Public Complaints Policy

Picture Wealth Advisory Pty Ltd: AFSL No. 530789 | ABN 22 626 204 395

Do you have a complaint?

At Picture Wealth Advisory Pty Ltd (PWA) we put our clients at the centre of everything we do but we recognise that even in the best-run organisations, things can go wrong. We want to give you the best experience, so if you are unsatisfied in any way, we’d like you to tell us about it.

We will take your feedback seriously and aim to resolve your complaint in a respectful, fair and reasonable way as quickly as we can as detailed in this policy.

This policy explains how you can make a complaint, our measures for handling your complaint, and the steps you can take if you are not satisfied with our response to your complaint or the time that it takes for us to respond.

When we use the term “IDR”, we mean “internal dispute resolution”.

We acknowledge the importance of having an effective and efficient complaints handling and IDR framework, and we adopt a customer-focused approach. While we acknowledge your right to make a complaint, we expect that you will treat our staff with respect when they are dealing with your complaint.

The purpose of this complaints policy is to set out the information required to be in a complaints policy by ASIC Corporations, Credit and Superannuation (Internal Dispute Resolution) Instrument 2020/98 (“the Instrument”). The Instrument is a legislative instrument made by the Australian Securities and Investments Commission (“ASIC”).

What is a complaint?

A complaint is an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

How do you make a complaint?

By email	compliance@picturewealth.com
By mail	ATTN: Compliance Manager Picture Wealth Advisory Pty Ltd PO Box 7857 Cloisters Square WA 6850
By telephone	You may phone: • Your adviser; or • PWA’s Compliance Manager on (08) 6243 0013.
In person	You may discuss your concerns with: • Your financial adviser; or • PWA’s Compliance Manager. • Please call (08) 6243 0013 to arrange a meeting.

When making your complaint please tell us:

Your name
How you wish us to contact you (for example, by phone, email)
What your complaint is about
What you are seeking to resolve your complaint

Do you require assistance to lodge your complaint?

If you need help to make or manage your complaint, you can appoint someone (for example, a relative or friend) to represent you. Please note that we will need your authority to speak to any representative that you appoint.

We can also arrange an interpreter for you and help you fill out forms or express your complaint.

Interpreter service: 131 450
National Relay Services:
- Voice Relay Phone: 1300 555 727
- TTY Phone: 133 677
- SMS Relay Phone: 0423 677 767

How we will deal with your complaint

Acknowledgement

We will acknowledge receipt of your complaint and try to resolve it as quickly as possible. Generally, where your complaint is made:

Verbally – We will acknowledge your complaint in the same manner and, in writing, within one business day, or as soon as practicable.
In writing – By email or via social media, we will acknowledge your complaint, in writing, within one business day or as soon as practicable thereafter.

When acknowledging your complaint, we will also have regard to any preferences you have communicated to us in relation to the way in which you wish for us to communicate with you.

Investigation of your complaint

If we cannot resolve your complaint immediately, we will need some time to investigate your concerns. We may also request that you provide us with further information to assist with our investigation.

IDR response

We will provide you with our written reasons for the outcome of your complaint (“IDR Response”) within the following timeframes:

Your complaint is not resolved within 5 business days of us receiving your complaint
If you request a written response

Standard complaints – No later than 30 calendar days after receiving your complaint

Our IDR Response will also inform you of your right to escalate your complaint to the Australian Financial Complaints Authority (AFCA). AFCA offers free and independent dispute resolution for financial complaints to individuals and small businesses.

If we reject your complaint (whether in full or in part), our IDR Response will:

Identify and address the issues you raised in your complaint
Set out our findings on the material questions of fact raised in your complaint, making reference to the relevant supporting information
Provide a sufficient level of detail in order for you to understand the reasons for our decision so that you can decide whether to escalate the complaint to AFCA or another forum
We are not required to provide you with an IDR Response if:
- Your complaint is resolved to your complete satisfaction within 5 business days and you have not requested an IDR Response; or
- Within 5 business days of receiving your complaint, we have given you an explanation and/or apology in circumstances where we cannot take any further action to reasonably address your complaint

Delay in providing an IDR response

If we are not able to provide our IDR Response to you on time because your complaint is complex or because of circumstances beyond our control, we will write to you to explain the reasons for the delay, and inform you of your right to complain to AFCA and provide you with AFCA’s contact details.

Complaint resolution procedure

Upon receiving your complaint, we may request further information from you to help clarify your concerns or the resolution you are seeking. We may speak to PWA’s affected representatives and review relevant records to understand the situation. Following our investigation, we will provide a response to you.

What if your complaint remains unresolved?

If you are not satisfied with our response to your complaint, you can escalate your complaint to AFCA. As a financial services business, we’re required to be a member of AFCA, which provides free external dispute resolution services to consumers. If you’re not happy with our response, you can refer your complaint to AFCA. Our membership number is 86098.

Australian Financial Complaints Authority (AFCA)

You can contact AFCA using the following details:

Email: info@afca.org.au
Phone: 1800 931 678 (or +61 1800 931 678 if calling from overseas)
Online: www.afca.org.au
Mail: GPO Box 3, Melbourne, VIC, 3001