If we receive a complaint we will tell you how long it will take to investigate and resolve it. If we can’t resolve your complaint at the first point of contact, we’ll contact you over the phone or in writing within two business days of receiving your complaint to let you know when you can expect a response. You will receive a response from the Internal Dispute Resolution Officer within 45 days of the complaint first being received by UFS. If we are unable to resolve it in this time frame we will tell you and keep you informed of the progress of our investigations.
If we are unable to resolve your complaint or your concern to your satisfaction you have the right to refer the matter to the Australian Financial Complaints Authority (ACFA):
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001
Telephone: 1800 931 678 Email: [email protected]
External dispute resolution is a free service established to provide you with an independent mechanism to resolve your complaints.
Address: Level 21, 360 Elizabeth Street, Melbourne 3001
Telephone: 02 9395 4222