Complaints policy

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Complaints & procedures

iExtend believes that having robust processes and systems for dealing with complaints and disputes is an essential part of good business practice.

iExtend is committed to ensuring that any person or organisation interacting with iExtend or affected by its operations has the right to lodge a complaint and to have their concerns addressed in ways that ensure access and equity, fairness, accountability, and transparency. We encourage those who have an issue to raise it with us immediately through the following process to be addressed and resolved as quickly as possible.

OUR COMMITMENT

If you make a complaint to iExtend you can expect that we will:

Treat you with respect;
Tell you what to expect while your complaint is being investigated;
Carry out the complaint handling process in a fair and open way;
Provide reasons for decisions that are made;
Protect your privacy

WHAT CAN I MAKE A COMPLAINT ABOUT?

You can make a complaint about the iExtend proposition however it is not the intent of this policy to allow a person or organisation to complain about the outcome of our investment decision if the final decision does not agree with that person or organisations expectation. A person may however lodge a complaint if our documented investment process was not followed, our process was flawed or interaction with iExtend personnel was in your opinion, unsatisfactory. Any complaints that you may have with your adviser should be addressed directly with that adviser of the associated advisory group.

COMPLAINT PROCEDURE

A person or organisation wishing to make a complaint may do so verbally, in writing or digitally (via our web site) to:

The staff member they were dealing with at the time, unless you are making a complaint about this person;
iExtend’s Head of Compliance.

Contact details are:
P +61 2 9161 3980 |
A: 2303A, 25 Martin Place, Sydney NSW 2000
E: [email protected]

If the complaint is about:

A staff member, the complaint will normally be dealt with by the relevant manager;
A senior staff member, the complaint will normally be dealt with by the Chief Executive Officer;
The Chief Executive, the complaint will normally be dealt with by the appropriate iExtend Board Sub-Committee;
Our investment processes and procedures, or any other business-related matter, the complaint will be dealt with by the appropriate personal within iExtend.

COMPLAINT MANAGEMENT

The person managing the complaint will be responsible for:

Registering the complaint in the iExtend Complaints Register
Informing the complainant that their complaint has been received and providing them with information about the process and time frame;
Investigating the complaint:
Examining the complaint within 5 working days of the complaint being received;
Informing the complainant by letter or email within 10 working days of the complaint being received of what is being done to investigate and resolve it, and the expected time frame for resolution.

As far as possible, complaints or appeals will be investigated and resolved within 20 working days of being received. If this time frame cannot be met, the complainant will be informed of the reasons why and of the alternative time frame for resolution.

COMPLAINT RESOLUTION

Resolving the complaint:
Deciding or referring to the appropriate people for a decision within 20 working days of the complaint being received;
Informing the complainant of the outcome and any options for further action if required.
What if I am unhappy with the resolution?
If you are not happy with the outcomes of a complaint, you may be able to lodge a complaint with the Ombudsman in your state. The Ombudsman’s office will determine if it has the power to investigate your complaint.

RECORD KEEPING AND REPORTING

A Complaints Register will be kept by iExtend. The register will be maintained by the Head of Compliance and will record the following for each complaint:

Details of the complainant and the nature of the complaint;
Date lodged;
Action taken;
Date of resolution and reason for decision;
Indication of complainant being notified of outcome; and
Complainant response and any further action.

Copies of all correspondence and other materials received by iExtend in connection with any complaints will be kept for 7 years.

The Complaints Register and files will be confidential, and access is restricted to the Head of Compliance, the Chief Executive Officer and the appropriate Board Sub-Committee. A statistical summary of complaints will also be maintained to identify any systemic issues or specific areas of training that may be required either by an individual or for all iExtend personnel.

Complaints will not be seen as a nuisance or a cost, but as an opportunity to obtain feedback from policyholders about iExtend’s processes.

The Head of Compliance will be responsible for preparing a report on received feedback and complaints once a quarter for the Chief Executive and the iExtend Board.