COMPLAINTS AND DISPUTES

Our company understands the customers' rights include the right to raise a dispute or a complaint in order to seek an appropriate solution.

The Gardian Group Pty Ltd (Gardian) holds a current Australian Financial Services Licence No: 457506 and is responsible for the financial services that your Authorised Representative provides to you.

If you are not satisfied with the service or advice you have received, you should take the following steps:

STEP 1: Contact your adviser to discuss your issue

STEP 2: Please contact us if you have any complaints about our services. Clients not satisfied with our services should contact Gardian Complaints Manager on/at:

Telephone: 07) 4957 7424

Email: [email protected]

In writing: The Gardian Group Pty Ltd, 94 Victoria Street, Mackay QLD 4740

STEP 3: If you are dissatisfied with the decision or the way we handled your complaint or dispute, You can also contact the Australian Financial Complaints Authority (AFCA). AFCA is an external dispute resolution scheme that provides a free service to customers and is an independent and impartial body that will deal with your complaint directly or follow up the matter on your behalf in accordance with its applicable terms of reference. AFCA can be contacted at:

Australian Financial Complaints Authority

Mailing Address: Financial Ombudsman Service, GPO Box 3, Melbourne 3001

Phone: 1800 931 678  Email: [email protected]  Web: www.afca.org.au

Insurance Brokers Code of Practice:

We also subscribe to the Insurance Brokers Code of Practice. Copy of the Insurance Brokers Code of Practice can be found at www.niba.com.au for more information..