How to lodge a complaint

A complaint can be made to or about our business, our staff, or our representatives. Complaints can be submitted via several sources depending on the nature of the complaint; including:

• via email

• via phone

• in writing

• in person; or

• via our official social media channels (LinkedIn).

Your Adviser is best placed to receive your complaint initially. You can also reach out to us via:

• Phone:
  03 9111 0888

• Email at:
  info@carnbrea.com.au

• Writing to:
  Carnbrea & Co. Limited
  Attention: Complaints Manager
  Level 20, 90 Collins Street
  Melbourne VIC 3000

Assistance required for lodging complaints 

If you require assistance in lodging your complaint, please reach out to your Adviser or call our office on 03 9111 0888. You may also authorise someone to lodge a complaint on your behalf.

If you need additional assistance to lodge or manage your complaint (for example due to disability, language barriers, financial hardship or personal circumstances) we will take reasonable steps to support you. This may include providing information in different formats, allowing a support person to assist you, or adjusting our communication methods.

Process for handling complaints

Carnbrea’s internal process for handling complaints aims to ensure that complaints are resolved in a timely, fair and consistent manner. Our internal process is:

• Within one business day, we acknowledge that we have received the complaint. We aim to resolve the complaint immediately, if possible.

• Where we cannot resolve the complaint immediately, our team will investigate the complaint and conclude on an appropriate resolution.

• The complainant will be informed of the resolution within 30 days. If we are unable to finalise the resolution within 30 days, we will provide the complainant with the details to the Australian Financial Complaints Authority (AFCA).

• Our final response will explain the outcome of your complaint, the reasons for our decision, and your right to take the matter to AFCA if you are not satisfied. If we resolve your complaint to your satisfaction within five business days, we may not issue a written response unless you request one.

Response timeframes

We are required to provide a final response to a complaint within 30 calendar days of the complaint being lodged. There may, however, be factors outside of our control that may extend this timeframe. If we cannot provide a final response within 30 days, we will send you an IDR delay notification explaining the reason for the delay and informing you of your right to contact AFCA.

Privacy

We will handle your personal information in accordance with our Privacy Policy and only use it for the purpose of managing your complaint.

The Australian Financial Complaints Authority (AFCA)

We are members of The AFCA (Member Number 10286). If a complainant is not satisfied with our response to their complaint, they may be entitled to refer this matter to AFCA. AFCA is an independent external complaints resolution body.

The contact details for AFCA are:

• Mail: GPO Box 3
  Melbourne VIC 3001

• Phone: 1800 931 678

• Website: www.afca.org.au

• Email: info@afca.org.au