Complaints Procedure

Australian Advice Network are committed to customer focused, effective and efficient complaint handling, so should you have a complaint about us we need to hear from you. If you have a complaint about any financial service provided to you by your adviser, you should take the following steps:

  • Contact the Australian Advice Network Operations Manager to discuss your complaint.

Phone  07 5551 0855
Mail    Operations Manager Australian Advice Network Pty Ltd – PO Box 5318 ROBINA TC  QLD  4230

  • We will acknowledge receipt of a complaint immediately, however, where this is not possible, acknowledgement will be made as soon as practicable.
  • We will then investigate the complaint and respond to you within 45 days.  Some complex matters may require an extension to thoroughly investigate the complaint and bring it to resolution.
  • If you are not fully satisfied with our response, you have the right to lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Contact details for AFCA are:

Phone  1800 931 678 (free of charge)
Mail Australian Financial Complaints Authority GPO Box 3 Melbourne, VIC, 3001

Furthermore, the Australian Securities and Investments Commission (ASIC) has a free of charge information line on 1300 300 630, which you may use to obtain information about your rights and to make a complaint.