Complaints Procedure

Australian Advice Network are committed to customer focused, effective and efficient complaint handling, so should you have a complaint about us we need to hear from you.

If you have a complaint about any financial service provided to you by your adviser, you should take the following steps:

  1. Contact the Australian Advice Network Operations Manager to discuss your complaint.

      Phone:             07 5551 0855

      Email:              info@australianadvicenetwork.com.au

      Mail:                Operations Manager

                                 Australian Advice Network Pty Ltd

                                 PO Box 5318

                                 ROBINA TC  QLD  4230

  1. We will acknowledge receipt of a complaint immediately, however, where this is not possible, acknowledgement will be made as soon as practicable.
  2. We will then investigate the complaint and respond to you within 45 days.  Some complex matters may require an extension to thoroughly investigate the complaint and bring it to resolution.
  3. If you are not fully satisfied with our response, you have the right to lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.  Contact details for AFCA are:

 

        Phone:                  1800 931 678 (free of charge)

        Online:                 www.afca.org.au

        Email:                  info@afca.org.au

        Mail:                    Australian Financial Complaints Authority

                                       GPO Box 3

                                       Melbourne, VIC, 3001

Furthermore, the Australian Securities and Investments Commission (ASIC) has a free of charge information line on 1300 300 630, which you may use to obtain information about your rights and to make a complaint.