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Do you have a complaint?

If you have a complaint, please tell us so we can fix the problem. We will investigate the complaint, answer your questions and do all we can to resolve the situation to your satisfaction. We recognise that even in the best run organisations things can go wrong.

To assist us in helping you:

  1. Gather all supporting documents about the matter of your complaint. Then think about the questions you want answered and decide what you want us to do. It might also be useful to speak with your financial adviser about the issue.
  2. Next, contact us and explain the problem. You can contact us by phone, fax, mail or email, or simply submit feedback online. We will review the situation and if possible resolve it straight away. Letting us know about the problem is often all that's required to resolve most issues.
  3. If at this stage the matter hasn't been resolved to your satisfaction, please contact our Complaints Resolution Officer. They will review your case.


If you are still not satisfied, you can contact the Superannuation Complaints Tribunal (SCT) or Financial Ombudsman Service (FOS) before 1 November 2018.

 

 

New dispute resolution scheme launches 1 November 2018

 

On 1 November 2018 the Australian financial services industry will transition to a new external dispute resolution scheme known as the Australian Financial Complaints Authority (AFCA).

 

This means that all financial products and services related complaints lodged on or after 1 November 2018 must be submitted to AFCA.

 

You can contact AFCA on 1800 931 678 (free call) from anywhere in Australia or email info@afca.org.au. Alternatively, visit their website afca.org.au or write to:

 

        Australian Financial Complaints Authority
        GPO Box 3
        Melbourne VIC 3001
 

How can you contact us?

You can contact us by:

Mail            

Colonial First State
Reply Paid 27
Sydney NSW 2001

Fax

02 9303 3200

Email 

contactus@colonialfirststate.com.au

Website

Submit feedback form

Phone

13 13 36

If you phone, your call will be answered by one of our Investor Services team who will take the details of your complaint and refer it to a complaints officer for further investigation.

How long will it take before we get back to you?

Our aim is to resolve the complaint as quickly as possible. We ensure that any complaint is properly considered and responded to swiftly, and in most cases this will be within 14 days. However, some matters are more complex and can take a little longer to resolve. If that is the case, we'll keep you informed of our progress.

What if your complaint is still not resolved?

We expect that we will completely resolve the issues you raise. If, despite our best efforts you believe your complaint has not been satisfactorily dealt with, or if you have not received a response within a set period, you may wish to contact an external dispute resolution service. (We have 90 days to respond to a complaint regarding a superannuation/pension product, and 45 days to respond to a complaint regarding a general investment product).

Colonial First State is a member of two external dispute resolution services covering superannuation and general investments. So depending on what you are invested in, you can contact one of the organisations listed below.

What if your complaint is still not resolved?

Superannuation Complaints Tribunal
If you are dissatisfied with the Trustees’ decision you have the right to lodge a complaint with the Superannuation Complaints Tribunal (SCT) before 1 November 2018.

 

You can contact the SCT on 1300 884 114 between 9am and 5pm (Eastern Standard Time), Monday to Friday from anywhere in Australia or via email info@sct.gov.au. Alternatively, visit their website sct.gov.au or write to:


Superannuation Complaints Tribunal
Locked Bag 3060
MELBOURNE VIC 3001


You would contact the SCT if the dispute is in relation to one or more of the following products:

  • Rollover and Superannuation Fund
  • FirstChoice Personal Super
  • FirstChoice Wholesale Personal Super
  • Personal Pension Plan
  • FirstChoice Pension
  • FirstChoice Wholesale Pension
  • FirstChoice Employer Super
  • YourChoice - Self Managed Super

For investors in Investment funds

If you are dissatisfied with the handling or outcome of your enquiry you have the right to lodge a complaint with the Financial Ombudsman Service (FOS) before 1 November 2018.

 

You can contact the FOS on 1800 367 287 between 9am and 5pm (Eastern Standard Time), Monday to Friday from anywhere in Australia or via email info@fos.org.au. Alternatively, visit their website fos.org.au or write to:


Financial Ombudsman Service Limited
GPO Box 3
Melbourne VIC 3001

You would contact FOS if the dispute is in relation to the following products:

  • Managed Investment Fund
  • FirstChoice Investments
  • FirstChoice Wholesale Investments
  • Hedge Funds
  • Cash Management Trusts

For investors in Investment funds

There are a number of factors used to calculate unit prices. The key factors include asset valuations, liabilities, debtors, the number of units on issue and where relevant transaction costs. When the factors used to calculate the unit price are incorrect an adjustment to the unit price may be required. We generally use a variance of 0.30% (0.05% for a cash investment option) in the unit price before correcting the unit price.

If a unit pricing error is greater than or equal to these variances we will:

  • compensate your account balance if you have transacted on the incorrect unit price or make other adjustments as Colonial First State may consider appropriate, or
  • where your account is closed, we will send you a payment if the amount of the adjustment is more than $20.


These tolerance levels are consistent with regulatory practice guidelines and industry standards. In some cases we may compensate where the unit pricing error is less than the tolerance levels.