Dispute Resolution

Dispute Resolution Process

Complaints may be made by customers/clients, investors/advisers (the Complainant) by contacting our Dispute Resolution Officer in the following ways:

(i) by telephone – 02 6686 4122
(ii) by written letter – PO Box 1478 BALLINA NSW 2878;
(iii) by facsimile – 02 6686 5122; or
(iv) by email – enquire@clarenceproperty.com.au

Where a Complaint is received verbally and is not received by the Dispute Resolution Officer, your Complaint will be referred to the Dispute Resolution Officer, and you will receive acknowledgement of your Complaint from the Dispute Resolution Officer within seven Business Days.

Acknowledgement of Complaints

Clarence Property will write to the Complainant within 7 Business Days of receipt of the Complaint. The written notification must contain:

(a) acknowledgement that the Complaint has been received;
(b) a description of the process which the Complaint will then be subject to (including further notififications 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 that 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. 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 Privacy Commissioner as detailed below:

Office of the Privacy Commissioner
GPO Box 5218
Telephone: 1300 363 992 (local call anywhere in Australia)
Email: privacy@privacy.gov.au

(f) an undertaking that no fee will be charged for the resolution of the Complaint;
(g) any remedies that may be available to the Complainant; and
(h) a reference to the Company’s External Dispute Resolution service, Financial Ombudsman Service (FOS).
Clarence Property is a member of an independent dispute resolution scheme, the Financial Ombudsman Service. If you are not satisfied that your complaint is being dealt with appropriately you can refer your dispute to Australian Financial Complaints Authority (AFCA).

GPO Box 3
Web: http://www.afca.org.au
Telephone: 1800 931 678
Email: info@afca.org.au