IDR Procedure V2.0 Jan 2019
Internal Dispute Procedures
1. Complaints resolution
1.1 Our commitment
Advisor Plus Pty Ltd ABN 52 600 655 936 holds an Australian Financial Services licence number 474520. We are committed to providing quality service and accurate information. As part of that commitment, we are focused on improving client satisfaction levels by providing an efficient and accessible system for resolving client complaints.
You have the right to have any complaint about the service received from us investigated and dealt with quickly and effectively in accordance with our internal dispute resolution procedures.
1.2 Client input
To assist us in responding appropriately to complaints, you are requested to prepare any complaint in writing, addressed to:
Advisor Plus Pty Ltd
Level 29, 2 Chifley Square
Sydney NSW 2000
You should include as much detail about the circumstances of the complaint as possible, including the name(s) of any of our staff involved. If available, copies of any background documentation should be provided to us along with details of the complaint.
1.3 Our response
Following receipt of your complaint, the Compliance Officer will acknowledge receipt of it in writing and provide an estimate of the time it will take to investigate the circumstances. The Compliance Officer will fully investigate the complaint and follow up if further information is required from you. The Compliance Officer will then prepare a detailed written response to you after consideration of all relevant documents and following interviews with the involved employees, if required. The written response will be mailed or delivered to you.
2. External complaints resolution – AFCA and ASIC
As we are a member of the Australian Financial Complaints Authority (AFCA), if you continue to have a complaint with us and you are not satisfied with our response, you have the option to pursue your complaint with AFCA. Contact details for AFCA are:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
If you remain unsatisfied with our response to your complaint, you are at all times free to pursue the matter with ASIC which also has an Infoline on 1300 300 630. You may use this number to make a complaint and obtain information about investor rights.