About Us > Our Financial Services Guide (FSG)
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 Finance Industry Complaints Service (FICS). 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 Industry Complaints Service (FICS). They can be contacted on 1300 780 808. This service is provided to you free of charge.
If your concerns are not satisfied by FICS 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 infoline@asic.gov.au.
