Complaints and Dispute Resolution
Complaints contact person/s:
Level 26
44 Market Street
SYDNEY NSW 2000
Email: to info@elitewealthadvisory.com.au
Internal Dispute Resolution (IDR) Process
Elite Wealth Advisory and its Contractors are members of The Credit Ombudsman Service Limited (COSL). Under the COSL rules, COSL require you to try to resolve your complaints with us first, through our IDR process. If the matter is not resolved to your satisfaction through our internal IDR procedures, then you are able to lodge the complaint with COSL for them to consider.
We accept consumer complaints via letter, telephone, fax, in person or by email. All forms of complaints mentioned above will be registered on a Financial Incident Report Form (Complaint form) noting the date of the complaint and a file started in regard to the complaint. No fee is payable for an IDR service through us.
Should a substantive response not be provided to you within 45 days, via our Complaints Contact Person, we must then advise you of the the reasons for the delay and advise you of your right to lodge a complaint directly with COSL.
In receiving, investigating and deciding on a complaint, and in the recording of information for reporting purposes, we will respect your privacy by complying with our obligations under the Privacy Act 1998 (as amended)
Our IDR Process
The customer completes a Incident Report Form (Complaint form) along with any supporting documentation, and any relevant file information to the Complaints Contact Person.
A letter of Acknowledgement will be forwarded to you by our Complaints Contact person. The matter will be investigated and dependant on the circumstances a resolution provided to you, the consumer by our Complaints Contact person within 45 days.
Any contact made with you, the consumer/s will be recorded in your complaint file and our Complaints Contact Person advised of all communications, including information discussed.
Dependant on the circumstances our Complaints Contact Person will provide one of the following substantive responses to the consumer in 45 days:
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accepted the complaint and, if appropriate, offer redress
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declined to accept the complaint but still offered redress
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rejected the complaint
In the event we may not be able to provide a substantive response within 45 days, our Complaints Contact Person will forward the consumer the reasons for the delay and advise the consumer their right to lodge a complaint directly with COSL.
However in most circumstances:
Your resolution response by our Complaint Contact Person will be written and forwarded to you, stating the reasons for reaching a decision/s.
If at any stage of the process you wish to clarify any information, please do not hesitate to contact our Complaints contact person via email info@elitewealthadvisory.com.au