How will we handle your complaint?
The complaints process is free to all complainants. We strive to provide an honest, fair, and transparent standard in handling of all complaints.
We will investigate each complaint properly and without unnecessary delay and co-operate with external dispute resolution bodies.
How to lodge a complaint
You can lodge a complaint via email, phone, in writing and face-to-face.
- Email: admin@profinancial.net.au
- Phone: 03 9600 0085
- Write to: 1217/401 Docklands Drive, Docklands VIC 3008
If you require assistance in lodging your complaint, please reach out to your Adviser or the Compliance Manager 03 9600 0085.
Process for handling complaints
We will acknowledge that we have received the complaint.
We assess your complaint and its respective resolution process as soon as it has been received. We aim to resolve the complaint immediately if possible.
Where we cannot resolve the complaint immediately, the Compliance Manager will investigate the complaint and conclude on an appropriate resolution. The complainant will be informed of the resolution within 30 days
If we are unable to conclude on the resolution within 30 days, we will provide the complainant with the details to the Australian Financial Complaints Authority (AFCA).
Australian Financial Complaints Authority (AFCA)
If you are not satisfied with our response to your complaint or if we have been unable to resolve your complaint within 30 days, you are entities to refer this matter to AFCA.
AFCA is an independent external complaints resolution body. Profinancial’s AFCA membership number is 80333. The contact details for AFCA are:
- Mail: GPO Box 3, Melbourne VIC 3001
- Telephone: 1800 931 678
- Website: www.afca.org.au
- Email: info@afca.org.au