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How to Lodge a Complaint

If you would like to make a complaint you can do so through our Internal Dispute Resolution process which is designed to deal with complaints genuinely, efficiently and effectively.

You can lodge a complaint by contacting our Complaints Officer in any of the following ways:

Email: compliance@afgonline.com.au
Phone: (08) 9420 7888
Mail: 100 Havelock St, West Perth, WA 6005

Please explain the details of your complaint as clearly as you can. If you need assistance explaining your complaint, please let the Complaints Officer know, so they can make the necessary arrangements.

How will your complaint be dealt with?

When we receive a complaint, we will do our best to resolve it promptly. To help us do this we ask that you provide:

  1. All essential and relevant information, documents, written statements and any other materials that may assist in resolving the complaint; and
  2. Any additional information that we may reasonably request.

What if you are not satisfied with the Internal Dispute Resolution?

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Website: www.afca.org.au

Telephone: 1800 931 678 (free call)

Email: info@afca.org.au

In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001