As our business is reliant on long-term client relationships, it is of utmost importance to us that you are happy with our service. If you are in any way dissatisfied, we recommend you first discuss the situation with your Representative to see if it can be resolved to your satisfaction. If the situation is not resolved to your satisfaction, you should contact the Disputes Manager at FIWA on (03) 9292 0101 or in writing to Level 17, 181 William Street, Melbourne Victoria 3000. You should receive written acknowledgement within 3 business days after its lodgement that your complaint is being investigated. The regulations allow FIWA a period of up to 45 days to investigate and respond to your complaint.
In the event that the matter is still not resolved to your satisfaction, you may lodge a complaint with an external dispute resolution (EDR) scheme. The contact details for the EDR scheme that you can lodge a complaint with is as follows:
You can make a complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. They can be contacted on 1800 931 678, online at www.afca.org.au, via email at firstname.lastname@example.org or in writing to Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001.
The Australian Securities and Investments Commission also have a free call info line service for investors. The number is 1300 300 630.
FIWA has professional indemnity insurance that covers its representatives for errors or mistakes relating to our services. This insurance meets the requirements of the Corporations Act and covers claims against its representatives after they cease to be authorised by FIWA provided that the insurer is notified of the claim when it arises and within the relevant policy period.