Dispute Resolution Process
Step 1 – Internal Dispute Resolution (“IDR”)
If You have any complaint or wish to raise a dispute about any matter concerning Our business, Your initial contact point to raise it is a Bricklet Consultant whose contact details are:
Tel: 1 300 733 253
Address: Level 2, 6 The Corso, Manly NSW 2095
The Bricklet Consultant will acknowledge your complaint upon receipt by means of an email regardless of the mode of communication by which Your complaint was received.
If the Bricklet Consultant is unable to immediately remedy Your complaint, then they will endeavour to resolve the matter within two (2) business days of receipt of Your complaint.
If the Bricklet Consultant is unable to resolve the matter directly within two (2) business days, they will then escalate the matter to their Manager for further deliberation and attempted resolution. The Manager will acknowledge the escalation of the complaint (via email to You) within one (1) business day of escalation and will also provide their name and relevant contact details to ensure You have a reference point for future contact. The Manager will endeavour to resolve Your complaint within five (5) business days of escalation and will keep You informed of the progress of the complaint at least once every five (5) business days after that if it remains unresolved.
If the Manager considers the complaint requires further and more in depth information and investigation, they will agree a timeline with You. If Your complaint is still not resolved to Your satisfaction, the Manager will advise of Your rights to escalate the matter to the next stage of resolution.
Step 2 – Escalation of Internal Dispute Resolution
If Your complaint is not resolved in Step 1 and You want to further escalate the matter, You may ask for the complaint to be referred to Our Chief Compliance Officer, who will then review Your complaint personally.
Our Chief Compliance Officer will acknowledge Your complaint (via email) and provide their name and relevant contact details and will keep You informed of the progress of the dispute at least once every ten (10) business days.
If the Chief Compliance Officer considers that further information and investigation of Your complaint is required, they will discuss and agree a reasonable alternative timeframe with You. If an agreement cannot be reached within that timeframe or there is a breakdown in the process, the Chief Compliance Officer will notify You of Your right to take the matter for further assessment to the Australian Financial Complaints Authority (AFCA) in Step 3.
All correspondence in relation to the initial complaint and ongoing resolution actions in Step 1 and Step 2 between Us and You will be documented and made available to You on request.
Step 3 – External Dispute Resolution (“EDR”)
We are a member of AFCA and if a satisfactory resolution to Your complaint is not achieved via Step 1 or Step 2 then You can refer the matter to AFCA as Step 3. AFCA is an independent and objective financial complaints authority that manages and seeks to resolve complaints between organisations and their customers where there has been no resolution using internal processes or a total breakdown in the IDR process.
There is specific information about the AFCA complaints and investigation process on the AFCA website at http://www.afca.org.au/ and AFCA’s contact details are:
Australian Financial Complaints Authority
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001
AFCA will only become involved in a dispute once an organisation and its customer has extinguished all avenues of resolution between them under the IDR process above. You are obliged to undertake Step 1 and Step 2 above before directing Your complaint to AFCA.
In cases of privacy related complaints, the Office of the Australian Information Commissioner (OAIC) is the external body responsible for reviewing complaints. There is specific information about the OAIC complaints and investigation process on the OAIC website at http://www.oaic.gov.au/ and contact details are:
Office of the Australian Information Commissioner
Phone: 1300 363 992
Address: GPO Box 5218 Sydney NSW