Feedback & Complaints
We take your feedback seriously and aim to provide simple, easy to use and trustworthy services to our customers.
We see your complaint or feedback as an opportunity to not only resolve the matter for you, but as a way to improve the way we do things.
Make a complaint or provide feedback
You can advise us of your complaint or provide feedback by:
So that we can resolve your complaint as quickly as possible, it is important that you provide us with as much information as possible. This includes details such as:
- Your customer number and name;
- Contact details – preferred contact method, if by phone advise the best times to reach you;
- Complaint or feedback information – what is your complaint or feedback about and when did it happen; and
- Resolution – how would you like the matter resolved.
We will try our best to resolve the complaint for you on the spot, and in most cases we can. If we can’t we will:
- Keep you up to date on our investigation and progress;
- Work to resolve your complaint within 21 days of receiving it from you;
- Let you know if we need more information or more time to investigate; and
- Provide you with final resolution within 45 days – if not we will inform you of the reasons for delay.
If we request further information from you to help us resolve your complaint and you do not respond, we may consider the matter resolved. However, if you provide information at a later date we will reopen the complaint and continue to work on a resolution for you.
TPT Wealth is a member of the Australian Financial Complaints Authority (AFCA). AFCA is an external dispute resolution body that deal with complaints regarding the financial services industry.
The MyState Group Whistleblower Protection Policy (WPP) ensures that there are processes in place to maintain the highest standards of ethical behaviour and integrity and protect any person who reports inappropriate conduct from reprisal. The WPP doesn’t just apply to our employees, but to contractors, consultants, suppliers, third party providers, brokers or auditors.
Some examples of the type of conduct which may be considered reportable may include (but is not limited to):
- An actual or potential criminal offence;
- Suspicion of fraud or theft;
- Suspect transactions;
- Disregard for legislation and regulation;
- Breach of corporate governance (e.g. laws, policies and procedures);
- Breach of a code of conduct;
- Actual or likely damage or loss to any of MyState’s assets;
- Unethical behaviour generally.
If you have a concern, you may report inappropriate conduct through the following channels:
- Through our external auditor; Wise Lord & Ferguson, Phone: (03) 6223 6155.
- Emailing: firstname.lastname@example.org.
Wise, Lord & Ferguson receive whistleblower information when for various reasons the whistleblower is not comfortable utilising the internal MyState process. Their role as the recipient of the information is to consider the nature of the issue and assess who in MyState they can communicate with to address the issue raised.
Wise, Lord & Ferguson would normally address any issue raised with the Company Secretary, as a direct report to the Board. If in their judgement the issue is of a significance or relates to a senior member of the executive team, they may choose to raise the matter directly with the Chair of the Board. The confidentiality of the Whistleblower will be held sacrosanct.
For more information please refer to the MyState Group Whistleblower Protection Policy.