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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 dissatisfied with the decision you have the right to lodge a complaint with the Australian Financial Complaints Authority.

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.

 

Note: Generally, 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.

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 can contact the Australian Financial Complaints Authority 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