Complaints Handling

Complaints Handling

At ClearView, our customers are very important to us and we’re never satisfied when it comes to doing better. If something goes wrong, we’re determined to make it right again.  If you’ve had an experience with ClearView that you are not satisfied with, we’re here to resolve the issue, so please talk to us.


Making a complaint

If you are dissatisfied with our service in any way contact us please let us know. A complaint may be made by you, or by someone else on your behalf (for example a family member). We will work with you to try and resolve the matter in accordance with our Internal Complaints Handling process. We want to resolve any complaint you have as quickly as possible.

Our complaint handling process is available free to our customers and to the public.


How to make a complaint

By Telephone: Please call us on 132 977
On our website: using our online Form
By Email: complaints@clearview.com.au
By Post: Complaints Resolution Manager, ClearView, Reply Paid 4232, Sydney NSW 2001. 


How can we help you?

Let us know what your complaint is about and any other information that will make it easier for us to help you resolve it. If you need any help making a complaint, we are here to help. For example, we can provide you with a translator. Please let us know if we can help you with making a complaint.


What happens when you make a complaint?

When you make a complaint, we will acknowledge the complaint verbally or in writing within 24 hours of receiving it, or as soon as practicable. We will then tell you:

  • the name and contact details of the ClearView employee that will be handling your complaint; and
  • when and how we will provide you with updates on the progress of the complaint.


How long will it take to resolve your complaint?

While we want to resolve your complaint as quickly as possible, some complaints may take longer to investigate and resolve. We’ll aim to resolve your complaint within the timeframes set out (below).

Standard Complaints: The standard complaint handling response timeframes for complaints begin from the date of receipt by ClearView of a complaint from a Customer. A response must be provided within 30 calendar days of the complaint(s) being received.

Superannuation trustee complaints: ClearView must respond to the complaint, no later than 45 calendar days after receiving the complaint.

Complaints about superannuation death benefit distributions: ClearView must respond to the complaint no later 90 calendar days after the expiry of the 28-calendar day period for objecting to a proposed death benefit distribution.

If your complaint takes longer than this to resolve, we’ll explain the delay, and we will keep you updated until it is resolved.


If you are not satisfied

If your complaint has not been resolved to your satisfaction, or within the relevant time frame, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). 

AFCA provides a fair and independent complaint resolution service that is free to consumers and can consider most complaints involving financial services providers.  The contact details for AFCA are set out below:

Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

There are some time limits for lodging certain complaints with AFCA and so you should act promptly. To find out more about the time limits that are applicable to your type of complaint please refer to the website at www.afca.org.au.
 

The Financial Planning Association of Australia (FPA)

If you have a complaint about a ClearView Financial planner you may also make a complaint to the FPA.  The FPA can be contacted by:

Phone: 1300 337 301; or
In writing: GPO Box 4285, Sydney NSW 2001; or
Email: fpa@fpa.asn.au


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