Complaints Procedure

 

If you are unhappy or dissatisfied with a product or service issued or provided by Primary Securities Ltd (Primary) we would like you to tell us about it.

Primary aims to ensure that investors and other clients are treated fairly and consistently when handling complaints, and that complaints are handled in an efficient, timely and effective manner. We have a Complaints Handling Policy and a summary of our complaints handling process will be provided free of charge to investors and other persons that send a request to us at complaints@primarysecurities.com.au.

If you have a complaint, contact Primary’s Complaints Officer by using one of the following methods:

  • By phone: +61 8 9430 5262;
  • In writing: Complaints Officer, PO Box 732, Fremantle WA 6959 or
  • By email:  complaints@primarysecurities.com.au
  • In Person: 3 Shuffrey Street, Fremantle

What happens next?

  • Primary will acknowledge your complaint within 24 hours of receipt.
  • Primary will aim to resolve your complaint as quickly as possible. While most matters can be resolved quickly, more complex issues may take longer.
  • For complaints received prior to 5 October 2021 we must formally respond to your complaint within a maximum of 45 days informing you how we believe we have resolved the complaint or why we have not.
  • For complaints received from 5 October 2021 onwards we are required to provide you with a copy of the decision or outcome of the complaint to you (IDR Response) within 30 days of receiving the complaint.

What happens if your complaint is not resolved?

If you are a retail client and Primary has not resolved your complaint to your satisfaction within the time allowed, you may contact the external dispute resolution service which Primary is a member: Australian Financial Complaints Authority (AFCA). This service is free of charge to you.

You must complete Primary’s internal dispute resolution procedure before contacting AFCA.

In limited circumstances AFCA may deal with complaints raised by a wholesale client.

If an issue has not been resolved to your satisfaction, you can lodge a complaint with AFCA. AFCA provides fair and independent complaint resolution services that is free to complainants and may be contacted as follows:

Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

Each complaint is handled in confidence and without affecting your legal rights should you remain dissatisfied.

If you consider your complaint is still not satisfactorily resolved after approaching AFCA only arbitration or legal proceedings are available.

ASIC has a Freecall Infoline 1300 300 630 which you may use to make a complaint and obtain information.