目的
布鲁克菲尔德 values feedback from its clients and is committed to dealing with any complaints promptly, 公平、灵活、透明.
This policy sets out our approach to managing any complaints we receive. The policy is supported by 布鲁克菲尔德's internal dispute resolution framework and complaints management procedure.
如何投诉
You can make a complaint to us in a number of ways:
电话
你可致电1800570000(免费电话)
通过邮件
Please send any correspondence relating to a complaint you have to:
Complaints Officer - 布鲁克菲尔德资产管理公司
布鲁克菲尔德
邮政信箱172号
悉尼新南威尔士州2001
在社交媒体上
A complaint made using social media will need to be made on an account owned or controlled by us.
We are not required to identify and respond to complaints made on third party social media accounts or channels posts.
使用代表
You can also ask someone to help you make a complaint.
您的代表可以是:
(a)拥有授权书的人(《十博体育网》)
(b)家庭成员或朋友;
(c) a financial counsellor or a financial adviser;
(d)付费代表(你是谁)
paying to make and/or manage your complaint for you).
如果您使用的是代理, we will need to obtain confirmation that they are acting on your behalf – for example, you could confirm this either orally or in writing or you could provide us with a copy of a more formal document, 例如委托书.
其他情形
Please also let us know if your complaint is urgent, or if you are dealing with stressful circumstances, 比如经济困难, 失业, and/or the risk of domestic and family violence so we can provide you with any necessary support during our review of your complaint.
十博体育网怎样才能帮您投诉呢
We are keen to make our complaints process as accessible to our investors as possible and we can provide additional assistance in certain circumstances.
Please let us know of any circumstances which makes making a complaint difficult for you and we will do our best to make the process easier for you.
十博体育网处理投诉的主要步骤
布鲁克菲尔德 has a Complaints Officer who will generally be responsible for co-ordinating our response to your complaint.
第一步
(a) 确认
Your complaint will be acknowledged quickly upon first receipt to reassure you that we have received your complaint and are looking into it.
(b) 最初的接触
Our goal is to resolve your complaint as quickly as possible, 最好是在你们第一次联系的时候.
(c) 收集信息
If, 然而, 这是不可能的, we'll be in touch with you to discuss your complaint – what you are unhappy about and what you would like us to do. We may also need additional information and copies of relevant documents.
评估及调查
一旦十博体育网掌握了所有必要的信息, we will assess and investigate your complaint objectively and impartially on its merits.
保持透明, you will be given the contact details of the person responsible for resolving your complaint to give you the opportunity to make your case at every stage of the investigation.
最终结果
You will be notified of the outcome of your complaint in writing – it will set out how we have resolved your complaint or explain why we’ve rejected it (either partially or in full).
We will ask you to let us know whether you are happy with the way your complaint has been resolved or whether you intend to refer it to AFCA. 当然, if you believe we have not considered relevant information or wish to provide us with additional material, 请让十博体育网知道.
时间
Set out below are the timeframes in which we are required to resolve complaints
| 行动 | 时间表 |
|---|---|
| 投诉确认 | 24小时 |
| 布鲁克菲尔德 aims to resolve complaints as quickly as possible | Ideally, before the fifth business day after receiving the complaint If the complaint is not resolved within five business days |
| If the complaint is not resolved within five business days | 在第30个日历日之前 |
|
If your Complaint is complex or there are circumstances outside of our control, we might not be able to respond to your complaint within 30 days. 如果是这种情况，十博体育网将: (a)解释延误的原因; |
25日之前 |
将此事提交非洲足联
If you are not satisfied with our response to your complaint, you have the right to make a complaint to AFCA who are contactable:
(a)通过AFCA网站
(b)以电子邮件: info@afca.org.au
(c)电话:1800 931678(免费电话)
(d) In writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001
修订日期:2022年2月22日
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