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This Complaint Resolution Statement sets out the policy of BlackRock Investment Management (Australia) Limited ("BlackRock Australia") for dealing with your complaints. We are committed to the standards contained within the Australian Standard (AS ISO 10002-2006) on Complaints Handling and ASIC Regulatory Guide 165 on Internal and External Dispute Resolution.
BlackRock principles of complaint resolution
- You have the right to complain or comment, and you will be treated with courtesy, respect and confidentiality;
- We are committed to the efficient and fair resolution of complaints;
- Our complaints process is accessible to all;
- Complaints shall be dealt with as quickly and efficiently as possible;
- There will be no fee charged to complainants for our complaint resolution process; and
- You will be promptly informed of our decision and reason.
What is a complaint?
- A complaint is any expression of dissatisfaction with a product or service provided or offered by us or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.
- A complaint may be written or verbal and may be delivered in person, by mail, by telephone, by facsimile or by e-mail.
- A complaint can be made to any staff member of BlackRock Australia, and will be referred immediately to a BlackRock Representative for consideration.
Our complaint resolution process
Upon receipt of a complaint, our internal complaint resolution procedure will be activated. You should receive an acknowledgement to your written complaint within three business days. An internal review will be undertaken by a Complaints Officer, and we shall endeavour to provide you with a written response within 14 business days.
A number of remedies are available in response to complaints/disputes to ensure we resolve complaints in an appropriate manner.
Complaints received are recorded on an internal Complaints Register, are escalated to senior management as appropriate, and are reviewed quarterly by our Compliance Committee (principally comprising external members).
Periodic analysis of complaints received is also undertaken to enable identification and resolution of any systemic trends or issues, and implement focussed enhancements to our processes and systems.
What can you do if you remain unsatisfied by our treatment of your complaint?
We are a member of the Australian Financial Complaints Authority (AFCA), an ASIC approved external dispute resolution scheme which provides fair and independent financial services complaint resolution that is free to consumers. You have the right to pursue resolution of your complaint with AFCA if you are not satisfied with our response. AFCA can be contacted by telephone on 1800 931 678 or by email at info@afca.org.au.
What should you do if you wish to obtain further information or lodge a complaint?
Complaints can be lodged with, and enquiries directed to:
Tel: 1800 367 287
Fax: 1300 366 107
International Tel: +61 3 9657 3100
Email: clientservices.aus@blackrock.com
Client services manager
Level 26, 101 Collins Street
Melbourne VIC 3000
IMPORTANT INFORMATION
Issued by BlackRock Investment Management (Australia) Limited ABN 13 006 165 975, AFSL 230 523 (BIMAL) for the exclusive use of the recipient, who warrants by receipt of this material that they are a wholesale client as defined under the Australian Corporations Act 2001. This material provides general information only and does not take into account your individual objectives, financial situation, needs or circumstances. Before making any investment decision, you should assess whether the material is appropriate for you and obtain financial advice tailored to you having regard to your individual objectives, financial situation, needs and circumstances. Refer to our Financial Services Guide for more information. This material is not a financial product recommendation or an offer or solicitation with respect to the purchase or sale of any financial product in any jurisdiction. This material is not intended for distribution to, or use by, any person or entity in any jurisdiction or country where such distribution or use would be contrary to local law or regulation. BIMAL is a part of the global BlackRock Group which comprises of financial product issuers and investment managers around the world. BIMAL is the issuer of financial products and acts as an investment manager in Australia. BIMAL is the responsible entity and issuer of units in the Australian domiciled managed investment schemes referred to in this material, including the Australian domiciled iShares ETFs. Any potential investor should consider the latest product disclosure statement (PDS) before deciding whether to acquire, or continue to hold, an investment in any BlackRock fund. The PDS can be obtained by contacting the BIMAL Client Services Centre on 1300 366 100. In some instances the PDS is also available on the BIMAL website at www.blackrock.com.au. An iShares ETF is not sponsored, endorsed, issued, sold or promoted by the provider of the index which a particular iShares ETF seeks to track. No index provider makes any representation regarding the advisability of investing in the iShares ETFs. Further information on the index providers can be found in the BIMAL website terms and conditions at www.blackrock.com.au. BIMAL, its officers, employees and agents believe that the information in this material and the sources on which it is based (which may be sourced from third parties) are correct as at the date of publication. While every care has been taken in the preparation of this material, no warranty of accuracy or reliability is given and no responsibility for the information is accepted by BIMAL, its officers, employees or agents. Except where contrary to law, BIMAL excludes all liability for this information. Any investment is subject to investment risk, including delays on the payment of withdrawal proceeds and the loss of income or the principal invested. While any forecasts, estimates and opinions in this material are made on a reasonable basis, actual future results and operations may differ materially from the forecasts, estimates and opinions set out in this material. No guarantee as to the repayment of capital or the performance of any product or rate of return referred to in this material is made by BIMAL or any entity in the BlackRock group of companies. No part of this material may be reproduced or distributed in any manner without the prior written permission of BIMAL.
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