Hejaz Islamic Super & Pension Complaints Policy
What is a complaint?
An expression of dissatisfaction made to or about Hejaz Financial Services, related to the Hejaz Islamic Super & Pension, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
How to make a complaint?
- Call us on 1300 043 529 between 9:00am to 5:00pm (Melbourne time), Monday to Friday.
- Write us an email at firstname.lastname@example.org, or
- Write to us at PO Box 96, Flinders Lane VIC, 8009
Let us know if you need help in lodging a complaint and we will assist you. This includes people with disability or language difficulties.
Who can make a complaint?
Any person who has received financial services from us in relation to Hejaz Islamic Super & Pension, including:
- Current or former members;
- Beneficiaries with an interest in a death benefit;
- Parties (or intended parties) to an agreement under the Family Law Act 1975 or an order affecting superannuation.
How your complaint will be handled?
Hejaz Islamic Super & Pension is committed to providing quality service and resolving any concerns you may have promptly and fairly. We understand that sometimes things don’t go as planned, and we are here to listen and help you find a solution.
Our complaint-handling process adheres to the following principles:
- Fairness and objectivity: You have the right to be heard and treated with respect throughout the process. Our decisions are based on evidence and the merits of your case, not personal bias.
- Responsiveness: We acknowledge your complaint within 24 hours of receiving it and aim to resolve it within a reasonable timeframe. We will keep you informed of the progress at each stage.
- Transparency: We explain our decisions clearly and provide you with the reasons behind them. You also have the right to request further information or clarification.
- Accountability: We take responsibility for our actions and strive to continuously improve our complaint-handling process.
We will acknowledge your complaint within 24 hours of receiving it (or as soon as practicable) and aim to resolve it within a reasonable timeframe, and more quickly than the maximum timeframes allowed. We will keep you informed of the progress. You can expect an outcome within:
- 30 days for privacy, financial advice or other complaints not specified below;
- 45 days for superannuation complaints (except complaints in relation to death benefit distributions); or
- 90 days for objections to death benefit distributions (starting after the expiry of the 28-day objection period to submit your objection).
Where we are unable to provide a response within the applicable timeframe, for example due to complaint complexity or circumstances beyond our control, we will give you a “delay notification” before the prescribed timeframe expires, letting you know the reasons for the delay.
Following our investigation, you’ll receive a response to your complaint. This will include a detailed explanation of:
- the complaint handling process;
- the final decision regarding your complaint; and
- your rights to contact the Australian Financial Complaints Authority (AFCA) if you are dissatisfied with the outcome.
Respect and Conduct during the Complaint Process
We understand that dealing with a complaint can be difficult, and we are committed to working with you to find a fair and timely resolution. Our staff are dedicated to assisting you professionally and respectfully throughout the process.
We expect everyone participating in the complaint process, including current and former members and third parties, to treat our staff with courtesy and respect. This means avoiding:
- Swearing, yelling, or any other abusive language.
- Harassment or intimidation of our staff.
- Personal attacks or discriminatory language.
While we will manage any complaints equitably, if any of these behaviours or other unreasonable conduct occurs, we reserve the right to:
- Terminate the phone call.
- Discontinue written correspondence (including emails).
Our goal is to work collaboratively and constructively to resolve your complaint efficiently. Maintaining a respectful environment allows us to focus on addressing your concerns effectively.
If you don’t receive a response to your complaint or a delay notification within the required timeframe, or if you’re not satisfied with our response to your complaint, you can contact AFCA.
AFCA provides an independent financial services complaint resolution service that is free to consumers.
Australian Financial Complaints Authority
Mail: GPO Box 3 Melbourne VIC 3001
Call: 1800 931 678
If your complaint relates to the handling of your personal information, you can escalate your complaint to the Office of Australian Information Commissioner (OAIC).
Office of Australian Information Commissioner
Mail: GPO Box 5218 Sydney NSW 2001
Call: 1300 363 992