Reporting of complaints and significant dealings

The good news is that, whenever you contact us because you need something investigated / remedied, we record it and report on it as a complaint. You will receive email acknowledgement of the complaint, including the unique identification number we have assigned to it.

• If you need us to investigate/remedy something, please immediately provide us with the details by:
  • sending an email to Registered_Adviser@australianretirementtrust.com.au
  • or calling us on 13 11 84, selecting “4” for I am an adviser, and selecting “2” for something more complex or that you want help with

We also appreciate there are times when our members complain to you about us, and where you have been able to resolve it without our help. As per our Target Market Determination, distributers are required to report all complaints to us within a quarterly reporting period. We take an agile approach to continuous improvement and so we would prefer you report these to us immediately. By taking the following steps we will record the complaint and email you with the unique identification number that we have assigned to it.

• If you need to report a complaint that you have been able to resolve without our help:
  • complete this spreadsheet: Report a Complaint
  • and email it to Registered_Adviser@australianretirementtrust.com.au