How can I lodge a complaint?

If you have a complaint, you may contact us by email, telephone or in writing to:

The Complaints Manager – Investor Services
Netwealth Investments Limited
PO Box 336
South Melbourne VIC 3205
Freecall: 1800 888 223 (within Australia)
Email: complaints@netwealth.com.au

You can lodge a complaint and access Netwealth’s dispute resolution process free of charge. This includes access to the following services to lodge a complaint:

• The National Relay Service
• Translation services through our well-trained multi-lingual staff

Video: how to lodge a complaint 

Netwealth's approach to complaints

1. Netwealth strives to acknowledge complaints within 24 hours (or as soon as practicable).
2. We will assess all complaints received and determine the required actions to be taken as part of our investigation.
3. Once the investigation is completed, we will inform you of the outcome within the response timeframes outlined below.

Netwealth Group Complaints Handling Policy Summary

Response timeframes

Netwealth’s response times to complaints are summarised in the table below. 

Netwealth may respond beyond the above timeframes if the resolution of your complaint is particularly complex and/or there are circumstances beyond Netwealth’s control that are causing complaint management delay.

If your complaint remains unresolved within the above timeframes, Netwealth will provide a notification as to the reason for the delay, status of our actions taken and actions that are outstanding.

Accessing AFCA

If our response to your complaint does not resolve it to your satisfaction, or we have been unable to resolve it within the above timeframes, you can complain to the Australian Financial Complaints Authority (AFCA). AFCA is an independent external dispute resolution service established by the Federal Government, which deals with complaints from customers involving financial services and products.

How can I contact AFCA?

You may contact AFCA in writing at:

Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)

There are some time limits for lodging certain complaints. You may review these at the AFCA website.

When contacting AFCA, you will be requested to provide our membership number. This membership number will be included in our written resolution to you and can also be found in the table below.

More information about the way Netwealth manages complaints is contained within our Complaints and Compensation Policy.

Whistleblowing - Make a disclosure

To make a whistleblowing disclosure, please use our online whistleblowing form which can be found here:

www.netwealth.com.au/web/about-netwealth/whistleblower

Multilingual support

If you need some support understanding how to lodge a complaint or make a whistleblowing report in another language, we have translated the 'How to Lodge a Complaint' document into multiple different languages for your convenience.