Definition of a complaint

“An expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.” AS/NZS 10002–2014

Receiving complaints

Complaints may be received through various mediums including letter, email, over the phone and in person.

After receiving of the complaint, Ethical Investment Services (EIS) will endeavour to contact you acknowledging receipt of the complaint the following business day.

Investigating the complaints

EIS will investigate the complaint and associated documentation to determine the most appropriate course of action.

Responding to complaints

EIS will endeavour to provide an initial response as soon as possible. A final response to the complaint will be provided within a maximum of 45 days.

Referral to External Complaints Resolution Body

Should your complaint not be successfully resolved by internal complaint handling procedures, then access to the External Dispute Resolution (EDR) scheme is available. At present, the EDR scheme to which EIS belongs is the Australian Financial Complaints Authority (AFCA). AFCA contact details are listed on our Financial Services Guide.

Recording information about complaints

Information regarding your complaint will be confidentially held on your file as per our privacy policy.

Costs

Complainants will not be charged for using the complaint handling procedure.


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