Complaints procedure
How do I go about lodging a complaint about any financial service provided to me by Australian Ethical?
Australian Ethical welcomes comments by phone, email, fax or letter. Your comments and suggestions are taken into account when investment or other decisions are made. If you have any problems or complaints about any aspect of our service or operation, please contact us. Some matters can be resolved over the phone but we also welcome your complaint in writing.
The appropriate supervisor will respond to your complaint within 5 working days and seek a resolution of your complaint as soon as possible, certainly within 90 days. Australian Ethical subscribes to external complaints resolution services to resolve complaints in the event a unitholder or superannuation member remains unsatisfied.
If your complaint is not satisfactorily resolved, please contact our Compliance Officer by contacting us. We will seek to resolve your complaint quickly and fairly.
If the complaint is not resolved to your satisfaction, you have the right to complain to the appropriate external dispute resolution service. These services are provided to you free of charge and the complaints process will be outlined to you in the documents that will be forwarded to you following your complaint.
- For unitholders, Australian Ethical Investment Ltd is a member of the Financial Ombudsman Service, an external dispute resolution scheme (contact details below).
- For Superannuation members, you may contact the Superannuation Complaints Tribunal (SCT), an independent body set up by the Federal Government to assist members resolve certain complaints with fund trustees (contact details below).
The Australian Securities and Investments Commission (ASIC) also has an information line on 1300 300 630, which you may use to obtain further information about your rights.
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Financial Ombudsman Service Limited Phone: 1300 78 08 08
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Superannuation Complaints Tribunal Phone: 1300 78 08 08 |