Complaints Policy
We are committed to resolving any concerns you have promptly and fairly. This policy explains how to make a complaint and the steps you can take if you are not satisfied with our response.
About this policy
Axies Pty Ltd (ABN 38 136 704 446, AFSL 339384) and Spark Advisors Australia Pty Ltd (ABN 34 122 486 935, AFSL 380552) are Australian Financial Services Licensees which are part of the Spark Financial Group (Spark FG). All references in this document to Spark FG have the meaning of referencing Axies Pty Ltd and Spark Advisors Australia Pty Ltd.
This policy explains how you can make a complaint, our measures for handling your complaint, and the steps you can take if you are not satisfied with our response to your complaint or the time that it takes for us to respond.
We acknowledge the importance of having an effective and efficient complaints handling and internal dispute resolution (IDR) framework, and we adopt a customer-focused approach. While we acknowledge your right to make a complaint, we expect that you will treat our staff with respect when they are dealing with your complaint.
This Complaints Policy sets out the information required to be in a complaints policy by ASIC Corporations, Credit and Superannuation (Internal Dispute Resolution) Instrument 2020/98.
How to make a complaint
If you have a complaint about the service or advice you have received, we encourage you to contact us. You can make a complaint through any of the following channels:
Telephone
1300 974 947 (within Australia)
+613 9132 9588 (outside Australia)
National Relay Service: 133 677
In writing
243 Bay Street,
Brighton VIC 3186
Our commitment to you
- We will acknowledge your complaint promptly and keep you informed throughout the process.
- We will investigate your complaint thoroughly and fairly.
- We will aim to resolve your complaint within 30 days of receiving it.
- If we cannot resolve your complaint within 30 days, we will inform you of the reasons and provide an expected timeframe for resolution.
If you are not satisfied
If you are not satisfied with our response to your complaint, or if we have not resolved your complaint within 30 days, you may refer the matter to the Australian Financial Complaints Authority (AFCA).
AFCA is an independent external dispute resolution scheme that provides fair and accessible financial services complaint resolution for consumers and small businesses. AFCA can be contacted at:
Australian Financial Complaints Authority (AFCA)
Phone: 1800 931 678 (free call)
Email: info@afca.org.au
Website: www.afca.org.au
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001