Complaints Handling Policy - BetaShares

Complaints Handling Policy

1. Contact Us

We value all feedback we receive, both positive and negative. Importantly, if you are dissatisfied with BetaShares Capital Limited’s (‘BetaShares’) products or service, please contact us.

2. Policy key principles

The key principles that underpin this Policy are:

  • BetaShares is committed to the efficient and fair resolution of Complaints;
  • BetaShares makes its Complaints handling mechanism available to all Investors;
  • BetaShares will provide reasonable assistance to Complainants in lodging their concerns;
  • All Complaints are treated in an equitable, objective and unbiased manner;
  • BetaShares appreciates the importance of transparency and communication during the Complaints handling process, and will endeavour to keep all parties up to date;
  • Complainant personal information and their respective Complaint are treated in a confidential manner;
  • All Complaints are investigated to the extent necessary to reach an appropriate outcome;
  • BetaShares seeks to deal with all Complaints in a timely manner;
  • BetaShares will work constructively with the Australian Financial Complaints Authority (‘AFCA’); and
  • BetaShares and the Complainant will treat each other respectfully.

3. Complaint definition

BetaShares defines a Complaint as “an expression of dissatisfaction made to or about an organisation, related to its products or services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required”.

4. Contact details for making a Complaint

Principal Point of Contact

The Complaints Handling Officer (‘CHO’) has been appointed as the main point of contact for lodging a Complaint.

The CHO’s details are:

Complaints Handling Officer
Telephone: 1300 487 577 or (02) 9290 6888
Fax: (02) 9262 4950
Email: complaints@betashares.com.au
Address: Level 6, 50 Margaret Street, Sydney NSW 2000

Unit Registry

BetaShares has appointed external service providers to provide unit registry services for its Funds. The Unit Registrar is the main point of contact in respect of the administration of your investment holdings in any BetaShares Funds.

You may lodge a Complaint relating to your investment with the Unit Registrar, as described in the respective BetaShares Fund PDS.  If the Complaint relates to a matter within the Unit Registrar’s scope of responsibilities, it will be handled in accordance with their own complaints handling policy.  If the Complaint does not relate to a matter within the Unit Registrar’s scope of responsibilities (such as investment performance), it will be referred to BetaShares for investigation.

Privacy

Complaints relating to privacy should always be directed to BetaShares.

The contact details for the Privacy Officer are:

Telephone: 1300 487 577 or (02) 9262 6888
Email: info@betashares.com.au
Address: Level 6, 50 Margaret Street, Sydney NSW 2000

5. Lodging a complaint

Complaints can be made to BetaShares by social media, telephone, letter or email.

Any material relating to BetaShares’ Complaints handling process will be provided to you free of charge.

We strongly encourage full and detailed information be provided when lodging a Complaint. Providing all the necessary information will assist in the review process and assists to achieve an efficient resolution.

If required, we will provide reasonable assistance to you in the lodgment of your Complaint, this includes for example assisting to identify the main source of your concerns, making written records of your concerns if lodged via telephone, providing a language interpreter or clarifying any part of the Complaints handling process. If you require any particular type of assistance, please contact BetaShares to discuss.

In the event of a verbal complaint, we will:

  • Record your details (i.e. name of Investor, contact number, name in which the investment is held, etc.) and confirm these details back to you to ensure they are accurate;
  • Ensure we understand, and confirm, the nature and details of the Complaint; and
  • Resolve the Complaint at the time if possible, or commit to a course of action appropriate to the requirements of the Complaint.

6. Complaints handling process

After the Complaint is received, we will confirm receipt within 24 hours and advise of the action that will be taken.

We will investigate your Complaint, considering all relevant factors to ensure an appropriate outcome is reached. Please note that throughout the Complaints investigation process we may require further information from you and will endeavour to contact you promptly to avoid any unnecessary delay.

When the investigation is completed, we will provide a determination and the basis for it. If you are not satisfied with BetaShares’ determination, you may escalate your complaint to AFCA (detailed in section 8).

7. Timeframes

We ask that you please note the following timeframes in respect of the Complaints handling process:

  • The initial acknowledgement (being the first contact made after the Complaint is received) for a Complaint will be made within 24 hours following receipt of the Complaint by BetaShares.
  • We are not required to provide a written response to you when your Complaint is resolved within 5 business days of receipt of your Complaint however, a written response can be provided upon request.
  • Whilst we aim to resolve Complaints as priority, please allow up to 30 calendar days for us to reach our determination.

8. External complaints resolution body

Australian Financial Complaints Authority

BetaShares is a member of AFCA, an independent and external dispute resolution scheme. AFCA provides fair and independent financial services complaint resolution that is free to consumers. If you feel your Complaint remains unresolved or you wish to have your Complaint investigated further, you can contact them on:

Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001

Certain eligibility requirements apply for AFCA to hear a Complaint, as set out in AFCA’s complaint resolution scheme rules.

Other External Bodies

Complaints relating to privacy or that are ‘Spam’ marketing related, can be directed to these respective external bodies.

Privacy related complaints: Office of the Australian Information Commissioner (‘OAIC’)
Office of the Australian Information Commissioner Privacy Complaint Form 

Spam marketing related complaints: Australian Communications and Media Authority (‘ACMA’)
Australian Communications and Media Authority complaints process

9. Further questions

If you need any more information on the Complaints handling process, please contact us:

Telephone: 1300 487 577 or (02) 9290 6888
Facsimile: (02) 9262 4950
Email: complaints@betashares.com.au
Address: Level 6, 50 Margaret Street, Sydney NSW 2000