Complaints Resolution

Complaints Resolution

 

EPG aim to cultivate an organisational culture that welcomes feedback and values complaints. A positive complaint management culture can produce beneficial outcomes for both consumers and firms. EPG recognise that everyone has a right to complain and they are open to receiving complaints and demonstrating a commitment to resolving complaints through action.

EPG operate a modified internal dispute resolution process, for a small business (less than 100 employees) in s761G of the Corporations Act to align it with the broader definition in the AFCA Rules. This guarantees consistent dispute resolution access for small business complainants through both IDR and external dispute resolution (EDR).

Establish Property Group Pty Ltd and its subsidiaries and related body corporates, including EPG Capital Pty Ltd, the EPG Contributory Mortgage Fund and sub-scheme Mortgage Investments (“EPG”) operate a complaints handling process which must be used for all client complaints, whether they be internal or external in relation to individuals (such as employees, representatives, directors or authorised representatives), companies (including EPG), managed investment schemes operated by EPG or privacy.

Although some managed investment schemes operated by EPG may specify customised complaints handling procedures in their constitutions, the procedures set out in the guide linked below are intended to meet those requirements.

A full copy of the Compaints Handling Policy can be downloaded here.
 

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