How to make a complaint

At Steadfast Life, we are committed to ‘keeping life on track’. We aim to act in your best interests but, if for some reason you’re not satisfied with our service, or have suggestions about how it could be improved, then we want to hear from you. We will do all we can to resolve your complaint as quickly as possible.

Who do I contact?
Your first step should be to speak to your adviser and discuss what can be done. They’ll try to resolve any concerns you may have but, even if they can’t, you can expect your complaint to be acknowledged in writing within 1 business day or as soon as practicable.

What if I don’t want to speak to my adviser?
Your adviser knows you, and your circumstances best, but you don’t need to speak with them. If you would prefer not to speak to your adviser, contact our Complaints Officer on 02 8456 7866 or admin@steadfastlife.com.au. The Complaints Officer will acknowledge your complaint within 1 business day (or as soon as practicable) and then manage your complaint through to resolution.

How do I contact the Complaints Officer?
You can contact our Complaints officer by phone or email:
T   02 8456 7866 (our office hours are between 9am – 5pm Monday to Friday AEST)
E   admin@steadfastlife.com.au

Do I have to put my complaint in writing?
You don’t have to fill out forms or submit additional paperwork simply to let us know that you’re unhappy with us, our staff or our services. You can lodge a complaint with us over the phone or via email.

When can I expect the matter to be resolved?
Where we can’t resolve your complaint within 5 business days, we’ll respond formally by providing you with a written response within 30 days. Although our response will depend on the specific nature of your complaint, you can expect that response will outline our findings and include information that may help you understand our position. We will also make an arrangement with you for keeping you regularly informed about the progress of your complaint.

What should I provide to you?
We may require additional information to resolve your complaint, so you’ll need to provide us with your current contact details and confirm your preferred contact method. Please provide us with an explanation of your dissatisfaction to allow us to investigate the matter for you.

To assist us in resolving your complaint in an efficient and fair manner, please try to clearly explain the problem to us and tell us how you believe your complaint could be fairly resolved.

What if my complaint isn’t resolved to my satisfaction, what can I do?
We might not be able to resolve your complaint in the way you want. If we can’t resolve the complaint to your satisfaction, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free of charge to you.

AFCA can be contacted on:
T   1800 931 678 (free call)
E   info@afca.org.au
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Further information about their complaint handling process may be found on their website: www.afca.org.au

What if I need additional assistance?
We want to hear from you so if you have special needs, or if we need to make additional arrangements to make that possible, we’ll do so. Please let us know if you need:

  • Australian Sign Language (AUSLAN) video presentations of material;
  • Text telephone (TTY) and the National Relay Service (NRS); and
  • Translation services.

You can also authorise someone to make a complaint on your behalf. You will need to confirm your authority in writing. You can amend or withdraw this authorisation at any time.

What about my privacy?
Our Privacy Policy extends to the management of complaints and covers the collection, use and disclosure of information in relation to a complaint. We respect the privacy and confidentiality of the information provided by you and adhere to the Australian Privacy Principles. A copy of our Privacy Policy is available on our website and can be made available upon request.

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