The Dispute Resolution Officer shall be primarily responsible for supervising complaints received from Clients. The Dispute Resolution Officer shall report to the Managing Director.
Any Client who wishes to lodge a complaint shall be directed to the Dispute Resolution Officer. Unless otherwise determined by the Dispute Resolution Officer, all complaints must be in writing. On receipt of a written complaint from a Client, the Dispute Resolution Officer shall promptly reply (within 7 Business Days) acknowledging receipt of the complaint. The Dispute Resolution Officer shall immediately investigate the complaint and if necessary correspond directly with the complainant Client in relation to the disputed matter.
The Dispute Resolution Officer shall within 30 Business Days of receipt of the notice of dispute from the Client or a longer period of up to 90 days if agreed by the Client, finalise his/her investigation of the dispute and report in writing to the Client the result of the review. Where the dispute is not resolved to the satisfaction of the Client the Client shall have the right to refer the matter to the Managing Director within 30 days. If practical the Managing Director shall meet with the Client to consider the dispute. The Client shall be entitled to be present at the meeting with or without legal representation and to be heard either in person or through the Client's legal representative.
Subsequent to hearing the Client's complaint the Managing Director shall have a maximum of 14 Business Days within which to consider the complaint and either accept, reject or resolve the dispute. The Managing Director must notify the Client within 21 Business Days of the hearing of its decision.
If the Client is dissatisfied with the determination of Managing Director then the Client may refer the complaint to the Dispute Resolution Service provided by the Financial Industry Complaint Service.
InvestSMART Financial Services Pty Ltd holds an Australian Financial Services Licence (AFSL # 226435) issued by the Australian Securities and Investments Commission (ASIC ) and is a member of the Financial Ombudsman Service (membership #10433), an external complaints resolution scheme.