Fox Symes Complaint Handling Policy

It is important to us that if in any way you are dissatisfied with our service or products then you have the opportunity to express your concerns, including complaints, and have them addressed.

We are committed to enhancing client satisfaction by creating a client-focused environment, which is open to feedback, resolving any complaints, and continually improving our product delivery and client service.

The objective of our Complaints Handling Policy is to provide clients access to an open and responsive complaints handling system which resolves issues in a systematic and responsive manner.

The guiding principles for our policy are:

• Visibility - Information about how and where to complain are published to our clients, personnel and other interested parties;
• Accessibility - our complaints handling process is easily accessible to all complainants;
• Responsiveness - receipt of each complaint should be acknowledged immediately and complaints should be addressed promptly in accordance with their urgency;
• Objectivity - each complaint is addresses in an equitable, objective and unbiased manner through the complaints handling process;
• Confidentiality - a client's desire for confidentiality is respected and protected under the Privacy Act; and
• Accountability - we take responsibility for our decisions and actions.

Client's responsibilities and rights when making a complaint:

If our service has not met your expectations or if you have a concern with Fox Symes, we would like you to tell us. If you have a general complaint about Fox Symes, please fill in our online feedback form . Alternatively you should phone Fox Symes on the following number: 1300 660 032.

If you prefer to put your complaint in writing, we will respond to your letter by telephone and will confirm any details in writing if you wish.

When telephoning Fox Symes, the person receiving your call will provide his or her name. This person will either resolve your complaint or transfer your complaint to the appropriate person to ensure that your complaint is resolved to your satisfaction.

Where possible, we will resolve your concern at the first point of contact.

Complex complaints may take more time to resolve. However you will be kept you informed of progress.

If you are not satisfied with the resolution, or if you feel that you have not received a fair hearing, your complaint will be escalated to a senior manager. He or she will review your complaint and resolutions offered and discuss the complaint with you.

If your complaint is not resolved to your satisfaction by Fox Symes you may choose to contact ITSA.

Fox Symes responsibilities and rights when managing a client's complaint:

• To continually improve our standard of client service;
• As a Fox Symes client you have access to a complaint management process;
• We take all complaints seriously;
• Our aim is to resolve all problems and complaints fairly, quickly and effectively;
• As a Fox Symes client you can expect to be kept informed of proposed actions, expected timeframes and the progress of the resolution of the complaint;
• If Fox Symes require time to investigate your complaint, we will contact you as soon as information becomes available;
• Complex complaints may take some weeks to resolve.