{"id":201,"date":"2025-03-17T04:06:03","date_gmt":"2025-03-17T04:06:03","guid":{"rendered":"https:\/\/selectportfolio.staging.handmadeweb.com.au\/?page_id=201"},"modified":"2025-03-23T01:56:45","modified_gmt":"2025-03-23T01:56:45","slug":"complaints-policy","status":"publish","type":"page","link":"https:\/\/www.selectportfolio.com.au\/index.php\/complaints-policy\/","title":{"rendered":"Complaints Policy"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">Complaints Policy<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">We believe that it is essential for our customers to be able to identify and deal with&nbsp;a broker who has the ability, authority and proper training to hear and respond appropriately to any&nbsp;complaints or disputes. We are committed to the effective handling of complaints and timely&nbsp;resolution of disputes.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If you have a complaint, please tell us so we can fix the problem. We will investigate the complaint, answer your questions and do all we can to resolve the situation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Most problems can be solved simply by talking to us.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Receiving complaints and the complaint process<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">If you have a complaint or a dispute, you have the option of either contacting your broker or lodging&nbsp;the complaint directly with Yellow Brick Road.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">You can lodge complaints with the broker by contacting the Complaints officer by:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Phone: 0412 039 041<br>Email: info@selectportfolio.com.au<br>Mail: PO Box 1580, Rozelle NSW 2039<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">You can lodge complaints with Yellow Brick Road Aggregation Pty Put  by contacting the Complaints Officer by:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><s>P<\/s>hone:\u00a0\u00a0\u00a01300 730 050<br>Email:\u00a0\u00a0\u00a0complaints@ybr.com.au<br>Address:\u00a0\u00a0L11, 1 Chifley Square, Sydney NSW 2000<br>Website: aggregation.ybr.com.au<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">You can also speak with any representative of our business who will refer you to the Complaints&nbsp;Officer.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">You should explain the details of your complaint as clearly as you can. &nbsp;You may do this verbally or in&nbsp;writing.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When we receive a complaint, we will attempt to resolve it promptly. &nbsp;We hope that in this way we will&nbsp;stop any unnecessary and inappropriate escalation of minor complaints. &nbsp;&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We will observe the following principles in handling your complaint:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>there is no requirement for face-to-face contact between you and us, although it may be&nbsp;useful for us to come to a satisfactory resolution;&nbsp;<\/li>\n\n\n\n<li>we expect that both parties will make a genuine attempt to resolve a complaint promptly;&nbsp;<\/li>\n\n\n\n<li>we expect that both parties will provide all essential and relevant information, documents,&nbsp;written statements and any other materials that may properly and reasonably be believed to&nbsp;assist in resolving the complaint;&nbsp;<\/li>\n\n\n\n<li>we expect that both parties will comply with all reasonable requests from the other party to&nbsp;provide information within a reasonable time frame. &nbsp;&nbsp;<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Timeframes for response<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">If your request cannot be resolved immediately, we will respond to your request within two (2)&nbsp;business days of receipt of the complaint. We will keep you informed of the progress of the&nbsp;investigation.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Our external dispute resolution scheme<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">If we do not reach agreement on your complaint, you may refer the complaint to an ASIC Approved&nbsp;External Dispute Resolution (EDR) Scheme. &nbsp;Our external dispute resolution provider is CIO (Credit&nbsp;and Investments Ombudsman).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Free call:&nbsp;&nbsp;1800 138 422<br>Phone:&nbsp;&nbsp;&nbsp;02 9273 8400<br>Fax:&nbsp;&nbsp;&nbsp;02 9273 8440<br>Email:&nbsp;&nbsp;info@cio.org.au<br>Website:&nbsp;&nbsp;&nbsp;http:\/\/www.cio.org.au\/<br>Mail:&nbsp;&nbsp;Case Management Team,&nbsp;C-\/Credit and Investments Ombudsman,&nbsp;PO Box A252, Sydney&nbsp;South NSW 1235<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">External dispute resolution is a free service established to provide you with an independent&nbsp;mechanism to resolve specific complaints. &nbsp;&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Complaints Policy We believe that it is essential for our customers to be able to identify and deal with&nbsp;a broker who has the ability, authority and proper training to hear and respond appropriately to any&nbsp;complaints or disputes. We are committed to the effective handling of complaints and timely&nbsp;resolution of disputes. If you have a complaint, [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-201","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.selectportfolio.com.au\/index.php\/wp-json\/wp\/v2\/pages\/201","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.selectportfolio.com.au\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.selectportfolio.com.au\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.selectportfolio.com.au\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.selectportfolio.com.au\/index.php\/wp-json\/wp\/v2\/comments?post=201"}],"version-history":[{"count":2,"href":"https:\/\/www.selectportfolio.com.au\/index.php\/wp-json\/wp\/v2\/pages\/201\/revisions"}],"predecessor-version":[{"id":218,"href":"https:\/\/www.selectportfolio.com.au\/index.php\/wp-json\/wp\/v2\/pages\/201\/revisions\/218"}],"wp:attachment":[{"href":"https:\/\/www.selectportfolio.com.au\/index.php\/wp-json\/wp\/v2\/media?parent=201"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}