Complaints
Do you have a complaint?
Everyone at Altair is committed to providing all clients with the highest level of service. If you are dissatisfied with our service and have a complaint, please tell us so we can fix the problem. We will investigate your complaint, answer your questions promptly and do all we can to resolve the situation to your satisfaction.
How can you contact us about your complaint?
You can contact us by:
Mail:
Company Secretary
Altair Assets Limited
GPO Box 135 Sydney NSW 2001
Fax:
02 9233 5883
Email:
invest@altairasset.com.au
Phone:
1300 438 318 (tollfree)
How we deal with your complaint
We take complaints seriously as they give us information about how we can improve our services to you. Altair has an internal complaints handling policy, which is available free of charge.
Internal complaints resolution process
If we can’t resolve your complaint on the spot we’ll try to resolve it as quickly as possible. Each complaint or dispute is logged on our register and assigned to an appropriate person to resolve.
We aim to resolve most issues swiftly, although the Financial Ombudsman Scheme allows us 45 days. In some cases where there are complicated facts or circumstances and this will take longer than 45 days, in this event, we’ll keep you updated regularly as to the progress of your complaint.
External complaints resolution process
If you don’t get a satisfactory outcome from our internal complaints resolution process, you can contact the Financial Ombudsman Service Limited (FOS). This service is an external dispute resolution scheme that was established to provide free advice and assistance to consumers to help them resolve complaints relating to members of the financial services industry.
Contact details for FOS are:
Financial Ombudsman Service Limited
Box 3, Melbourne, VIC 3001
Phone:
1300 780 808
Fax:
03 9613 6399
Email:
info@fos.org.au
Website:
www.fos.org.au
You can also contact ASIC on 1300 300 630 to make a complaint and to obtain further information about your rights.