Complaints Management Policy
Introduction
- PrivateInvest Capital Securities Limited (as Trustee), PrivateInvest Pty Limited and its related entities (collectively “PrivateInvest, we or us”) is committed to effective and efficient complaints management and to fair and transparent dealings in the financial marketplace
- A complaint is an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
Our Complaints Management Process
- PrivateInvest takes all feedback seriously and works proactively to investigate and resolve complaints.
- Complaints may be submitted using any of the following methods:
- Email: corporate@privateinvest.com.au;
- Telephone: 1300 2 INVEST(1300 2 468 378);
- Post: PO Box 477, Cottesloe WA 6911.
- Any material relating to PrivateInvest’s Internal Dispute Resolution (“IDR”) process will be provided to you free of charge.
- We will collect certain information from you, including:
- Your name;
- Your contact details;
- How you would prefer to be contacted;
- A description of your complaint; and
- How you would like the complaint resolved.
- We will acknowledge your complaint, generally within three (3) business days and give you the contact details of the person responsible for dealing with your complaint.
- The person responsible for dealing with your complaint will commence their investigation and may require further details from you. Upon completion of their investigation, the person responsible for dealing with your complaint will contact you with an IDR response. This will provide you with information about:
- the final outcome of your complaint at IDR; and
- information about other remedies that may be available to you.
- All information provided in relation to a complaint will be treated confidentially and only used for the purposes of investigating and resolving the complaint.
- PrivateInvest maintains a register of complaints to monitor trends, ensure timely resolution, and identify opportunities for process improvements.
Timeframe For Resolving Complaints
- We endeavour to resolve all complaints as quickly as practicable. Many complaints can be resolved within days or on the spot. We will keep you informed in relation to your dispute and will provide you with an IDR response within forty-five (45) calendar days of receiving your complaint
Accessibility Services
- We take our commitment to provide accessible services to customers seriously.
- If you are deaf or have a hearing or speech impairment, you can contact us on the National Relay Service, a government initiative that offers an Australia-wide phone service for people who are deaf or have a hearing or speech impairment. It’s available at no additional charge:
- Talk to text users, please call 133 677 and then ask for 1300 2 468 378;
- Speak to listen users, please call 1300 555 727 and then ask for 1300 2 468 378;
- Internet relay users, please connect to the NRS and then ask for 1300 2 468 378;.
- If you require this Policy is another language, please contact us at the details below.
- PrivateInvest will make reasonable adjustments to assist clients with accessibility needs, including providing documentation in alternative formats or offering additional support where required.
Contact Us
- If you have any questions or would like further information about our complaints handling process, please contact us by:
- Email: corporate@privateinvest.com.au;
- Telephone: 1300 2 INVEST(1300 2 468 378);
- Post: PO Box 477, Cottesloe WA 6911.
