We
understand that although we do our best to provide a high level of
client service, you may at times feel that there are issues that have
not been resolved to your satisfaction.
To ensure that you have the
opportunity to make your complaints known, we have developed a
Complaints and Dispute Resolution procedure.
How to Notify Us of Your Complaint
In most cases your complaint can be settled to your satisfaction by
simply making us aware of it. You can do this by:
- discussing your complaint with us on our telephone contact telephone number 1300 500 289
- sending an email to: service@brisbanecapital.com.au
- faxing your complaint to (07) 3112-4384
If
the staff member who receives your complaint is unable by reasons of
authority or experience to handle the matter, they will refer your
complaint to a more senior or experienced person who will contact you
within twenty-four hours. In most cases your complaint will be handled
to your satisfaction at this stage.
- Download Complaint and Dispute Resolution Brochure
Dispute Investigation
If your complaint remains unresolved, you may refer it to the Dispute
Resolution Manager at the following address:
Dispute Resolution Manager
Brisbane Capital Pty Ltd
P.O. Box 8081, Cleveland QLD 4163
You should be advised of the outcome within twenty-one working days.
External Dispute Resolution
If you are still not satisfied with the outcome of your dispute, you
have access (free of charge) to an external dispute ombusdsman service.
Their contact details are as follows:
Financial Ombudsman Service
GPO Box 3 Melbourne VIC 3001
Toll-free number: 1300 780 808
Fax: (03) 9613 6399
Email: info@fos.org.au
Website: www.fos.org.au
