HOW DOES GUARDIAN UNDERTAKE TO DEAL WITH YOUR COMPLAINT
As soon as possible, but within 45 days of receipt of your complaint, the responsible person will examine the matter and provide you with a full and fair account of Guardian’s responsibilities in an effort to resolve the dispute. If a response cannot be made in this time, we will provide you with written notice of the reasons why and give you an indication of when a further response will be made. This extension of time will be no more than 90 days from when we receive your complaint.
If you are not satisfied or unhappy with the outcome of the complaint, you can contact the Australian Financial Complaints Authority (AFCA). Guardian is a member of AFCA, who are an independent complaints service. Members of AFCA include life insurers, fund managers, financial planners, stockbrokers and investment advisers. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
AFCA will try and help both parties reach agreement on a settlement. If a settlement cannot be reached, AFCA may investigate further and issue a final determination. This final decision is binding on Guardian. This means that if you accept the decision, Guardian must also accept it. However, if you do not agree with the final decision, you do not have to accept it.
AFCA can be contacted by phone on 1800 931 678, in writing at GPO Box 3, Melbourne VIC 3001 or email firstname.lastname@example.org. You can also seek further information on their website – afca.org.au.
The Australian Securities and Investment Commission (ASIC) also has a free call info line on 1300 300 630 which you may use to make a complaint and obtain information about your rights.
For your reference, attached is our complaints handling procedures: Complaints Handling Policy – Guardian Associates – Version 4.1 04.2019