Complaint Resolution

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/NZS ISO 10002-2014) on Complaints Handling and ASIC Regulatory Guide (RG) 271 on Internal Dispute Resolution and RG 165 on Internal and External Dispute Resolution (for complaints received by BlackRock Australia before 5 October 2021).

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 made to or about BlackRock Australia, related to our products, services, staff 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 one  business dayof BlackRock Australia receiving the complaint, or as soon as practicable. 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 from receipt (but may take up to 30 calendar days in accordance with our regulatory obligations).

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 you have not received a final response from us within 30 calendar days or if you are not satisfied with our response. AFCA can be contacted by:

  • Telephone: 1800 931 678 (free call)
  • Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
  • Email: info@afca.org.au
  • Website: www.afca.org.au

For the hearing and speech impaired, AFCA can be contacted by either:

  • National Relay Service: www.relayservice.com.au
  • TTY/Voice Calls: 133 677 (local), or
  • Speak & Listen: 1300 555 727 (local).

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