RESOLVING COMPLAINTS

Commitment to Customer Satisfaction

Capital Securities (Aust) Pty Ltd (“CSA”) and its subsidiary companies (collectively referred to as “the Group”) are committed to providing continual customer satisfaction in relation to the products and services the Group provides.

However, if for any reason you are not satisfied with the services provided by the Group, or if you have a complaint or suggestion, we would like to hear from you.

Internal Disputes Resolution

The Group takes all complaints seriously, and has developed a formal complaints handling process so that all complaints are handled courteously, expeditiously, equitably, objectively and in an unbiased and confidential manner.

Complaints can be made orally (in person or by telephone) or in writing (including facsimile or email) and if the oral complaint is unable to be resolved at the first point of contact, you will be advised that the complaint be put in writing. There is no fee involved in making a complaint and it is recommended that you provide as much information as you can covering your complaint.

Complaints are to be initially directed to the Group’s Complaints Handling Management Representative
Complaints Officer
Capital Securities (Aust) Pty Ltd
210 – 214 Lower Heidelberg Road
EAST IVANHOE VIC 3079
AUSTRALIA

Phone: 1300 762 003
Facsimile: (03) 9490 1098
Email: complaints@capitalsecurities.net

All complaints will be acknowledged immediately (via post, phone or email), and then investigated and the outcome(s) communicated as soon as a decision or action is proposed, but always within 45 days from the date the complaint was received. You will be kept informed of progress by telephone, correspondence or interview, and you may request a copy of our Internal Dispute Resolution Procedures at any time if required. 

External Disputes Resolution

If for any reason the Complaints Handling Management Representative is unable to solve the complaint to your satisfaction, you have the right to refer the matter to an external dispute resolution service established by Credit Ombudsman Service Limited (COSL) which is the external dispute resolution (EDR) scheme for the non-bank financial services industry, approved by the Australian Securities and Investments Commission (ASIC).

The Credit Ombudsman Service provides an accessible and free independent dispute resolution service as an alternative to legal proceedings for resolving complaints/disputes with a participating financial services provider. The aim of the service is to bring two parties together to consider what might be a fair resolution to the complaint. The Credit Ombudsman can make a final decision if a resolution cannot be achieved.

Before taking your complaint to the COSL you must first of all try to resolve your complaint with the Group by contacting its Complaints Handling Management Representative.

Contacting the Credit Ombudsman Service

The Credit Ombudsman Service Limited
PO Box A252
SYDNEY SOUTH NSW 1235
AUSTRALIA

Phone: 1800 138 422 or (02) 9273 8400
Facsimile: (02) 9273 8440
Email: info@cosl.com.au
Website: www.cosl.com.au

Additional information on COSL can be obtained via the above link to their website, or via the Useful Links page, under “Industry Associations” on the CSA Group website.

Complaints about Privacy

If you have a complaint concerning a privacy issue, the Group will also deal with this through its Internal Complaints Handling Process. However, if you remain unsatisfied with the Group’s response, you can direct your privacy complaint to the Office of the Privacy Commissioner at:

Complaints Handling Section
Office of the Privacy Commissioner
GPO Box 5218
SYDNEY NSW 2001
AUSTRALIA

Phone: 1300 363 992
Facsimile: (02) 9284 9666
Email: privacy@privacy.gov.au
Website: www.privacy.gov.au