Public Complaints Policy

Policy Outcome

Our Public Complaints Policy is designed to detail the requirements that apply in dealing with complaints about financial planning and advice provided by our staff and Representatives of our Licensee North West Financial Services (Qld) Pty Ltd AFSL 302318.

The primary aim of this Complaints Policy is to set out the information required to manage a Complaints Policy as required by ASIC Corporations, Credit and Superannuation (Internal Dispute Resolution) Instrument 2020/98.

We understand the importance of having an effective complaint handling procedure in place and IDR (Internal Disputes Resolution) structure, as we adopt a customer-focused approach. We acknowledge your right to make a complaint, whilst at the same time, we expect that you will treat our staff with respect when they are dealing with your complaint.

We will in turn always treat your complaint in a professional manner.


How to lodge a complaint

You may lodge your complaint with us

via email -

via mail - PO Box 2094, Keperra Qld 4054


Please provide the following information

Your name.

Your preferred method on how you would like us to contact you.

Details of your complaint and what you are seeking to resolve your complaint.


We will respond to your claim with the following aims

We will seek to resolve your claim within 5 business days.

There is a 30 day time limit for us to resolve your complaint via our Internal Dispute Resolution, which will include a written response to your claim.

If for any reason we are unable to resolve your complaint via our Internal Dispute Resolution facility for circumstances beyond our control, we will then refer you to our External Dispute Resolution service provider AFCA.

Australian Financial Complaints Authority (AFCA) provide a fair and independent financial services complaint resolution that is a free service to customers.


How do I contact AFCA

Telephone - 1800 931 678

Mail - Australian Financial Complaints Authority, GPO Box 3, Melbourne Vic 3001

Email -

Website -