Dealing with complaints
Whilst Affluence aims to provide products and services to the highest standard, there may be times when issues arise. If this happens, we would like to hear about it, and we will work with you to try to resolve your concerns.
Affluence has procedures in place for dealing with complaints to ensure everyone can have their complaints heard and addressed in a timely and fair fashion.
Lodging your complaint
You can contact Affluence by:
Phone: 1300 233 583 or +61 7 3532 4076 if calling from outside Australia
Mail: Affluence Funds Management, GPO BOX 112, Brisbane, QLD 4001, AUSTRALIA
Fax: +61 7 3054 7082
If you have a financial advisor and/or you are investing via a platform or other investor directed portfolio service, you may wish to contact them in the first instance with any complaints in relation to an investment in a Fund.
Information to assist us
To help us investigate and resolve your complaint effectively, please provide as much information as possible, including:
- Your full name, address and contact phone number(s).
- Any special requirements or needs for accessibility to our complaints management process.
- Your investor number and the relevant fund(s), to which the complaint relates.
- A description of your complaint.
- Any additional documentation or information that may support your complaint and assist us to resolve it.
- How you would like your complaint to be resolved.
You do not need to have all of this information to make a complaint, and it is not necessary to make your complaint in writing – verbal complaints are also accepted and are subject to the same process. There are no fees or charges applied to raising or resolving complaints.
How we deal with complaints
We will seek to acknowledge receipt of your complaint in writing as soon as reasonably practicable and in any event within 1 business day from receipt. We will seek to address your complaint within 30 days. As part of these communications, we will outline the proposed complaint handling process and next steps.
Affluence has a number of remedies available in response to complaints/disputes to ensure we resolve complaints in an appropriate manner.
If you are not happy with our response
If you are not satisfied with how the complaint has been handled or a response was not provided to you within 30 days, you can refer your complaint to the Australian Financial Complaints Authority (AFCA), an external complaints resolution scheme of which Affluence is a member.
The external complaints resolution scheme is generally only available to Retail Clients in Australia. It is not available to New Zealand investors.
AFCA can be contacted via:
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
For the hearing and speech impaired, AFCA can be contacted by either:
National Relay Service: www.relayservice.com.au
TTY/Voice Calls: 133 677 (local)
Speak & Listen: 1300 555 727 (local)
Time limits may apply to complaints that are addressed to AFCA, so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.