims and expenses (including but not limited to legal costs and defence or settlement costs) whatsoever arising out of or referable to any material on this website or any third party website whether in contract, tort including negligence, statute or otherwise.
In the spirit of reconciliation Clarence Property acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their Elders past, present and emerging and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
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