Complaints & Feedback

Public copy

Afilcorp seeks to handle concerns fairly, proportionately and with appropriate confidentiality.

A concern may relate to:

• Website content;
• service administration;
• professional conduct;
• privacy;
• security or fraud;
• research accuracy;
• accessibility;
• a third-party introduction.

Submit:

• name and contact details;
• relationship to the matter;
• reference number;
• relevant dates;
• concise description;
• documents that are safe to provide.

Do not send sensitive files through the public form.

Afilcorp will acknowledge a complaint within a reasonable period. Any target timeframe is indicative and may vary with complexity, evidence, legal duties and third parties.

Afilcorp may:

• request information;
• preserve records;
• appoint an independent reviewer;
• refer a matter to an insurer, adviser, regulator or law-enforcement body;
• propose correction or remediation;
• explain why no further action is taken.

An acknowledgement, investigation, correction or goodwill step is not an admission of liability.

Privacy and confidentiality are subject to law, fairness to affected persons and necessary disclosure.

This process does not limit a person’s legal rights or right to contact a competent authority.