Purpose
Brookfield values feedback from its clients and is committed to dealing with any complaints promptly, fairly and in a flexible and transparent manner.
This policy sets out our approach to managing any complaints we receive. The policy is supported by Brookfield's internal dispute resolution framework and complaints management procedure.
How to make a complaint
You can make a complaint to us in a number of ways:
Telephone
You can call us on 1800 570 000 (free call)
By mail
Please send any correspondence relating to a complaint you have to:
Complaints Officer - Brookfield Asset Management
Brookfield
GPO Box 172
Sydney NSW 2001
On social media
A complaint made using social media will need to be made on an account owned or controlled by us.
We are not required to identify and respond to complaints made on third party social media accounts or channels posts.
Using a representative
You can also ask someone to help you make a complaint.
Your Representative could be:
(a) someone who has Power of Attorney (POA)
(b) a family member or friend;
(c) a financial counsellor or a financial adviser;
(d) a paid representative (someone you are
paying to make and/or manage your complaint for you).
If you are using a representative, we will need to obtain confirmation that they are acting on your behalf – for example, you could confirm this either orally or in writing or you could provide us with a copy of a more formal document, such as a Power of Attorney.
Other circumstances
Please also let us know if your complaint is urgent, or if you are dealing with stressful circumstances, such as financial hardship, unemployment, and/or the risk of domestic and family violence so we can provide you with any necessary support during our review of your complaint.
How we can help you to make a complaint
We are keen to make our complaints process as accessible to our investors as possible and we can provide additional assistance in certain circumstances.
Please let us know of any circumstances which makes making a complaint difficult for you and we will do our best to make the process easier for you.
Our key steps for dealing with complaints
Brookfield has a Complaints Officer who will generally be responsible for co-ordinating our response to your complaint.
First steps
(a) Acknowledgement
Your complaint will be acknowledged quickly upon first receipt to reassure you that we have received your complaint and are looking into it.
(b) Initial contact
Our goal is to resolve your complaint as quickly as possible, preferably at the time of your initial contact.
(c) Collecting information
If, however, this isn't possible, we'll be in touch with you to discuss your complaint – what you are unhappy about and what you would like us to do. We may also need additional information and copies of relevant documents.
Assessment and Investigation
Once we have all the necessary information, we will assess and investigate your complaint objectively and impartially on its merits.
To remain transparent, you will be given the contact details of the person responsible for resolving your complaint to give you the opportunity to make your case at every stage of the investigation.
Final outcome
You will be notified of the outcome of your complaint in writing – it will set out how we have resolved your complaint or explain why we’ve rejected it (either partially or in full).
We will ask you to let us know whether you are happy with the way your complaint has been resolved or whether you intend to refer it to AFCA. Of course, if you believe we have not considered relevant information or wish to provide us with additional material, please let us know.
Timeframes
Set out below are the timeframes in which we are required to resolve complaints
| Action | Timeframe |
|---|---|
| Acknowledgement of complaint | 24 hours |
| Brookfield aims to resolve complaints as quickly as possible | Ideally, before the fifth business day after receiving the complaint If the complaint is not resolved within five business days |
| If the complaint is not resolved within five business days | By the 30th calendar day |
|
If your Complaint is complex or there are circumstances outside of our control, we might not be able to respond to your complaint within 30 days. If this is the case, we will: (a) explain the reasons for the delay; |
By the 25th calendar day |
Referring the matter to AFCA
If you are not satisfied with our response to your complaint, you have the right to make a complaint to AFCA who are contactable:
(a) Via the AFCA website
(b) By email: info@afca.org.au
(c) By phone: 1800 931 678 (free call)
(d) In writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001
Revision Date: 22 February, 2022
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