• Complaints Procedure

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  • Complaints Procedure

Complaints Procedure

Are you under 40 ?

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 Licensee Manager to discuss your complaint.

Phone: 07 5551 0855

Email: info@australianadvicenetwork.com.au

Mail: Licensee Manager
Australian Advice Network Pty Ltd
PO Box 7045
GCMC QLD 9726.

2. We will acknowledge receipt of a complaint immediately, however, where this is not possible, acknowledgement will be made as soon as practicable, normally within 24 hours.
3. We will then investigate the complaint and respond to you within 30 days. Some complex matters may require an extension to thoroughly investigate the complaint and bring it to resolution.

4. 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)

Email: info@afca.org.au

Mail: Australian Financial Complaints Authority
GPO BOX 3
MELBOURNE VIC 3001


Furthermore, the 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.