If you have a complaint about a financial service provided to you, you should follow the steps outlined below:
1. Contact your financial adviser to discuss your complaint;
2. If your complaint is not satisfactorily resolved within seven days of raising it, you may contact SIRA Group on (03) 9909 7018 or put your complaint in writing and send it to:
SIRA Group Pty Ltd
Level 1, 530 Little Collins Street,
Melbourne Vic 3000
If, after speaking with SIRA Group and your financial adviser, your complaint is still not resolved to your satisfaction, you can lodge your complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Telephone: 1800 931 678
In writing to:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001.
SIRA Group is a member of this Complaints Resolution Service. The Australian Securities and Investments Commission (ASIC) also has a toll-free information line on 1300 300 630 which you may wish to use to make a complaint and obtain information about your rights.