Complaints & Dispute Resolution

Internal Dispute Resolution (IDR) Policy — Last updated: May 2026

What to do if you have a complaint

We hope you are delighted with our services, but if you have a complaint please let us know so we can work towards resolving it promptly and fairly.

You can make a complaint verbally or in writing by contacting your broker directly, or by using any of the following:

If you require accessibility assistance, including language and translation services, please use the contact details above so we can help.

How we handle your complaint

1

We acknowledge your complaint

We will acknowledge your complaint within 1 business day and keep you informed of our progress throughout.

2

We investigate and respond

We aim to resolve your complaint within 30 calendar days. If we need more time, we will let you know in writing and explain why. You will receive a written IDR response outlining our findings and any action taken.

3

Escalation to a senior representative

If you are not satisfied with the initial response, you can request that your complaint be reviewed by Kiri-Lee Ryder (Principal Broker).

External Dispute Resolution Scheme

If we do not reach an agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) scheme. Our external dispute resolution provider is the Australian Financial Complaints Authority (AFCA) — AFCA Member Number #48714.

Contact AFCA

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints. You may refer the matter to AFCA at any time, but if our internal process is still in progress, they may request that our internal processes be completed before considering the matter further.

Further information

You can obtain further details about our dispute resolution procedures and our privacy policy on request — please use the contact details above.

ASIC MoneySmart

The Australian Securities & Investments Commission (ASIC) also provides consumer information and resources at moneysmart.gov.au.