As an Australian Financial Services Licensee, Politis Investment Strategies is required to have in place an internal policy and procedure to ensure that complaints and disputes, in respect of the advice provided to and/or dealing conducted on behalf of clients by Politis Investment Strategies or any of its Representatives, are dealt with genuinely, promptly, fairly and consistently.
A complaint is defined as “an expression of dissatisfaction made to or about an organisation, related to its products, services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.”
External Dispute Resolution Scheme
Politis Investment Strategies is a member of the Australian Financial Complaints Authority (AFCA).
The Australian Financial Complaints Authority (AFCA) offers fair, independent and accessible dispute resolution for consumers who are unable to resolve complaints with member financial services providers. The service is free to consumers, with the costs of running the service met by the members of the Australian Financial Complaints Authority.
A dispute with the Australian Financial Complaints Authority (AFCA) can be lodged by calling 1800 931 678 or by sending an email to info@AFCA.org.au.
How a Complaint Can Be Lodged With Politis Investment Strategies
If you have a complaint to make about Politis Investment Strategies, one of its staff members or authorised representatives, you can contact Politis Investment Strategies directly by:
- sending an email to email@example.com,
- calling Politis Investment Strategies on (02) 4962 5525, or
- writing to Politis Investment Strategies, First Floor, NCYC Commercial Centre, 91 Hannell Street, Wickham NSW 2293.
How We Deal With Complaints
All complaints need to be resolved genuinely, promptly, fairly and consistently.
When a complaint is received we attempt to resolve the complaint quickly and directly.
If the complaint cannot be resolved immediately, we will inform the complainant of the process and the timeframe of solving the complaint. If the timeframes cannot be met an explanation is provided to the complainant before the time limit expires and another deadline set. We keep the complainant informed of the progress of the complaint.
Timeframes of Dealing with Complaints
- When the complaint is initially made: We will acknowledgement receipt of a complaint within 24 hours (or one business day) of receiving it. We will attempt to resolve the complaint to the satisfaction of the complainant by the end of the 5th business day of when the complaint was received.
- 5th business day from when the complaint was made: We will further attempt to resolve the complaint and acknowledge to the complainant, in writing, that the complaint has been received, provide information about the external dispute resolution body and the procedure in settling disputes, and will liaise with the parties involved to find a satisfactory resolution including the timeframe of when a response is forthcoming. If the timeframes cannot be met an explanation will be provided to the complainant before the time limit expires and another deadline set.
- 30 calendar days from when the complaint was made: If a final response cannot be provided within 30 calendar days to the complainant, the complainant has the right to take their complaint to the Australian Financial Complaints Authority.
- Within the timeframe specified by AFCA: When AFCA has received a written complaint, then AFCA will provide a copy of the documents provided by the complainant to the Head of Risk & Compliance at Politis Investment Strategies. Politis Investment Strategies will have the opportunity to once again directly resolve the complaint within the period mandated by AFCA. If the complaint is not resolved between Politis Investment Strategies and the complainant in this timeframe, then AFCA will investigate the complaint and attempt to resolve it by negotiation and conciliation.
Where possible the complainant and the person responsible for dealing with the complaint will meet to allow both parties to more openly discuss the matter, if necessary. That meeting should be regarded as a settlement meeting and take place after a full investigation of the compliant.
Politis Investment Strategies has identified the options in settlement of a complaint:
- Technical assistance;
- Indication of changes in policy or procedure arising from complaint;
- No further action;
- Referral to the Australian Financial Complaints Authority (AFCA);
Should it be found that other clients may be similarly affected because of the actions of Politis Investment Strategies or its Representatives and who have not complained, Politis Investment Strategies will write to those clients informing them of the matter and offering a meeting to discuss their particular situation.