Introduction
Optimus Financial Advisory Pty Ltd and our representatives (we, our or us) value your
feedback. We understand that issues might arise from time to time that can cause our
clients dissatisfaction. If at any time you are dissatisfied with us or our services, please
contact and provide us with your concerns and feedback and allow us the opportunity to
remedy the matter where this is appropriate and possible.
How to make a complaint?
You can provide us with your feedback or complaint by contacting us as follows:
Complaints Officer: Shane Thompson
Address: Unit 10 / 100 Railway Road, SUBIACO WA 6008
Postal Address: PO Box 1255, SUBIACO WA 6904
Telephone: 08 9322 9222
E-mail: shane.thompson@optimus.com.au
Web Address: www.optimus.com.au
Whichever lodgement method you choose to lodge your complaint, please provide us with
your full name, contact details and as many details as possible regarding your complaint.
If you are experiencing difficulties and need additional assistance/support in lodging your
complaint, please contact our Complaints Officer, who will help you work through our
complaints process.
How will we treat your complaint?
When we receive your complaint, we will:
– acknowledge your complaint within one business day of receipt or as soon as
reasonably practicable ;
– assess and investigate the matter(s) raised in your complaint;
– keep you informed of the progress of your complaint at key stages of the complaints
handling process; and
– provide you with a written response that will explain our investigation, decision, and
reasons for our decisions once our investigation is complete.
How long will it take us to treat your complaint?
Generally, we will provide you with a response no later than 30 calendar days after receiving your complaint.
In some cases, a different time frame may apply where the resolution of your complaint is
particularly complex, or there are circumstances beyond our control causing complaint
management delays. Where this is the case, we will provide you with a delay notification
which will inform you of the reasons for the delay and your rights to escalate the matter to
the Australian Financial Complaints Authority (AFCA) if you are dissatisfied.
How to access and contact AFCA?
Optimus Financial Advisory Pty Ltd is a member of AFCA. AFCA is an independent dispute
resolution scheme available to consumers. If we have not resolved your complaint to your
satisfaction or issue you with a delay notification, you can lodge your complaint with AFCA.
AFCA contact details:
Postal Address: GPO Box 3, Melbourne VIC 3001
Telephone: 1800 931 678 (free call)
E-mail: info@afca.org.au
Web Address: www.afca.org.au
