Dispute Resolution

At BWA Managed Investments, we believe in listening to our customers. This is the only way to continually improve our products and services to meet your needs.

If you have a complaint, a compliment or a suggestion, we'd like to hear from you.

Making a complaint

If you have a problem your first point of contact is our Service Centre on 1300 663 117. Details of how to contact us are here.

If your problem cannot be resolved straight away, we will take the following steps:

• Let you know who is handling your complaint
• Keep you informed of what is happening on a regular basis
• Strive to resolve your complaint within five working days

Escalating a Complaint - Service Quality

If you feel your complaint has not been properly handled or resolved, you can ask for your complaint to be escalated to our Service Quality Department. You can also contact Service Quality directly in writing, by facsimile or online using the form here.

If you remain dissatisfied, you can refer your complaint to the relevant dispute resolution scheme for an independent review.

Paying a compliment

There's nothing quite as motivating or rewarding as receiving a compliment. In fact, when a customer compliments one of our staff members, it helps us recognise that employee appropriately. So please, if you've experienced outstanding service, let us know. Our employee will then be recognised through a special scheme, which rewards outstanding service to our customers.

Your Service Quality Contact Options Escalate a complaint Pay a compliment Make a suggestion Manager Service Quality GPO Box 2515 PERTH WA 6001 Telephone: 1300 663 117 Fax: 1300 853 628 Email:Email Service Quality

Making a suggestion

We welcome your suggestions about how we can improve our service to you and would like to receive your comments.

Dispute resolution scheme

In the unlikely event that the matter cannot be resolved directly within BWA Managed Investments, you can seek assistance from the Financial Ombudsman Service (FOS). The Ombudsman provides an independent dispute resolution service. Because BWA Managed Investments is a member of the FOS, this service is available to our customers.

A brochure outlining the Ombudsman's Scheme is available through our Service Centre on 1300 663 117.

The FOS is a free and independent dispute resolution service that considers complaints about financial service providers and their affiliates operating in Australia. The Ombudsman is able to investigate disputes, and make decisions that are binding on the financial services provider.

The Ombudsman's contact details are as follows:

	Financial Ombudsman Service GPO Box 3 Melbourne Victoria 3001
	Telephone: 1300 780 808
	Fax: (03) 9613 7345
	Website: www.bfso.org.au