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:
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.
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
We will acknowledge your complaint within 24 hours (or one business day) of receiving it or as soon as practicable.
We will review your complaint and may contact you to ask for additional information or documentation required to investigate your complaint.
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.
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: email@example.com
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.
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: firstname.lastname@example.org
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