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Complaints Handling Guide

Kalkine is committed to fair and transparent dealings in the financial marketplace. Our aim is to ensure client complaints are dealt with promptly, fairly and consistently. The purpose of this document is to provide a complaints handling framework that underpins Kalkine’s approach for receiving, acknowledging, investigating, and resolving the complaints received.

This document explains how to make a complaint, what you can expect from us and how long you can expect the process to take. It also outlines how to contact the Australian Financial Complaints Authority (AFCA) in case you are dissatisfied with our resolution.

COMPLAINTS HANDLING PROCEDURE 

What is a complaint?

A complaint is an expression of dissatisfaction made to or about an organisation—related to its products, services, staff or the handling of a complaint—where a response or resolution is explicitly or implicitly expected or legally required.

Who can raise a complaint?

A complaint can be raised directly to an organization by you or your representative. Such representatives might include financial counsellor, legal representative or family and friends to lodge a complaint on your behalf. Once you notify us that you have authorized a representative, we will not contact you directly unless:

  • You specifically request direct communication with us;
  • We believe that the representative is acting against the complainant’s best interests; and is acting in a deceptive or misleading manner with the you and/or the us;
  • We believe that the representative is not authorized to represent you; or
  • The representative has been excluded by AFCA from representing you in relation to any complaint lodged with AFCA.

How to raise a complaint? 

If you have a complaint or concern about us, our customer support call centre or our subscription services, please contact us on + 612 8667 3147, email at [email protected] or notify in writing at Kalkine Pty Ltd PO Box H38, Australia Square NSW 1215.  

Resolving your complaint

We will aim to acknowledge your complaint within 24 hours (or one business day) of receiving it, or as soon as practicable.

We will review the information you provide and try to resolve your complaint at the time you raise it with us or within 5 business days. If it takes longer than 5 business days to resolve your complaint, we will confirm the outcome with you in writing. We will aim to provide a final resolution of your complaint within 30 calendar days.  

Staff from our customer support team will explain the complaint resolution process and seek any additional information for the assessment of the complaint. The customer support team will work with you to find a resolution and shall send regular progress updates during the course of complaint assessment and investigation.  

If you are still not satisfied with the resolution 

If your complaint is not resolved to your satisfaction, and you are unhappy with our decision, you may refer your dispute to the Australian Financial Complaints Authority (AFCA). There is no charge for this service. Kalkine’s AFCA membership number is 30818. 

You can contact AFCA using the below details: 

Online: www.afca.org.au 

Email: [email protected]  

Phone: 1800 931 678  

Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001

Last updated date - 24/02/2022

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