Complaints
We take complaints seriously, and aim to resolve them quickly and fairly.
If you are unhappy with the financial services you have received from LAB AFSL Pty Ltd or one of our authorised representatives, please tell us. Most concerns can be resolved quickly once we understand them.
Contact us
| admin@labafsl.com.au | |
| Post | The Complaints Manager, LAB AFSL Pty Ltd, PO Box 175, Mount Hawthorn WA 6915 |
It helps if you tell us what happened, when it happened, who you dealt with, and how you would like it resolved. If you need assistance to lodge your complaint, or would like a representative or support person to act for you, let us know and we will help.
What we will do
We will acknowledge your complaint promptly and work to resolve it as quickly as we can. In line with ASIC Regulatory Guide 271, we will give you a written response no later than 30 calendar days after receiving your complaint, setting out the outcome, the reasons for our decision, and your right to take the matter further.
If you are still not satisfied
If we have not resolved your complaint within 30 days, or you are unhappy with our response, you can refer the matter to the Australian Financial Complaints Authority. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Australian Financial Complaints Authority
| Phone | 1800 931 678 (free call) |
|---|---|
| info@afca.org.au | |
| Online | afca.org.au |
| Post | GPO Box 3, Melbourne VIC 3001 |
Time limits apply to lodging a complaint with AFCA. Contact AFCA or visit their website to find out whether a time limit applies to you.
If your complaint relates to how we have handled your personal information, you may also contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.