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How can I lodge a complaint?

If you have a complaint, you may contact us by email, telephone or in writing to:


The Complaints Manager – Investor Services
Netwealth Investments Limited
PO Box 336
South Melbourne VIC 3205
Freecall: 1800 888 223 (within Australia)
Email: complaints@netwealth.com.au


You can lodge a complaint and access Netwealth’s dispute resolution process free of charge. This includes access to the following services to help you lodge a complaint:

  • The National Relay Service
  • Translation services through our well-trained multi-lingual staff

 

Netwealth's approach to complaints

  1. Netwealth strives to acknowledge complaints within 24 hours (or as soon as practicable). 
  2. We will assess all complaints received and determine the required actions to be taken as part of our investigation.
  3. Once the investigation is completed, we will inform you of the outcome within the response timeframes outlined below.

Netwealth will handle all complaints in an objective, fair and equitable manner and seek to ensure that its staff treat all complainants with empathy, respect and courtesy. 

If you have a complaint about the advice you have received from your Nominated Financial Adviser, you need to contact the adviser or their AFS Licensee. The Financial Services Guide provided by your adviser should outline their dispute resolution procedure. We are not responsible for your Nominated Financial Adviser or any other financial adviser, the advice that they provide or the actions that they may take.

 

Response timeframes

Netwealth’s response times to complaints are summarised in the table below. 

Complaint type

Response timeframe

Standard complaints

Within 30 calendar days after receipt of the complaint

Superannuation trustee complaints, except complaints about death benefit distributions

Within 45 calendar days after receipt of the complaint

Complaints about death benefit distributions

Within 90 calendar days after the expiry of the 28 calendar day period for objecting to a proposed death benefit distribution

 

Netwealth may respond beyond the above timeframes if the resolution of your complaint is particularly complex and/or there are circumstances beyond Netwealth’s control that are causing complaint management delay.  

If your complaint remains unresolved within the above timeframes, Netwealth will provide a notification as to the reason for the delay, status of our actions taken and actions that are outstanding.

 

Accessing AFCA

If our response to your complaint does not resolve it to your satisfaction, or we have been unable to resolve it within the above timeframes, you can complain to the Australian Financial Complaints Authority (AFCA). AFCA is an independent external dispute resolution service established by the Federal Government, which deals with complaints from customers involving financial services and products.

How can I contact AFCA? 

You may contact AFCA in writing at:

Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Email: info@afca.org.au

Telephone: 1800 931 678 (free call)

There are some time limits for lodging certain complaints. You may review these at the AFCA website here.

When contacting AFCA, you will be requested to provide our membership number. This membership number will be included in our written resolution to you and can also be found in the table below. 

Nature of complaints

AFCA membership number

Complaints relating to the Netwealth Superannuation Master Fund (NSMF) including Super Accelerator products and services

79400

Complaints relating to the Netwealth Investment Limited including Wealth Accelerator products and services

10709

 

 

 

 

 

 

 

 

 

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Let us help you with your query. You can contact us on 1800 888 223, or email us at contact@netwealth.com.au

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