Complaints:

If you are dissatisfied with any advice or service provided by us, in the first instance, please speak directly with your Adviser.  If you are uncomfortable with this, or consider that the Adviser is not able to address your concerns, you can lodge a complaint directly with MiQ

Complaints Process:

  1. Tell us what has happened 
  2. We receive your complaint
    • You will receive an acknowledgement within 1 business day.  We will keep you regularly updated as to the progress of your complaint.
       
  3. We will resolve your complaint
    • We are committed to resolving your complaint within 30 calendar days of you lodging your concerns, however this may not always be possible on every occasion.  We always aim to resolve your complaint as quickly as possible however there may be exceptional circumstances where the timeframe may need to be extended.  We will contact you if this is relevant to your complaint and seek your permission to the timeframe extension. 
    • In our response to your complaint, we will provide you with a written explanation of
      • Our investigation into your complaint
      • Attempts to resolve your complaint
      • Reasons for our decision
      • How you can escalate the complaint to an external organisation (and their contact details) if your complaint has not been resolved to your complete satisfaction.

What should I include in my complaint?

To assist us in dealing with your complaint quickly, please include the following information:

  • Your name and contact details, including your preferred phone number and email address
  • A detailed description of your complaint including Adviser’s name
  • Copies of any supporting documents
  • The outcome that you are seeking

Not happy with the outcome?

If the issue has not been resolved to your satisfaction, or if we have not responded within prescribed timeframes, you can lodge a complaint directly with the Australian Financial Complaints Authority (AFCA).  AFCA provides fair and independent complaints resolution that is free to all consumers.

Call         1800 931 678

Email     info@afca.org.au

Online   www.afca.org.au

Write     Australian Financial Complaints Authority, GPO Box 3, Melbourne  VIC  3001

 

Alternatively, if your complaint is about Privacy Matters (such as personal information held), please contact the Office of the Australian Information Commissioner

Call         1300 363 992

Email     enquiries@oaic.gov.au

Online   www.oaic.gov.au for instructions and online lodgement

Write     GPO Box 5218, Sydney  NSW  2001

Help making a complaint

If you need support or help to make a complaint, you can ask an authorised representative, family member or friend to contact us on your behalf.  We need your permission to speak with anyone else about your complaint, however this can be given verbally or in writing.  If you have a visual or hearing impairment or English is not your first language, please contact us on 1300 567 626 and we will provide you with the necessary assistance.