Disputes Handling And Our Complaints Policy

We treat any complaint we receive seriously. If you are dissatisfied with your experience as our client we ask that you communicate with us (e.g. by phone, email or in person) so we can try to resolve the issue for you. We’ll do our best to help figure out the background of the matter with you.

Email contact@iwadvice.com.au, phone (02) 8880 8962, or write to PO Box R509, Royal Exchange NSW 1225.

We have adopted best practice complaints handling processes to ensure:

1. Acknowledgement of your concerns within 24 hours of receipt.
2. Speedy assessment and investigation.
3. Timely provision of a response (known as an IDR response) no more than 30 days after we receive your complaint.

If we cannot resolve the issue to your satisfaction within that time frame we will refer you to the free industry complaints handling body known as Australian Financial Complaints Authority Limited (AFCA).

We are a financial member of AFCA, the Government approved External Disputes Resolution scheme.

• AFCA can be reached at 1800 931 678
• AFCA’s mail address is GPO Box 3, Melbourne VIC 3001
• AFCA’s website is www.afca.org.au