OUR INTERNAL DISPUTE RESOLUTION (IDR) SCHEME
We are committed to providing you with the best possible service. If at any time we have not met our obligations or you have a complaint about the service that we provide, please inform us so we can work towards a resolution. We will endeavour to deal with your complaint promptly, thoroughly and fairly.
In the first instance, please contact Ning Hu.
You can also contact the Complaints Officer directly as detailed below:
COMPLAINTS OFFICER
Mark Norman
325 Churchill Ave, Subiaco WA 6008, Australia
08 9286 6888
compliance@spfgroup.com.au
There will be situations where the Complaints Officer is also your Broker. This will not have any impact on the capacity to deal with your complaint effectively or appropriately. We may ask for additional information to ensure your complaint is properly investigated.
OUR EXTERNAL DISPUTE RESOLUTION (EDR) SCHEME
If you do not think we have resolved your complaint to your satisfaction, you may refer the matter to an EDR scheme. You may also refer the matter to an EDR scheme at any time, but if our internal process is still in progress, they may request that our IDR processes be complete before considering the matter further.
Our external dispute resolution service provider is the Australian Financial Complaints Authority and their contact details are below:
EDR (LICENSEE AND CREDIT REPRESENTATIVE)
AFCA Member Number Email
info@afca.org.au
1800 931 678
GPO Box 3, Melbourne VIC 3001, Australia