Complaints Handling Procedure
ConnectEast has in place a formal complaints handling procedure.
If a unitholder submits to ConnectEast a complaint alleging that the unitholder has been adversely affected by ConnectEast’s conduct in its management or administration of the Trust, ConnectEast:
(a) must, if the complaint is in writing, acknowledge in writing receipt of the complaint as soon as practicable and in any event within 14 days from receipt;
(b) must ensure that the complaint receives proper consideration resulting in a determination by a person or body designated by ConnectEast as appropriate to handle complaints;
(c) must act in good faith to deal with the complaint by endeavouring to correct any error which is capable of being corrected without affecting the rights of third parties;
(d) may in its discretion give any of the following remedies to the complainant:
(i) information and explanation regarding the circumstances giving rise to the complaint;
(ii) an apology; or
(iii) compensation for loss incurred by the unitholder as a direct result of the breach (if any); and
(e) must communicate to the complainant as soon as practicable and in any event not more than 45 days after receipt by ConnectEast of the complaint:
(i) the determination in relation to the complaint;
(ii) the remedies (if any) available to the unitholder; and
(iii) information regarding any further avenue for complaint.
ConnectEast Management Limited (the responsible entity of the ConnectEast trusts), is a member of the Financial Ombudsman Service, which is an external complaints resolution scheme approved by ASIC. While complaints should be directed in the first place to ConnectEast, the above Financial Ombudsman Service is also available to deal with complaints.
The contact details for the Financial Ombudsman Service are as follows:
Financial Ombudsman Service
GPO Box 3
Melbourne VIC 3001
E: www.fos.org.au
P: 1300 780 808