At Bruining Partners, we are committed to resolving any complaints or issues raised with us as quickly as possible. This policy explains how you can make a complaint to Bruining Partners, our measures for handling your complaint and the steps you can take if you are not satisfied with our response to your complaint, or the timeliness of our response.
The purpose of this Complaints Policy is to set out the information required to be in a Complaints policy by ASIC Corporations, Credit and Superannuation (Internal Dispute Resolution) Instrument 2020/98 (“the Instrument”). The Instrument is a legislative instrument made by the Australian Securities and Investments Commission (“ASIC”).
How to make a complaint?
You can make a complaint to us in any of the following ways:
Telephone: 08 9381 1964 (or +61 8 9381 1964 if calling from overseas)
Writing: PO Box 1067 West Leederville WA 6901
You are also welcome to talk to our staff directly about a complaint you may have. We request that you treat our staff with respect when they are dealing with your complaint.
When making your complaint please tell us:
- your name
- how you wish us to contact you (for example by phone, email)
- what your complaint is about; and
- what you seeking to resolve your complaint
If you need help to make a complaint
If you need help to make or manage your complaint, you can appoint someone (for example, a relative or friend) to represent you. Please note that for privacy reasons, we will need your authority to speak to any representative that you appoint.
How we will deal with your complaint
Our aim is to acknowledge receipt and resolve any complaint as soon as possible.
We will acknowledge receipt of your complaint as soon as practicable after receiving it. When acknowledging your complaint, we will also have regard to any preferences you have communicated to us in relation to the way in which you wish for us to communicate with you (i.e. verbally or in writing).
Investigation of our complaint
If we cannot resolve your complaint immediately, we will need some time to investigate your concerns. We may also request that you provide us with further information to assist with our investigation.
We will provide you with our written reasons for the outcome of your complaint within 30 days after receiving your complaint where:
- your complaint is not resolved within 5 business days of us receiving your complaint; or
- if you request a written response
If we are not able to provide our response to you on time because your complaint is complex or because of circumstances beyond our control, we will write to you to explain the reasons for the delay, and inform you of your right to complain to the Australian Financial Complaints Authority (AFCA).
Referring your complaint to an external dispute resolution body
If you are not satisfied with our response to your complaint, you can escalate your complaint to AFCA (details below).
Australian Financial Complaints Authority (AFCA)
We are required to be a member of an external dispute resolution scheme. Accordingly, we are a member of AFCA and our membership number is 10699
Telephone: 1800 931 678 (or +61 1800 931 678 if calling from overseas)
Mail: GPO Box 3, Melbourne, VIC, 3001
This policy is subject to change from time to time. The most current version of our Complaints Policy can be obtained from our website (https://bruiningpartn1.wpengine.com/) or by contacting us.