Dispute Resolution Procedure

 

Dispute resolution procedure

This procedure is available to retail clients and is referred to in our relevant disclosure documents.  This is a summary of our procedure made available to our client’s.

 

Internal procedure

If you have a complaint please make the complaint to our Compliance Manager, in writing where possible.  Your complaint will be investigated by a staff member who is not involved in the subject matter of the dispute where possible.  

 

We try to make the process of making a complaint as simple and accessible as possible.  Accordingly, complaints do not need to be in writing, however by making the complaint in writing it will make it easier to respond to all the circumstance of the complaint, and avoid us misunderstanding the nature of the complaint.  You can make a complaint by phone, email or in person.  We will offer you assistance in making a complaint if required by your circumstances. 

 

We will endeavour to solve your complaint at the time of the complaint, but for whatever reason we are unable to do that we will use the following procedure.

 

Oral complaints

We will follow the following procedure: 

 

We will ask you to identify yourself, we will listen to your complaint, and record the details and determine what your complaint is in regard to.

 

  • We will confirm your details and the details of your complaint with you

  • Explain the courses of action available

  • We will try to resolve your complaint immediately if possible

  • If we are unable to do so we will provide you with the details of the person who will be responsible for handle the complaint

 

Written complaints, and following up from an oral complaint

We will provide you with a written acknowledgement of receipt of your complaint, and our understand of the circumstances via email or post as soon as practicable. The correspondence will inform you that we will attempt to resolved your complaint within 45 days. The letter will outline the dispute resolution process and the availability of our external dispute resolution scheme, the Credit Industry Ombudsman and their contact information and our membership details.

 

  • The Compliance Manager will consider the complaint and seek appropriate supporting information from you where necessary within 7 calendar days

  • Our request for additional information or clarification from you will clearly state that a response is required within 14 calendar days to comply with the stipulated response times

  • We will ask you to sign file notes of relevant conversations to confirm they contain a complete and accurate record of the complaint and subsequent negotiations

  •  We will maintain contact with you to ensure that you are informed of the progress of your complaint; until the complaint is resolved

 

Remedies

Within 45 days of receiving your complaint we will provide you with a final written response. This will consist of one of the following:

  • accept the complaint and, where appropriate, offer redress;

  • offer redress without accepting the complaint; or

  • reject the complaint, giving reasons.

 

Our final written response will state how you can take the complaint further if you are unhappy with our resolution of your complaint. By providing you with information and contact details of our external dispute resolution scheme provider.

 

Confidentiality

All complaints will be handled in compliance with our privacy policy.

 

External Procedure

For financial service related matters, we are a member of an external dispute resolution scheme the CIO. For Privacy related matters, you can contact the Office of the Australian Information Commissioner. For tax agent related matter, you can contact the Tax Practitioners Board or CPA Australia. Relevant ccontact information is provided below.

 

Osuper Pty Ltd

info@osuper.com.au

Phone 07 4642 0990

PO Box 3600

Toowoomba QLD 4350

 

Australian Financial Complaints Authority (AFCA)

You can contact AFCA on:

Telephone 1800 931 678

or on their website at www.afca.org.au 

Our membership number 46315

 

Credit & Investments Ombudsman (CIO)

Phone 1800 138 422

info@cio.org.au

Reply Paid 252

South Sydney NSW 1234

Our membership number M0034504

 

Office of the Australian Information Commissioner

GPO Box 5218

Sydney NSW 2001

Phone 1300 363 992

Visit oaic.gov.au

 

Superannuation Complaints Tribunal (SCT)

Phone 1300 884 114

info@sct.gov.au  

Locked Bag 3060

GPO Melbourne VIC 3001

 

Tax Practitioners Board

enquirymanagement@tpb.gov.au

The Secretary (Complaints)
Tax Practitioners Board
GPO Box 1620
SYDNEY NSW 2001

 

CPA Australia

conduct@cpaaustralia.com.au

General Manager, Professional Conduct

Locked Bag 23

Grosvenor Place NSW 1220

 

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