Guide to Making a Complaint

Praemium Australia Ltd endeavours to provide the highest possible standards of service to all clients at all times; consequently, it is always disappointing when a client has cause to complain. We welcome the opportunity to resolve any complaint in a prompt and fair manner.

Should you wish to make a complaint please contact us on the details below:

Praemium Customer Service
Email: support@praemium.com.au
Tel:  03 8622 1222

OR

Praemium Complaints Handling Officer
Email: complaints@praemium.com.au
Address: PO Box 322 Collins Street West, Melbourne, 8007

We make complaints resolution a high priority and find that most issues can be resolved within a few days. There may be times - if the investigation is complex and/or further enquiries have to be made - that the process takes longer. In these circumstances, we shall keep you informed of any progress.

Investigating your complaint

We recommend that you discuss the issue with your financial adviser first. If you then wish to make a complaint to us, please provide us the relevant documents and other supporting information including detailed records of letters, names, times and dates relating to your complaint so that we can assist you. Usually, our Client Services department will be handling your complaint and will communicate with you directly.  In some circumstances a complaint may need further investigation and our Complaints Handling Officer may contact you.  Praemium Australia Ltd will acknowledge all verbal and written complaints.  If you write to us, we will send you a written acknowledgment within 2 working days following receipt of the complaint. We aim to resolve all complaints as soon as possible.  If we require more information to resolve the matter we will make a request in writing. When our investigations are complete we will send you a final response letter that explains the results of our investigation and what action we propose to take.  We shall endeavour to always keep you informed of the progress made in investigating your complaint. If we cannot resolve the matter within 45 days of receiving your complaint we will provide a written explanation as to why the issue remains unresolved.

Financial Ombudsman Service (FOS)

Praemium Australia Ltd is a member of the Financial Ombudsman Service (FOS). You may refer your complaint to the FOS if you are still unhappy after receiving the final response letter or if you have not received the final response letter within 45 days of us receiving your complaint. The Financial Ombudsman Service (FOS) offers a free, independent dispute resolution service for the Australian banking, insurance and investment industries. Contact FOS Website: www.fos.org.au Tel: 1800 367 287 Monday to Friday from 9am to 5pm Address: Financial Ombudsman Service, GPO Box 3, Melbourne, VIC 3001

Contact Praemium

Level 19, 367 Collins Street Melbourne, 3000

1800 571 881