Complaints Policy

How to lodge a complaint

Our Policy

It is the policy of the Strategem to provide a quality service and have satisfied clients. For that reason, we deal with complaints in a fair and efficient manner.

What is a complaint?

If you are dissatisfied or unhappy with any aspect of your contact or dealings with Strategem and wish to have the cause of this dissatisfaction investigated, you may wish to lodge a complaint.

How do you lodge a complaint?

You may contact our office by mail, in person, by phone, fax, or e-mail. We will require specific details from you regarding matters of concern and in order that we can check our records.

What happens next?

If your complaint refers to a Privacy Issue you will be referred to our Privacy Officer. All other complaints are referred to our Complaints Manager. When your complaint is received by our office it will be acknowledged in writing (email, post, or social media channel) within 24 hours of receiving it. We will generally use the same method you used to make the complaint or a preference you may have made as to how you wanted further communication to be made with you. At that time, you will be given an estimated time frame for a detailed response.

Once your complaint has been investigated you will be advised in writing of the outcome of our investigation. We would normally expect you to receive a satisfactory response no later than 30 days after of the date of receiving your complaint. However, if it is a complex matter, it may take a little longer and you will be kept informed of progress.

What if I am still unhappy with your response?

If we are unable to offer a solution that satisfies you then you may take your complaint to the following:

For Privacy Complaints contact:

The Office of the Australian Information Commissioner (“OAIC”) on 1300 363 992

For Financial Services or Credit Services Complaints contact:

The Australian Financial Complaints Authority (“AFCA”) on 1300 931 678

Both these organisations generally require the parties to try to settle the complaint before they will investigate it.

If you would like further information on the processes involved with contacting the OAIC or AFCA, we would be happy to provide it upon receipt of your request.

If the complaint is of an ethical nature, you may also wish to contact:

  • Financial Planning Association of Australia Ltd (“FPA”) on 1300 337 301
  • Manager Professional Conduct: CPA Australia Ltd (CPA) on 1300 737 373
  • Professional Conduct Consultant, Chartered Accountants Australia & New Zealand (ICAA) on 1300 137 322