First published on 05/10/21
Effective 05/10/21, this continuous disclosure advises members of changes to complaints and feedback information. TPT Wealth Ltd (TPT) releases this update in relation to:
TPT At Call Fund (ARSN 093 458 336)
TPT Fixed Term Fund (ARSN 093 458 256)
TPT Long Term Fund (ARSN 093 255 791)
TPT Select Mortgage Fund (ARSN 089 139 382)
TPT Australian Share Fund (ARSN 093 457 955)
TPT Diversified Property Fund (ARSN 120 944 318)
TPT Balanced Fund (ARSN 093 458 461)
TPT International Share Fund (ARSN 120 944)
ASIC has released Regulatory Guide 271: Internal Dispute Resolution (RG 271) which provides financial firms with reduced timeframes for providing an Internal Dispute Resolution response.
The complaints and feedback information contained in all TPT Wealth Product Disclosure Statements is replaced and updated as follows:
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 improve the way we do things.
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:
Our team can assist you with Translator Interpreter Services (TIS) if you speak limited English, or to use the National Relay Service if you have difficulties with hearing.
You may wish to contact a financial counsellor for free, independent advice about your situation. The National Debt Helpline website (ndh.org.au) has easy to use, step-by-step guides on how to tackle debts. You can also call the National Debt Helpline on 1800 007 007 to talk to a financial counsellor.
We will try our best to resolve the complaint for you straight away, and in most cases we can.
If we can’t we will:
If you’re not satisfied with the outcome provided to you, the first step is to request the complaint be escalated to a manager of the department you’ve been speaking with.
In the event you are not satisfied with the Manager's response, you have a few more options as outlined below:
You can request for your complaint to be escalated to a Senior Manager who will review your complaint outcome.
You can request for your complaint to be escalated to our Customer Advocate. The Customer Advocate, while not independent, is impartial and focuses on achieving a fair outcome for our customers. Our Customer Advocate will review your complaint outcome to make sure that your complaint was handled fairly.
Please allow us the opportunity to resolve your complaint through our internal complaint management process, as detailed above, prior to escalating through any other channels.
TPT Wealth is a member of the Australian Financial Complaints Authority (AFCA).
AFCA is an external dispute resolution body that deals with complaints regarding the financial services industry. It is good practice to go via the internal complaint resolution processes, prior to escalating a complaint with AFCA.
If your complaint is about how we handle your personal information, you can also contact the Office of the Australian Information Commissioner.
If you have any questions, please contact us on 1300 138 044.
This Continuous Disclosure Notice is issued by TPT Wealth Limited ABN 97 009 475 629 AFSL 234630. A wholly owned subsidiary of MyState Limited ABN 26 133 623 962.