Complaints Policy

Complaints Policy

Complaints Policy

At Profusion Planning, we are committed to resolving any complaints or issues raised with us as quickly as possible. This policy explains how you can make a complaint to Profusion Planning, our measures for handling your complaint and the steps you can take if you are not satisfied with our response to your complaint, or the timeliness of our response.

The purpose of this Complaints Policy is to set out the information required to be in a Complaints policy by ASIC Corporations, Credit and Superannuation (Internal Dispute Resolution) Instrument 2020/98 (“the Instrument”). The Instrument is a legislative instrument made by the Australian Securities and Investments Commission (“ASIC”).

 

How to make a complaint?

You can make a complaint to us in any of the following ways:

Telephone: 08 9316 3050 
Email: info@profusionplanning.com.au
Writing: PO Box 8445, Perth BC WA 6849

You are also welcome to talk to our staff directly about a complaint you may have. We request that you treat our staff with respect when they are dealing with your complaint.

When making your complaint please tell us:

  • your name
  • how you wish us to contact you (for example by phone, email)
  • what your complaint is about; and
  • what you seeking to resolve your complaint

 

If you need help to make a complaint

If you need help to make or manage your complaint, you can appoint someone (for example, a relative or friend) to represent you. Please note that for privacy reasons, we will need your authority to speak to any representative that you appoint.

 

How we will deal with your complaint

Our aim is to acknowledge receipt and resolve any complaint as soon as possible.

Acknowledgement

We will acknowledge receipt of your complaint as soon as practicable after receiving it. When acknowledging your complaint, we will also have regard to any preferences you have communicated to us in relation to the way in which you wish for us to communicate with you (i.e. verbally or in writing).

Investigation of our complaint

If we cannot resolve your complaint immediately, we will need some time to investigate your concerns. We may also request that you provide us with further information to assist with our investigation.

Our Response

We will provide you with our written reasons for the outcome of your complaint within 30 days after receiving your complaint where:

  • your complaint is not resolved within 5 business days of us receiving your complaint; or
  • if you request a written response

If we are not able to provide our response to you on time because your complaint is complex or because of circumstances beyond our control, we will write to you to explain the reasons for the delay, and inform you of your right to complain to the Australian Financial Complaints Authority (AFCA).

 

Referring your complaint to an external dispute resolution body

If you are not satisfied with our response to your complaint, you can escalate your complaint to AFCA (details below).

Australian Financial Complaints Authority (AFCA)

We are required to be a member of an external dispute resolution scheme. Accordingly, we are a member of AFCA and our membership number is 40823

Email: info@afca.org.au
Telephone: 1800 931 678 (or +61 1800 931 678 if calling from overseas)
Online: www.afca.org.au
Mail: GPO Box 3, Melbourne, VIC, 3001