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:
(i) by telephone – 1300 382 862 ;
(ii) by written letter – P O Box 1478, Ballina NSW 2478 ;
(iii) by email – firstname.lastname@example.org ; or
(iv) 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.
Clarence Property will write to the complainant within 24 hours (or one Business Day) of receipt of the complaint. The written notification must contain:
(a) acknowledgement the complaint has been received;
(b) a description of the process which the complaint will then be subject to (including further notifications and relevant time frames for resolution of the complaint);
(c) the relevant contact details of the Dispute Resolution Officer;
(d) the relevant contact details of the person(s) investigating the complaint;
(e) acknowledgement the complainant’s details and the complaint will be dealt with confidentially, and only the persons specified in the acknowledgement will have access to such information ;
(f) an undertaking that no fee will be charged for the resolution of the complaint; and
(g) any remedies available to the complainant.
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:
Office of the Australian Information Commissioner
GPO Box 5218
SYDNEY NSW 2001
Telephone: 1300 363 992 (local call anywhere in Australia)
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:
Australian Financial Complaints Authority
GPO Box 3
MELBOURNE VIC 3001
Telephone: 1800 931 678 (free call)