Dispute Resolution Process
At Investors Direct Financial Group, we value your feedback, and aim to make it easy for you to bring any problems or complaints to our attention. Equally, your compliments and suggestions help us to serve you better.
Internal Dispute Resolution Process
You should first raise the issue with the adviser, agent, property manager or staff member who is handling your business. Our team are committed to providing our customers the best possible service, and they will endeavour to handle your issues as best as they can.
If you are not satisfied with the outcome, please inform our Client Experience Team on (03) 9868 7500 or by email at firstname.lastname@example.org. When doing so, please provide your full contact details and please give us as much detail as possible about the nature of the complaint and provide any documentation that supports your complaint; this helps us deal with your complaint as quickly as possible.
- Acknowledge receipt of your complaint within 48 hours;
- Make sure we understand the issue;
- Give you a contact person and their contact details so that you can follow up if you wish;
- Treat the process and details of your complaint in strict confidence;
- Endeavour to work through the complaint and liaise with you and the relevant internal parties to ensure the issues are completely examined;
- Keep you informed at regular intervals about the progress of our investigations and response; and
- Aim to resolve your complaint within 30 days.
- In the event of a delay and if we are unable to provide a final response to your complaint within 30 days (which may occur if your complaint is complex in nature), we will:
- Inform you of the reason for the delay;
- Advise you of your right to complain to the relevant external dispute resolution scheme; and
- Provide you with the details of the relevant external dispute resolution scheme.
Third Party Products or Services
If your complaint relates to a product or service acquired through a third party (for example, a lender) we may ask you to contact the relevant third party. They will deal with your complaint under their complaints resolution process.
If you are not satisfied with the resolution of your complaint by the third party under their Complaints Resolution process, you are entitled to have your dispute considered by their External Dispute Resolution Scheme. Please contact the third party for further details.
Still not satisfied?
If you do not think we have resolved your complaint to your satisfaction, you may take the matter – free of charge – to the relevant external dispute resolution scheme (provided it is within the scheme’s terms of reference) as detailed below. You may also refer the matter to the relevant external dispute resolution scheme at any time, but if our internal process is still in progress, they may request that our internal process be completed before considering the matter further.
The external dispute resolution service that covers our licensee for the mortgage broking business is the Credit & Investments Ombudsman (CIO), which handles complaints about mortgage and finance brokers, along with financial planners, credit licensees and credit representatives. As a general rule, they cover complaints where the value of the claim is $500,000 or less. The CIO can be contacted via:
Phone: 1800 138 422
Online complaint form: https://www.cio.org.au/complaint-resolution/making-a-complaint/
Mail: PO BOX A252, Sydney South NSW 1235
Fax: (02) 9273 8440
The external dispute resolution service for the financial planning and investment management business is the Financial Ombudsman Service (FOS), which provides free advice and assistance to consumers to help them in resolving complaints related to members of the financial services industry, including life insurance companies, fund managers, financial advisers, stockbrokers and investment advisers. There are limits on the dollar value of dispute claims that the FOS can consider, which can be found on the FOS website. The FOS can be contacted via:
Phone: 1300 780 808
Mail: Financial Ombudsman Service, GPO Box 3, Melbourne VIC 3001
Fax: (03) 9613 6399
The external dispute resolution service for the property advisory, real estate and property management businesses is the Estate Agents Resolution Service (EARS) at Consumer Affairs Victoria (CAV). EARS is able to deal with enquiries and complaints about real estate agents. The service has been established within CAV to offer a dedicated service for information, advice and dispute resolution on real estate issues. You can telephone EARS on 1300 737 030 to discuss your complaint.
Compliments and Suggestions
We appreciate feedback, whether it is negative or positive. If you compliment a specific staff member or team, we make sure your compliment is passed on so that they can be recognised for their service to you. If you compliment a product, we pass your feedback onto the appropriate department to help them focus on what works well for our customers.
Suggestions for improvements, even if they aren’t complaint-related, are also always well-received, and helps us to maintain a high standard of service and provide products and services that satisfy your needs.
If you have a compliment or suggestion you wish to pass onto us, please inform our Client Experience Team on (03) 9868 7500 or by email at email@example.com.