As our business is reliant on long-term client relationships, it is of utmost importance to us that you are happy with our service. If you are in any way dissatisfied, we recommend you first discuss the situation with your Representative to see if it can be resolved to your satisfaction. If the situation is not resolved to your satisfaction, you should contact the Disputes Manager at FIWA on (03) 9292 0101 or in writing to Level 17, 181 William Street, Melbourne Victoria 3000. You should receive written acknowledgement within 3 business days after its lodgement that your complaint is being investigated. The regulations allow FIWA a period of up to 45 days to investigate and respond to your complaint.
In the event that the matter is still not resolved to your satisfaction, you have the right to lodge a complaint with an approved complaints resolution scheme to which FIWA is a registered member. FIWA belongs to the scheme operated by the Credit & Investment Ombudsman (CIO). They can be contacted on 1800 138 422 or via email at email@example.com.
If you have a complaint relating to superannuation matters, you may either contact CIO or the Superannuation Complaints Tribunal on 131 434.
The Australian Securities and Investments Commission also have a free call info line service for investors. The number is 1300 300 630.
FIWA has professional indemnity insurance that covers its representatives for errors or mistakes relating to our services. This insurance meets the requirements of the Corporations Act and covers claims against its representatives after they cease to be authorised by FIWA provided that the insurer is notified of the claim when it arises and within the relevant policy period.