This policy is intended to provide you with an overview of how to submit a complaint, the process you can expect and important timeframes for resolving and escalating matters.<\/p>\n
This is in line with the ASIC Corporations, Credit and Superannuation (Internal Dispute Resolution) Instrument, made by the Australian Securities and Investment Commission (ASIC) and was implemented on 5 October 2021.<\/p>\n
A complaint, can be defined as\u00a0\u201cAn expression of dissatisfaction made to or about us; related to our products, services, staff or our handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required\u201d<\/em>.<\/p>\n You may wish to firstly submit your complaint directly with your financial adviser. If your adviser is not able to satisfactorily resolve your complaint, please contact us via any of the following methods:<\/p>\n Phone call: Oreana +61 3 9804 7113 For any written complaints please send it to:<\/p>\n Complaints Officer When making your complaint please tell us:<\/p>\n If you need help to make or manage your complaint, you can appoint someone (for example, a relative or friend) to represent you. Please note that we will need your authority to speak to any representative that you appoint.<\/p>\n You will be provided with an acknowledgement of your complaint within\u00a024 hours (or 1 business day)<\/strong>\u00a0upon receipt, or as soon as practicable.<\/p>\n Unless you have informed us otherwise, the form of communication used to respond to your complaint will typically reflect the way it was received.<\/p>\n If your complaint cannot be resolved within\u00a05 business days<\/strong>, Oreana Financial Services Pty Ltd will investigate further. You will receive a formal response to your complaint (know as an Internal Dispute Resolution Response) informing you of the following:<\/p>\n An IDR response will be provided to you within\u00a030 business days<\/strong>\u00a0upon receipt of your (standard) complaint.<\/p>\n We are not required to provide you with an IDR Response if:<\/p>\n Should however you still wish for an IDR response, we will provide you with a written response accordingly.<\/p>\n As noted, standard complaint IDR response times is 30 business days. This timeframe may vary however depending on the type of complaint. Below provides an overview of the relevant timeframes:<\/p>\nHow to submit a complaint<\/strong><\/h4>\n
\nEmail:\u00a0info@oreanafinancial.com<\/a><\/p>\n
\nOreana Financial Services Pty Ltd
\nLevel 17, 627 Chapel Street, South Yarra, Melbourne, Victoria 3141, Australia<\/p>\n\n
If you need help to make a complaint<\/strong><\/h4>\n
Responding to Standard Complaints<\/strong><\/h3>\n
Acknowledgment of your complaint<\/strong><\/h4>\n
Internal Dispute Resolution Response (IDR)<\/strong><\/h4>\n
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Complaints resolved within 5 business days<\/strong><\/h4>\n
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Summary of response timeframes<\/strong><\/h4>\n