Resolving complaints

From time to time you may be unhappy with a product or service provided by One Investment Group (OIG). If you are unhappy, we would like you to tell us about it and let us know how you think we can fix it.

OIG is mindful of the need to ensure that investors are treated fairly and consistently when it is handling complaints, and that complaints are handled in an efficient, timely and effective manner. Our complaints handling process is provided to investors free of charge.

Any client wishing to make a complaint should refer their complaint to OIG’s Complaints Officer. Complaints can be submitted by telephone, in writing, by email or in person.

You can contact the Complaints Officer:

• By phone: +61 2 8277 0000
• In writing: Complaints Officer, PO Box 1471, Royal Exchange NSW 1225
• By email: complaints@oneasset.com.au

OIG’s Complaints Officer will attempt to resolve the complaint within 30 days.

If an issue remains unresolved or cannot be resolved within the appropriate time limit, OIG will inform you of your right to pursue your complaint or dispute with the Financial Ombudsman Service (FOS). FOS is an external, independent body set up to assist in resolving certain complaints.

FOS’s contact details are:

• Phone: 1 300 780 808
• Fax: +61 3 9613 6399
• Website: www.fos.org.au
• Email: info@fos.org.au
• Write to: GPO Box 3, Melbourne, VIC 3001