Dispute Resolution Policy
Making a Complaint
If you have a complaint about our products, services, staff or the handling of a complaint, you should contact our Compliance Manager on 02 9267 2322 to discuss your complaint.
Receiving and Acknowledging Complaints
Once the complaint is received, Newealth’s Compliance Manager will acknowledge receipt of the complaint within 24 hours (or one business day) of receiving it, however, where this is not possible, acknowledgement will be made as soon as practicable.
Manner and Timeframe in Responding to Complaints
Newealth will then investigate the complaint and respond to you within 30 calendar days for any standard complaint. Some complex matters may require an extension to thoroughly investigate the complaint and bring it to resolution. We will communicate with you the progress of the complaint.
External Dispute Resolution
If you are not fully satisfied with our response, you have the right to lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.