Complaints Handling & Dispute Resolution Policy

At Mason Stevens we are committed to providing our clients with the highest levels of service. Your feedback is important to us and we understand that there may be a time when you may feel dissatisfied with the product or service that we provide and would like to make a complaint.

This document provides you with information on how complaints are managed at Mason Stevens and outlines how we will handle your complaints and ensure your concerns are resolved.

Mason Stevens has established an internal process for handling complaints, with the view to ensuring the prompt, fair and effective resolution of complaints.

Mason Stevens takes complaints seriously as they provide us with information to allow us to improve our products and services.

The process for handling complaints is designed to:

• recognise and protect the rights of clients, including the right to complain
• provide an efficient, fair and accessible mechanism for resolving client complaints
• provide a means by which clients are informed of the complaints handling process available to them
• monitor complaints and their causes to improve the quality of and client satisfaction with, the financial products or services provided by Mason Stevens.

Complaints are dealt with in confidence and the complaints process is free of charge.

Our complaint handling process has been established in accordance with the Australian Securities and Investments Commission (ASIC) Regulatory Guides 165 and 271, and the Australian Standard on Complaints Handling AS/NZS ISO 10002;2014.

The complaint handling process for our Superannuation Trustee – Diversa Trustees Limited is located here: Diversa Complaints Policy

We are committed to resolving your complaint in the shortest timeframe possible. As soon as we receive your complaint, we will acknowledge its receipt and review the situation to work towards a resolution.

We aim to resolve most issues within five business days. However, we want to ensure that any complaint is properly considered and resolved, so if your situation is more complex it may take longer to resolve. If that is the case, we will keep you informed of our progress, including an indication of the steps to be taken to address the matter and the likely timeframe for resolution. We will make every effort to resolve the matter within 30 days of being notified.

If you would like to receive an update, please feel free to contact the Complaints Officer.

If you have a concern or complaint, you can contact us at any time. Please tell us so that we can investigate and endeavor to resolve the matter to your satisfaction.

You can contact us via the following:

• Call:1300 98 88 78 Mon-Fri, 8:30am – 5:30pm (Toll free)
• Email: wealth@masonstevens.com.au
• Write to:
  • • Complaints Officer
    • Mason Stevens Limited
    • Level 26
    • 420 George Street
    • Sydney NSW 2000

To assist us in helping you, please provide the following information:

• your name and the name of your account held with Mason Stevens
• your phone number and/or email address
• details of the matter, such as dates on which events occurred and a description\
• any questions you want answered
• an indication of what you would like us to do
• any supporting documents about the matter.

If you phone, your call will be answered by one of our Client Services team members who will take the details of your complaint and refer it to our Complaints Officer. The Complaints Officer is a senior member of the management team at Mason Stevens.

If you wish to make a complaint about how your personal information has been handled by Mason Stevens or you wish to access or correct the personal information we hold, please contact our Privacy Officer by email on wealth@masonstevens.com.au.

If your complaint is not resolved to your satisfaction, you may write to the Office of the Australian Information Commissioner at GPO Box 5218, Sydney NSW 2001.

Following is a summary of the steps we generally take in resolving complaints:

• Obtain details of the situation to determine the nature of the complaint
• Confirm the issue
• Consider the options available
• Determine the most effective course of action for a resolution
• Communicate with the complainant and discuss the proposed resolution
• Agree on a course of action with the complainant
• Ensure that the matter has been dealt with fairly and reasonably
• Implement course of action
• Finalise records and correspondence with complainant.

We will do everything we can to resolve your complaint as quickly as possible. If you believe your complaint has not been resolved to your satisfaction or has not been dealt with within the following timeframes:

• 45 days (or 90 days for complaints regarding a death benefit) for complaints relating to Mason Stevens Super
• 30 days for complaints relating to all other services provided by Mason Stevens

you can contact us directly or you may wish to contact the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Mason Stevens is a member of AFCA (membership number 15155).

Time limits may apply to lodge a complaint with AFCA. AFCA can be contacted on the details below:

• • Website:  afca.org.au
  • Call: 1800 931 678 (free call)
  • Email: info@afca.org.au
  • Write to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001