Disclosing of changes to complaints and feedback
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:
Cash & Income Funds
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)
Investment Growth Funds
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)
Why has this document been released?
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:
Complaints and Feedback
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.
How can I lodge a complaint?
You can advise us of your complaint or provide feedback by:
- using the online form on this website;
- emailing us at mycomplaint@tptwealth.com.au;
- calling us – 1300 138 044 (between 9:00am and 5:00pm Monday to Friday, except public holidays); or
- writing to us at Complaints & Feedback, GPO Box 227, Hobart Tasmania 7001
What should my complaint include?
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 investor or account number or the estate/trust name, your name and details of preferred contact method;
- 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?
What are the options available if I need more help?
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.
What are the response timeframes?
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:
- Acknowledge that we’ve received your complaint within 24 hours or one business day;
- Keep you up to date on our investigation and progress;
- Provide you with final resolution within 30 days – if not, we will inform you of the reasons for delay and when we expect to resolve.
- If your complaint relates to credit involving default notices or financial hardship, we will provide you with a final resolution within 21 days.
What if my complaint isn’t resolved to my satisfaction?
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:
Senior Manager Review
You can request for your complaint to be escalated to a Senior Manager who will review your complaint outcome.
Senior Manager Review
Phone: 1300 138 044
Email: mycomplaint@tptwealth.com.au, addressed to the Senior Manager
Post: Complaints & Feedback Senior Manager Review, GPO Box 227, Hobart Tasmania 7001
Customer Advocate
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.
Customer Advocate Review
Phone: 1300 138 044
Email: customeradvocate@tptwealth.com.au
Post: Customer Advocate, GPO Box 227, Hobart Tasmania 7001
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.
External Review
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.
Australian Financial Complaints Authority
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO Box 3 Melbourne VIC 3001
Privacy Complaints
If your complaint is about how we handle your personal information, you can also contact the Office of the Australian Information Commissioner.
Office of the Australian Information Commissioner (OAIC)
Online: www.oaic.gov.au
Phone: 1300 363 992
Mail: OAIC – Privacy Complaints – GPO Box 5218, Sydney NSW 2001
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.
