Why does our Agent, Baptist Financial Services Australia Ltd (BFS), have a Dispute Resolution (DR) Policy?
BFS’ Dispute Resolution Policy incorporates the standards and requirements prescribed by the Corporations Act 2001 and Regulatory Guide 165 (RG 165) issued by the Australian Securities & Investments Commission (ASIC). It also incorporates the requirements of the Electronic Funds Transfer Code of Conduct (EFT Code of Conduct) and the relevant Australian Standard on Dispute resolution.
By documenting our DR Policy in this way, we aim to ensure our Agent's staff:
• understand and comply with the DR Policy procedures; and
• promote accountability and transparency of the DR Policy.
A copy of the EFT Code of Conduct may be obtained from this link or on request by contacting us.
How do you make a complaint?
Our Agent (BFS) DR Policy covers all complaints about our induemoney Cheq product and BFS' services. This includes complaints about the marketing, advertising, or supply (or refusal to supply) of the induemoney product and BFS' services; or the conduct of or representations made by BFS' employees in relation to those products and services.
A complaint can be made by telephone, in person or in writing. A <a href"/Client-Feedback-Form">Client Feedback Form</a> is available from this link or from any of our State offices.
If a complaint is made in writing all responses will also be in writing.
- Client Feedback Form(126KB)
- Disputes Resolution Process(75.3KB)