INTERNAL DISPUTE RESOLUTION PROCEDURES

At Capital Financial Services Pty Ltd Trading as Option One Financial Partners, we aim to provide the very best service for our customers. In the event that you are unhappy regarding any part of our service, we have an internal resolution process in place to assist in satisfying any complaint.

We are authorised by ASIC to engage in credit activities ( Australian Credit Licence 383906 ).

Should you have a complaint about our service, please direct your enquiry to:

Complaints Officer                                                    

NAME:             Rod Cumming                                    

POSITION:     Managing Director                            

ADDRESS:    302/10 Century Circuit Baulkham Hills

PHONE:          0409 997 530

FAX:                 1300 55 77 04

EMAIL:             rcumming@optionone.com.au

The Complaints Officer is a senior person in our organisation and has the necessary experience and authority to handle your complaint and make relevant decisions on outcomes.

The complaint need not be in writing and may be presented by any reasonable means, for example letter, telephone, email or in person.

It is best to try to resolve the complaint with us in the first instance and if the complaint is not resolved to your satisfaction, you also have the option of contacting the Credit Ombudsman Service Limited (of which we are members) on:

Freecall:          1800 138 422

Phone:             02 9273 8400

Fax:                  02 9267 3125

Email:              info@creditombudsman.com.au

AWARENESS

All staff and consultants who deal with (or likely to deal with) customers, are aware of the names, titles and telephone numbers of our Complaint/s Officer.

Each staff member and consultant is also instructed in how to transfer a customer who has a complaint to our Complaints Officer, and what customer details to record if the Complaints Officer is for any reason unavailable (this information will include a minimum of the name, telephone number, and description of the product or transaction to which the customer’s complaint relates). We do not charge any fee in respect to any complaint.

INVESTIGATING A CUSTOMER’S COMPLAINT

A customer’s complaint will not be investigated by our Complaints Officer if they are in any way involved in the subject matter of the complaint. If a conflict of interest occurs with the Complaints Officer, the matter will be assigned to another senior person in the office to manage your file accordingly.

TIMELINES

We will provide a written acknowledgement of receipt of your complaint within 2 business days, unless the complaint is otherwise resolved in the meantime.

We will ensure that a substantive response is given to your complaint as soon as possible, but within forty five (45) days of receipt of your complaint.

If we cannot respond to your complaint within forty five (45) days, we will inform you of the reasons for the delay and of your right to refer the complaint to the credit Ombudsman Service.

We will have substantially responded to your complaint if we:

            a) Accept the complaint and, if appropriate, offer redress, or

            b) Offer redress without accepting the complaint: or

            c) Reject the complaint

WRITTEN RESPONSE TO A CUSTOMER

We will give you a written response to your complaint and the reasons for reaching a particular decision on the complaint and will adequately address the issues that are raised in your complaint.

Where practicable, our response will refer to the applicable provisions in legislation, Codes, Standards or Procedures.

REMEDIES

If we accept your complaint and are of the view that it is appropriate to offer redress to you, that redress may be non-financial as well as, or instead of, financial, if we consider that a financial remedy is appropriate then we will provide compensation for any direct loss or damage caused.

We will, when determining the appropriate remedy, take into consideration the extent of loss or damage suffered by you, relevant legal principles, the MFAA Code of Practice and other relevant codes of conduct and concepts of fairness and relevant industry best practice.

DATA COLLECTION

We will keep data concerning your complaint in such form and manner as we think fit and will enable analysis according to:

            a) Type of complaint

            b) Subject of complaint

            c) Outcome of complaint

            d) Timeliness of response

So that we can identify and systematically address recurring problems, we will as far as is practicable and relevant, classify complaints according to the particular provision of the MFAA Code of Practice alleged by you to have been breached.

Subject to legal constraints including constraints as to privacy, we will make available data collected in respect of your complaint to the Australian Securities and Investments Commissions.

REVIEW

We will review our Internal Dispute Resolution Procedures at least every three (3) years to ensure that our complaints systems are operating effectively. This document was reviewed on 11th April 2013.