Dispute resolution

InvestSMART Group Limited (ACN 111 772 359) operate three Australian Financial Services Licenses (AFSLs):

InvestSMART Advice Pty Limited – AFSL and ACL 334107 (IA)
InvestSMART Funds Management Limited - AFSL 246441 (IFM)
InvestSMART Financial Services Pty Limited – AFSL 226435 (IFS)

and the following Corporate Authorised Representatives (CAR):

YourShare Financial Services Pty Ltd 309028 - CAR of InvestSMART Advice Pty Limited
InvestSMART Insurance Pty Ltd 419910 - CAR of InvestSMART Advice Pty Limited
Intelligent Investor Holdings Pty Ltd 1255838 - CAR of InvestSMART Financial Services Pty Limited
Eureka Report Pty Ltd 1241581 - CAR of InvestSMART Publishing Pty Ltd
Kohler & Company Pty Ltd (trading as The Constant Investor) 1244896 - CAR of InvestSMART Publishing Pty Ltd

Consumers may lodge a complaint about our services or products by email, phone, online or in person. We will endeavour to assist complainants who might need additional assistance to lodge a complaint (e.g. cross-culturally trained staff, outsourced interpreters).

The key steps for dealing with a complaint are acknowledgement, internal dispute resolution (IDR) response, investigation and assessment.

We will endeavour to acknowledge complaints within 24 hours, however acknowledgement may take up to 5 business days. IDR response, investigation and assessment will take no longer than 30 business days unless resolution of the complaint is particularly complex and/or circumstances beyond our control cause complaint management delays.

The IDR process is free of charge.

Contact details to lodge a complaint are as follows:

Email: support@investsmart.com.au

Postal address:

PO Box 744

QVB NSW 1230

Physical address:

Sydney (Head Office)

Suite 2, Level 2, 66 Clarence St

Sydney, NSW 2000

Phone: 1300 880 160 or +61 2 8318 2950

Online: www.investsmart.com.au

Our office hours are 9.00am to 5.30pm (AEST) Monday to Friday.

Should you be dissatisfied with the outcome as part the IDRS, each AFSL is a member of the External Dispute Resolution Scheme (EDRS), The Australian Financial Complaints Authority (AFCA). The respective membership numbers are: