INVESTMENT STRATEGIES
ETF EDUCATION
EDUCATION
Investment Education
This Complaint Resolution Statement sets out the policy of BlackRock Investment Management (Australia) Limited ("BlackRock Australia") for dealing with your complaints. We are committed to complying with the standards contained within ASIC Regulatory Guide (RG) 271 on Internal Dispute Resolution and RG 165 on Internal and External Dispute Resolution.
Upon receipt of a complaint, our internal complaint resolution procedure will be activated. You should receive an acknowledgement to your complaint within one business day of BlackRock Australia receiving the complaint, or as soon as practicable. An internal review will be undertaken by a Complaints Officer, and we shall endeavour to provide you with a written response within 14 business days from receipt (but may take up to 30 calendar days in accordance with our regulatory obligations). A number of remedies are available in response to complaints/disputes to ensure we resolve complaints in an appropriate manner.
Complaints received are recorded on an internal Complaints Register, are escalated to senior management as appropriate, and are reported, at least quarterly, to relevant Board and committee groups.
Periodic analysis of complaints received is also undertaken to enable identification and resolution of any systemic trends or issues, and implement focussed enhancements to our processes and systems.
We are a member of the Australian Financial Complaints Authority (AFCA), an ASIC approved external dispute resolution scheme which provides fair and independent financial services complaint resolution that is free to consumers. You have the right to pursue resolution of your complaint with AFCA you have not received a final response from us within 30 calendar days or if you are not satisfied with our response. AFCA can be contacted by:
For the hearing and speech impaired, AFCA can be contacted by either:
What should you do if you wish to obtain further information or lodge a complaint?
Complaints can be lodged with, and enquiries directed to our Client Services Centre:
Tel: 1300 366 100
Fax: 1300 366 107
International Tel: +61 2 9272 2200 Email: [email protected]
Send hard-copy correspondence to:
Client Services Centre
BlackRock Investment Management Australia Limited
PO Box N43
Grosvenor Place
Sydney NSW 1220