Complaint Resolution Process

Commitment to Client Feedback

Australis places strong importance on client satisfaction. If you believe you have been let down in relation to one of our services, products, staff members, or an Authorised Representative, we encourage you to raise the matter with us so that it can be reviewed and addressed.

Ways to Contact Us

Complaints or concerns can be submitted in whichever manner is most convenient:

• By email at info@aimco.net.au
• By telephone on 1800 413 257 
• In writing to: Australis, Level 4, 175 Macquarie Street, Sydney NSW 2000
• These same contact details may also be used if you require additional information about our complaints process.

Details to Provide

To enable us to properly assess your concern, it is helpful if you include:

• Your full name and contact details;
• Your preferred method of communication;
• A clear explanation of the issue;
• Your expectations or the outcome you are seeking. 

Time frame for Resolution

Our aim is always to resolve issues promptly, and in many cases, they can be finalised on the spot. Where this is not possible:

• We will confirm receipt of your complaint, usually within 24 hours;
• You will be advised of the contact person assigned to manage the matter;
• We will work to provide a resolution as quickly as circumstances allow.

How Complaints Are Managed

Once your concern has been assigned, the responsible staff member will begin their review. As part of this process, they may:

• Request additional information to clarify the matter;
• Provide you with updates on progress during the investigation;
• Outline the timeframe for resolution (generally within 30 calendar days);
• Explain any steps required from you to assist in finalising the matter;
• Advise you of the outcome once the investigation is complete, including any resolution or remedy where applicable.
• If it becomes clear that a matter cannot be resolved within 30 days, Australis will contact you to explain the delay and the expected time frame for completion.

Complaint Submission Form

To ensure we can properly consider your feedback, please provide the following details when lodging a complaint:

• Client status: Are you currently an Australis client? (Yes / No)
• Name: First name and last name
• Contact details: Email address and phone number
• Preferred method of contact: Email, phone, or other
• Nature of the complaint: Product, staff member, or Corporate Authorised Representative (CAR)
• Description: Details of your feedback or complaint

Consent to Privacy Policy

By submitting your complaint, you confirm that you have read and agree with Australis's Privacy Policy, which explains how personal information is collected, used, and protected.