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Version: 2 December 2022

Complaints Policy

 

At Centrepoint Alliance Limited, we are committed to customer focused, effective and efficient complaint handling. We strive to address each claim genuinely, promptly, fairly and consistently, ensure each complaint is treated in an un-biased manner, and all allegations are investigated thoroughly. 

This Complaints policy provides information about our dispute resolution process including how and where complaints may be made and how and when we will communicate with you about resolving your complaint. 

If you have a complaint about: 

we would like to hear from you. The Centrepoint Alliance Complaints Policy applies to all organisations within Centrepoint Alliance Limited and all subsidiary companies (‘the Centrepoint Group’) which are set out at the end of this policy. 

 

How you can lodge a complaint 

To lodge a complaint, please contact the Claims Manager at Centrepoint Alliance: 

Mail:     Claims Manager, Centrepoint Alliance
                 Level 13 Corporate Centre One
                 2 Corporate Court, Bundall QLD 4217
Phone:  1800 653 244 (free of charge)
Email:    complaints@cpal.com.au
Online:  www.centrepointalliance.com.au 

Our complaint process is free of charge to you. Your complaint does not need to be in writing. If you require any assistance to lodge your complaint, please let us know. You may also choose to authorise a representative to make a complaint on your behalf. 

We are bound by the Privacy Act, and we manage and protect your personal information in accordance with the Australian Privacy Principles. 

 

How we will deal with your complaint

We will respond to your complaint in a timely and flexible manner. Our goal is to ensure the earliest possible resolution and we will try to resolve your complaint wherever possible at the first point of contact. Where your complaint is urgent it will be prioritised. 

We will ensure you have the opportunity to explain your complaint. To this end we ask that where possible, that you provide the following information about your complaint: 

We will address your complaint fairly and consistently, treating each complaint in an un-biased manner, and ensuring all allegations are investigated thoroughly. We will inform the financial adviser or mortgage broker involved about your complaint and ask them to respond to us. 

Once your complaint is resolved any agreed outcomes will be implemented in a timely manner. 

 

How and when we will communicate with you about your complaint

We will acknowledge the receipt of your complaint within 1 business day verbally or in writing. Where this is not possible, acknowledgement will be made as soon as possible. 

We will investigate your complaint promptly and respond to you within 30 calendar days. Our response will include: 

If we are able to resolve the complaint to your complete satisfaction within 5 business days, we may not provide a written response unless you request a response in writing. 

Some complex matters may require additional time to thoroughly investigate the complaint and bring it to a resolution. Where additional time is required, we will advise you in writing within 30 calendar days of receiving the complaint. We will explain the reasons for the delay. 

We will communicate openly throughout the process. 

If you are not satisfied with the resolution of your complaint, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). 

 

Your right to lodge a complaint with AFCA

If an issue has not been resolved to your satisfaction, you can lodge a complaint with AFCA. AFCA provides fair and independent complaint resolution that is free to consumers. The contact details for AFCA are: 

Mail:           GPO Box 3, Melbourne, Victoria 3001
Phone:       1800 931 678 (free call)
Email:         info@afca.org.au 
Website:   www.afca.org.au 

 

The Centrepoint Alliance group

The Centrepoint Alliance Complaints Policy applies to all organisations which are all part of the Centrepoint group. These organisations include the following: 

The Centrepoint Alliance group issues and distributes financial products. Ventura Investment Management Ltd (a wholly owned subsidiary) issues Ventura Managed Account Portfolios.

Click here to download a copy of this policy.