Our Internal & External Dispute Resolution Procedures

If you have any complaints

Your questions and Our answers

Who can I complain to if I have a complaint about the provision of the financial services to me?

We are members of the Financial Ombusdman Service (FOS). If you have any complaint about the service provided to you, you should take the following steps.

• Contact your adviser and tell us about your complaint.
• If your complaint is not satisfactorily resolved within three days, please contact the Austplan Pty Ltd Managing Director Mr Phillip Gerathy or put your complaint in writing and send it to us at the address noted at the beginning of this FSG. We will try and resolve your complaint quickly and fairly.
• If the complaint can’t be resolved to your satisfaction you have the right to complain to the Financial Ombusdman Service (FOS). They can be contacted on 1300 780 808. This service is provided to you free of charge.

If your concerns are not satisfied by FOS then you have the right to proceed to the Australian Securities and Investments Commission (ASIC), they also has a freecall Infoline on 1300 300 630 which you may use to make a complaint and obtain information about your rights. Alternatively, you can detail your complaint in an email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .