Complaints and Dispute Resolution Policy - Investors
Baccus Investments Limited is the Responsible Entity for the registered managed investment scheme, the Kremnizer Mortgage Fund, available in this website.
Baccus Investments Limited seeks to deliver an optimal level of client service and is committed to handling any investor complaint quickly, fairly and in strictest confidence. Baccus Investments Limited has developed complaint handling procedures for dealing with complaints and this document outlines the internal and external complaints handling process.
What should I do if I have a complaint?
If you have a complaint about any aspect of our services you should contact us by telephone or in writing. If your complaint is in writing, please send it to:
Baccus Investments Limited
GPO Box 191
DOUBLE BAY NSW 1360
We will acknowledge receipt of your complaint in writing within 14 days.
If a solution to a complaint is agreed upon
A timetable will be implemented for the proposed action to be carried out.
If a solution to a complaint cannot be agreed upon
If we are unable to resolve your complaint within 45 days, we will explain why and advise you that you may then refer your complaint to the Australian Financial Complaints Authority (AFCA).
AFCA is a free service for consumers with complaints concerning the financial services industry. The service is independent, free and decisions are binding on Baccus Investments Limited. For further information, contact AFCA on 1800 931 678 or on its website www.afca.org.au
You may also refer your complaint to the Australian Securities and Investment Commission (ASIC) if you are dissatisfied with the outcome.
ASIC prefers such reports are made online. The link is as follows: http://asic.gov.au/about-asic/contact-us/how-to-complain/report-misconduct-to-asic