Our Public Complaints Policy is designed to detail the requirements that apply in dealing
with complaints about financial planning and advice provided by our
staff and Representatives of our Licensee Price Financial Intelligence Pty Ltd
The primary aim of this Complaints Policy is to set out the information required to manage a
Complaints policy as required by ASIC Corporations, Credit and
Superannuation (Internal Dispute Resolution) Instrument 2020/98.
We understand the importance of having an effective complaint handling procedure in place and
IDR (Internal Disputes Resolution) Structure, as we adopt a customer-focused
approach. We acknowledge your right to make a complaint, whilst at the same
time, we expect that you will treat our staff with respect when they are
dealing with your complaint.
We will in turn always treat your complaint in a professional manner.
How to lodge a complaint
You may lodge your compliant with us by
phone on (02) 98752444 or
via email firstname.lastname@example.org or
to PO Box 750, Pennant Hills NSW 1715.
Please provide the following information
Your preferred method on how you would like us to contact you
Details of your complaint and what you are seeking to resolve your complaint.
We will respond to your claim with the following aims
We will seek to resolve your claim within 5 business days
There is a 30-day time limit for us to resolve your compliant via our Internal Dispute
Resolution, which will include a written response to your claim.
If for any reason we are unable to resolve your compliant via our Internal Dispute
Resolution facility for circumstances beyond our control, we will then refer
you to our External Dispute Resolution service provider AFCA.
Australian Financial Complaints Authority (AFCA) provide a fair and independent financial
services compliant resolution that is a free service to consumers.
How do I contact AFCA
Telephone 1800 931 678
Mail Australian Financial Complaints
GPO Box 3, Melbourne VIC 3001