Chapter 5 - The Compliance Hub
All complaints must be handled in accordance with the Licensee processes.
Before resolving any complaints, report the complaint and refer to the complaints handling process.
What Is A Complaint?
Before we get into the technology side of notifying us about a complaint, let’s understand more about complaints, and complaint handling.
A complaint is defined as "an expression of dissatisfaction made to an organisation, related to its products or services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected”.
Adviser Requirements
All complaints must be handled in accordance with the processes described in this policy.
You must notify your Compliance Manager of all complaints.
All complaints must be recorded in the iC2 Compliance App, which will be reported to the Compliance Manager.
You must immediately forward the complaint to your Compliance Manager. You must not (either verbally or in writing) communicate any decision or opinion about the complaint to the client or promise any form of compensation.
In all cases, you must not make any admission of fault, error or liability. (In cases where you are able to resolve the complaint directly, it may be appropriate to apologise to the client for any inconvenience caused to them.)
You must not write a letter of complaint on behalf of the client. If the client has special needs and cannot write their own complaint, contact your Compliance Manager for guidance.
All client contact, conversations and actions regarding a complaint must be file noted and documented and retained in the relevant client’s file.
For privacy reasons, if a third party e.g. the client’s accountant or relative makes a complaint on the client’s behalf or contacts you to discuss a complaint, you must not discuss either the client, the client’s financial situation, the advice you provided, the complaint or provide any information, without the client’s written permission, unless the person purporting to act on the relevant client’s behalf:
1. has produced a valid Power of Attorney (of which you must take a copy and maintain on file); or
2. is a solicitor, where you have received written confirmation that they are acting on the client’s behalf.
Complaints Handling Process
There is a specific complaints handling process outlined in the IIP Complaints Policy. The complaints handling process has timeframes for what must be done within each stage of the process.
For a copy of the complaint handling process you can refer to the policy in the AFSL Policy Register.
The Complaints Register
All complaints you receive must be recorded in your complaints register.
This register must include the following information:
Date the complaint was received;
How you were notified of the complaint (i.e. telephone, letter etc);
The date you notified Insight’s Responsible Manager (if applicable);
Who is dealing with the complaint ;
What actions have been taken to resolve the complaint;
If a resolution has been reached - a summary of the resolution and the date that the complaint is closed; and
The date the complaint was handed to Insight’s Responsible Manager for resolution (if applicable). The complaints register can be accessed from the iC2 Compliance App.
Let’s look at how you can report a complaint.
Step 1: Open the Compliance Hub
Open the Apps Menu in the top left corner, and click on the Compliance Hub.
This will open the Compliance Hub App in a new tab.
Step 2: Open the Compliance Hub
Action Required:
From the top navbar, click the ‘Add New’ icon.
Then select Create Complaint
Step 3: Fill Out the Popup
Complete the ‘Add New Complaint’ popup.
You will need to provide information as possible, including the complaint type, age group and status.
Attach any supporting documents to the complaint.
Next Steps:
Once submitted, your Compliance Manger will be notified of the complaint and will be able to assist with the complaints handling procedure.