Complaints Handling

Overview

Attvest is committed to enhancing customer satisfaction by creating a customer-focused environment that is open to feedback, resolving any complaints received, and enhancing Attvest’s ability to improve its service to customers. If you have a concern about standards of conduct or service, a matter relating to our staff or product, or the handling of an existing complaint, please get in touch. We value the opportunity to assist you, or your representative, in resolving any concerns you may have. You can provide feedback or make a complaint to Attvest’s Complaints Team (ACT). The ACT will review your feedback and work with you to understand your feedback. All feedback will be processed as promptly as possible, including informing you of our decisions and reasons, and at no charge to you.

Our Approach

Our approach to complaints and feedback about our conduct or our service is underpinned by the following guiding principles: Integrity and Respect We treat people respectfully and we listen and communicate honestly and constructively. Fair and Professional We objectively and professionally consider any concerns raised and are fair to everyone involved. Prompt, Efficient and Transparent We deal with complaints in a timely manner and provide clear outcomes and reasons. Proactive and Customer Focused We look at the complaint from the person’s perspective and experience. From complaints and feedback about our service we learn and improve how we provide our service. We regularly update our processes and consistently strive for compliance with relevant laws.

How to contact us

Feedback about our conduct or service (compliment, suggestion or complaint) can be lodged by:

Email:	act@attvest.com.au
Mail:	Attvest Complaints Team PO Box 7055, Upper Mount Gravatt, QLD 4122
Phone:	1300 363 590 and talk to our friendly team
Other:	If you require additional assistance with the complaints process, completing forms or supplying information to us, please reach out to us by phone or via your authorised representative and we will assist you
Financial Hardship:	If you are suffering from financial hardship, please see our financial hardship process here.

To assist in our investigation, please provide as much detail as you can, including your full name, preferred contact details, a description of your complaint and how you would like it resolved. We will only be able to deal effectively with your compliant or expression of dissatisfaction if you continue to communicate with us, and respond to our reasonable requests for information, while we are considering the compliant.

Cost

You will not incur any charges in making a complaint to us.

Steps in the complaints process

We’ll acknowledge your complaint as soon as practical, generally within one business day of receiving your complaint, and will send an initial response within 10 Business days of receipt of your compliant. In our initial response we will provide you with the name and contact details of the person assigned to liaise with you about your compliant. Your compliant will be handled by a person with appropriate authority, knowledge and experience. If relevant, this will not be the person whose decision or conduct your complaint relates to. Unless a shorter timeframe applies (see below), we will make a decision about your complaint within 30 calendar days. If we cannot make our decision within this timeframe then, before this deadline passes, we will tell you in writing the reason for the delay and will advise you of your right to take your complaint to AFCA (including contact details for AFCA). When we have completed the investigation into your compliant, we will provide you with a written response telling you the outcome of our investigation and that you have the your right to ask AFCA to review our decision if you are not happy with the outcome (including contact details for AFCA). Alternative timeframes For complaints involving financial hardship, default notices or enforcement proceedings, we will make a decision about your complaint within 21 calendar days (instead of 30) and then follow the same process as above. Alternative process There may be some circumstances where (unless otherwise required to do so) we will not provide a written response to you because we have:

• resolved your complaint to your satisfaction within 5 business days, or
• given you an appropriate explanation and/or apology and there are no further actions we can take to reasonably address your compliant.

Please read our Internal Dispute Resolution Policy and Procedures for full details on how your complaint is assessed, investigated and responded to.

If you are unhappy with the response

If you are unhappy with the outcome or handling of your complaint, you may be entitled ask the Australian Financial Complaints Authority (AFCA) or a relevant Independent Assessor for an external review or our decision. AFCA can be contacted on 1800 931 678 or by email info@afca.org.au. Please note that a complaint should first be submitted to the Attvest Complaints Team to allow review by our internal dispute resolution process before it is referred to AFCA or a relevant Independent Assessor.