Complaints
Handling
&
Dispute
Resolution
This page explains our process for handling and resolving investor complaints for Remara Managed Funds.
Your Rights
You have a right to complain if you are not satisfied with any aspect of a financial product or service.
Remara Investment Management Limited (“Remara”) has established an internal process for handling complaints and ensuring the effective and prompt resolution of investor concerns.
Remara recognises that problems sometimes do occur even if it is no-one’s fault.
Our Policy
Remara seriously considers any complaints it receives about its product or services. We consider it an opportunity to improve our services and at the same time preserve our good reputation. The policy is open to and applicable for any direct or indirect investor (via IDPS) into Remara’s Funds.
Our complaints handling process has been designed to:
- increase the level of investor satisfaction with the delivery of services and enhance the manager/investor relationship;
- recognise, promote and protect the rights of investors, including the right to comment and complain;
- provide an efficient, fair and accessible mechanism for resolving investor complaints;
- provide information to investors on the complaints handling process for the services provided by Remara; and
- monitor complaints to improve the quality of the services provided by
Your complaint to Remara will be handled in the strictest confidence. We will acknowledge any written complaint within four business days and make every effort to resolve your issue within 10 days of Remara being notified. No fees are applicable for this service.
Our complaints handling process has been designed in accordance with Regulatory Guide 271 released by the Australian Securities and Investments Commission.
How to Lodge a Compliant
A complaint can be made by any reasonable basis including email (investors@remara.com.au), in writing or in person to (Level 5, 88 Phillip St Sydney NSW 2000) or over the phone (Investor Relations – 1300 094 956).
Remara has appointed a Complaints Officer to manage complaints from investors. The Complaints Officer is a senior member of Remara’s management team and has the authority to deal with your complaint. The Complaints
Officer will reply to you in writing within four (4) business days, and if possible will try to offer a solution/s to your concern/s. If the matter is more complex, our letter will outline our internal steps to address your concerns and the expected time–frame for resolution.
You may always contact the Complaints Officer to find out what is happening to your complaint.
Remara will accept and action any complaint received from direct investors or indirect investors via IDPS and treat all investors equally in their complaint handling process.
Privacy Issues
If you wish to make a complaint about how Remara has handled your personal information or wish to access or correct your personal information held by us, please contact the Privacy Officer – same contact details above.
Complaint Information to be Provided
To assist us in resolving your complaint adequately, please ensure to provide the following principal information:
- Your Account number, name / organisation, and
- Your phone number, facsimile number and/or email
- Details of the problem encountered – date of occurrence and
- Whether you are seeking a remedy (i.e. yes or no).
- Date and signature (if possible).
Complaint Resolution
Our internal steps for resolving complaints is summarised as follows:
- Gather details to determine the nature of the
- Confirm what went
- Consider the most effective course of
- Communicate and discuss proposed resolution with
- Agree to plan of action with
- Ensure matter has been dealt with fairly and
- Finalise internal records and correspondence to
Don’t Agree with our Solution?
If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Your Feedback is Valuable to Us
Remara is always happy to receive investor feedback, good or bad, on our services and financial products. Please do not hesitate to let us know what you think.
Phone our Investor Relations staff: 1300 094 956 (Australian only)
Postal Address:
Remara Investment Management
Level 5, 88 Phillip Street
Sydney NSW 2001
