Complaints
If something goes wrong.
We treat complaints seriously, and the process is the same whether the concern is large or small. Tell us first; if we can't fix it, an independent body can.
1.Tell us first.
Write to us at email to be confirmed or call phone to be confirmed, or post to Independent Wealth Advisory Australia Pty Ltd, Croudace Bay NSW 2280. Tell us what happened, when it happened, and what a fair fix looks like.
2.What we will do.
We will acknowledge your complaint within one business day, investigate it promptly and fairly, and give you a written response within thirty calendar days, in line with ASIC Regulatory Guide 271. Where a complaint is complex and we need more time, we will tell you in writing before the thirty days expires, explain why, and tell you when to expect our response.
3.If we cannot resolve it.
You can take your complaint, free of charge, to the Australian Financial Complaints Authority (AFCA), the external dispute resolution scheme for the Australian financial services industry. Independent Wealth Advisory Australia Pty Ltd is a member.
Web: afca.org.au · Phone: 1800 931 678 (free call)
Email: info@afca.org.au
Post: GPO Box 3, Melbourne VIC 3001
Our membership number: AFCA member number to be confirmed
AFCA's service is free to consumers, independent, and binding on the firm within its rules. Time limits apply to the complaints AFCA can consider, so raise concerns as soon as you become aware of them.
If your concern relates to privacy rather than financial advice, the regulator is the Office of the Australian Information Commissioner: oaic.gov.au, 1300 363 992. The detail is in our Privacy Policy.