Complaints Handling Policy
CFF welcomes client feedback and engagement at any time, and in any way that you feel is most appropriate to your circumstances. Feel free to call us, send us a letter or email, drop by our office in person, or contact us through our website or social media platforms.
Call: (08) 6835 1140, Monday to Friday, 9:00am–5:00pm (AWST)
43B Town View Terrace
Margaret River WA 6285
When making a complaint, please provide us with as much information as possible about your concern to help us to address and resolve it fairly, effectively and efficiently. Feel free to identify your preferred method of communication for any responses from CFF.
We will endeavour to accommodate clients with a range of communication needs, such as hearing impairment or linguistic diversity, to ensure that the feedback process is accessible to all. For example, this could include working with a third party representative nominated by you.
All client feedback and complaints are treated seriously and will be addressed promptly and fairly.
What happens after a complaint has been lodged?
- We will acknowledge your complaint as soon as practicable, and within one business day of its receipt.
- The complaint will be investigated internally, and action initiated to resolve the matter.
- A written response will be made as soon as possible and within 30 calendar days of receiving your complaint.
- If we have not responded within the legislated timeframe, or you are not satisfied with the outcome, you may be able to take the matter to external dispute resolution.
External dispute resolution
If you are not satisfied with CFF’s handling of your complaint or any decision, or if you do not receive a response from CFF within the relevant timeframe, you may have the right to have your complaint heard, free of charge, by the Australian Financial Complaints Authority (AFCA), an external dispute resolution service established by the Government.
AFCA provides a fair and independent financial services complaint resolution service that is free to consumers.
If we have not had an opportunity to resolve your complaint first, AFCA may ask us to work with you to investigate and respond to your complaint before they commence their process.
AFCA’s contact details are:
Call: 1800 931 678 (free call)
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Please note: Time limits may apply to complain to AFCA so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.