Complaints

You can see the full Complaints Handling Policy here

Please follow the procedure below if you have a complaint about the financial services provided:

Step 1

Please contact our Complaints Manager by:

Phone: +61 3 9081 8433
Email: Tina.Mitas@waypointreit.com.au
In writing to:
Attention: Complaints Manager
Waypoint REIT Limited (ABN 35 612 986 517)
GPO Box 4716
Melbourne VIC 3001
Australia
A complaint can be made verbally or in writing. All complaints received (whether verbally or in writing), will be logged through Waypoint REIT online complaints management system. This system has been designed to capture relevant information necessary for the effective management of a complaint.

Complaints can be made anonymously, and Waypoint REIT will accept and respond to an anonymous complaint, provided we have received enough information to do so.

Step 2

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Website: www.afca.org.au Opens in new window Opens in new window
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne VIC 3001
Australia

Guiding Principles for Handling Complaints

When managing a complaint, or a dispute, VER Limited always aims to apply the following guiding principles:

Responsiveness	Complainants must be kept fully informed of the progress of their complaint and complaints should be resolved as quickly as possible.
Accessibility	We aim to make the complaints management process simple and accessible to all.
Complainant Focus	We aim to put ourselves in the shoes of the complainant and understand the complaint from their point of view.
Completeness	We are committed to undertaking a thorough investigation of each and every complaint talking to people from both sides to establish common ground and verify explanations.
Objectivity	Each complaint should be addressed, on its merits, in an equitable, impartial, objective and unbiased manner.
No Charge	Access to our complaints handling process is free.
Confidentiality	Personally identifiable information about complainants should only be available for the purpose of addressing the complaint and (unless the complainant consents) actively protected from disclosure.
Transparency	We aim to make the complaints handling process as transparent as possible and in responding to a complaint will, where practical, give reasons for our decision in writing, referring to applicable provisions in legislation, codes, standards or internal procedures.
Treatment of Personnel	Where a complaint specifies action of a particular individual we will apply principles of responsiveness, accessibility, completeness, objectivity, confidentiality and transparency to that individual.
Recording Information	Whenever dealing with a complaint, and in particular when recording information relating to the complaint, we take the view that this information may at some time in the future be requested by the complainant or may be made public as a result of litigation (whether related to or unrelated to the particular complaint).