PlatformplusWRAP is committed to providing a quality platform experience for advisers and their clients. If you have encountered an issue or are dissatisfied with your experience, please give us the opportunity to resolve this with you.
How to provide feedback or make a complaint
Phone:
1300 168 905 – Our Client Support team is available 8:30am – 7:00pm EST, Monday to Friday (excluding national public holidays)
Email:
clientsupport@platformpluswrap.com.au
Post:
GPO Box 1665 Melbourne VIC 3001
Our complaints process
We have a process for managing your enquiries and concerns about our financial products and services, our service, staff, or the handling of a complaint.
If you have a complaint (except for privacy complaints), can be addressed to:
The Complaints Officer
PlatformplusWRAP
GPO Box 1665 Melbourne VIC 3001
Phone: 1300 168 905
Email: clientsupport@platformpluswrap.com.au
An acknowledgement will be issued to you at the time of receipt of your complaint, either by phone, email, or post. Our team will investigate and respond on all aspects of the matters raised in your complaint.
We will provide you with a response no later than 45 calendar days after receiving your complaint, unless another timeframe is allowed or required under the relevant legislation.
If you make a complaint and we resolve it within 5 business days from receipt to your satisfaction we are not required to send you a formal complaint response, unless you request one; or your complaint relates to hardship, or for any decision of a trustee (or failure by the trustee to make a decision) relating to a complaint.
For death benefit objections, the Trustee must provide a complaint response no later than 90 calendar days after the expiry of the 28 calendar day period for objecting.
We will do our best to resolve your complaint as soon as possible. However, if we are unable to provide you with a response within the required timeframe, we will provide you with progress updates including reasons for the delay.
You may also lodge a complaint with the Australian Financial Complaints Authority (AFCA), although AFCA will not normally deal with a complaint until it has been through the trustee’s internal complaints handling process. AFCA provides fair and independent financial services complaint resolution that is free to consumers. Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires. Other limits may also apply.
Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001.
If your complaint relates to services provided to you by your Financial Adviser, please refer to the Financial Adviser’s financial services guide for information about their complaints handling process. We also suggest you contact your Financial Adviser.
Privacy queries or complaints
If you have any queries or complaints about your privacy please contact:
Privacy Officer, Equity Trustees
GPO Box 1665 Melbourne VIC 3001
Phone: 1300 168 905
Email: clientsupport@platformpluswrap.com.au