Complaints Policy

COMPLAINTS POLICY

Should you feel the service or performance of Sureplan has not been satisfactory we welcome the opportunity to discuss this with you. Therefore, please call us on 1800 817 105 to outline your concerns.

INTERNAL COMPAINTS PROCESS

If we are unable to resolve your concerns immediately, to ensure we have all the facts, we will ask you to put your complaint in writing. It can be posted to Sureplan Friendly Society Ltd, PO Box 899, Spring Hill Qld 4004 or emailed to [email protected]
Following receipt of your written complaint we will contact you within 1 working day to acknowledge receipt. If required, we will arrange for a meeting to discuss complaint.
Within 3 working days of receiving all necessary information to resolve your complaint, we will write to you outlining the action taken to resolve your complaint, or if unable to resolve by then, the steps being taken to resolve your complaint.

EXTERNAL COMPAINTS PROCESS

If we are unable to resolve your complaint within 30 calendar days we will advise you in writing.
You may then choose to contact the Australian Financial Complaints Authority (AFCA).

The contact details for AFCA are;
Postal Address: GPO Box 3, Melbourne Vic 3001
Telephone: 1800 931 678
Email: [email protected]
Website: www.afca.org.au

Postal Address:	GPO Box 3, Melbourne Vic 3001
Telephone:	1800 931 678
Email:	[email protected]
Website:	www.afca.org.au