How can I lodge a complaint?

Netwealth Investments Limited provides a free complaint service which can be initiated via email, phone, or online form. Netwealth aim to acknowledge complaints within 24 hours and resolve within 30 to 90 days depending on the complaint type. If unresolved, complaints can be escalated to the Australian Financial Complaints Authority (AFCA) with specific membership numbers for different complaint types.

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

The Complaints Manager – Service, Administration & Support
Netwealth Investments Limited 
PO Box 336
South Melbourne VIC 3205

Freecall: 1800 888 223 (within Australia)

Email: [e-mail]

Online form: https://www.netwealth.com.au/web/about-netwealth/contact-us/

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. You can see our full Complaints Handling Policy attached here. 

Response timeframes

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

Complaint type	Response timeframe
Standard complaints or Privacy 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: [e-mail]

Telephone: [phone] (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