Complaints

Providing great service and looking after the best interests of our members and investors is central to everything we do. If you have an enquiry or you are not happy with our service, please let us know about it so we can do our best to help you as soon as we can. Refer to our Contact Us page to find out how.

Certane Corporate Trust – Complaints Policy

If you’re not satisfied

If your query isn’t resolved to your satisfaction or if you’d like us to investigate further, you can make a formal complaint in writing or over the phone through our internal complaints process.

Please call us on +61 3 9097 2800, or write to:

Complaints Officer
Certane
Level 9, 2 Southbank Boulevard,
Southbank VIC 3006, Australia
Email: [email protected]

Please include as much detail as possible and any supporting information about the issue.

We will confirm receipt of your complaint within 14 days of getting it and will try to resolve it as soon as possible. For complaints related to superannuation, legislation requires us to resolve your complaint within 90 days. For complaints related to other financial services, the period within which the complaint must be resolved in 45 days. If you do not receive a response from us within these timeframes, you may lodge it with the Australian Financial Complaints Authority (AFCA) scheme.

Who is AFCA?

AFCA is an external dispute resolution scheme that manages all complaints from consumers in the financial system. From 1 November 2018, AFCA replaces the Superannuation Complaints Tribunal (SCT) and the Financial Ombudsmen Service (FOS) in dealing with disputes related to financial services. The AFCA scheme provides a fair and independent complaint resolution service that is free to consumers.

What if you are not satisfied with how we have resolved your complaint?

You can also lodge a complaint with AFCA if you’ve made a complaint through our internal complaints process and you’re not satisfied with our response. Contact the AFCA on 1800 931 678, through https://www.afca.org.au/ or by writing to:

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

There are some time limits for lodging certain complaints. This includes complaints about the payment of a death benefit, which you must lodge with AFCA within 28 days of being given our written decision.