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Complaints Management Policy

1. INTRODUCTION  

1.1 Vellum Australia Pty Ltd (“the entity, we or us”) is committed to 

effective and efficient complaints management and to fair and 

transparent dealings in the financial marketplace  

1.2 A complaint is an expression of dissatisfaction made to or about 

an organisation, related to its products, services, staff or the handling 

of a complaint, where a response or resolution is explicitly or 

implicitly expected or legally required.  

2. OUR COMPLAINTS MANAGEMENT PROCESS  

2.1 We take your feedback seriously and will work proactively to 

investigate and resolve your complaint. If you have a complaint, 

please contact us by any of the following methods:  

(a) Email: info@vellum.com.au;  

(b) Telephone: 1300 838 338; or  ​

(c) Post: Level 36, Gateway Tower, 1 Macquarie Place SYDNEY 2000.  

2.2 Any material relating to the entity’s Internal Dispute Resolution 

(“IDR”) process will be provided to you free of charge.  

2.3 We will collect certain information from you, including:  

(a) Your name;  

(b) Your contact details;  

(c) How you would prefer to be contacted;  

(d) A description of your complaint; and  

(e) How you would like the complaint resolved.  

2.4 We will acknowledge your complaint, generally within two (2) 

business days and give you the contact details of the person 

responsible for dealing with your complaint.  

2.5 The person responsible for dealing with your complaint will 

commence their investigation and may require further details from 

you. Upon completion of their investigation, the person responsible 

for dealing with your complaint will contact you with an IDR 

response. This will provide you with information about:  

(a) the final outcome of your complaint at IDR; and  

(b) information about other remedies that may be available to you.  

3. TIMEFRAME FOR RESOLVING COMPLAINTS  

3.1 We endeavour to resolve all complaints as quickly as practicable. 

Many complaints can be resolved within days or on the spot. We will 

keep you informed in relation to your dispute and will provide you 

with an IDR response within forty-five (45) calendar days of receiving 

your complaint. 

4. ACCESSIBILITY SERVICES  

4.1 We take our commitment to provide accessible services to 

customers seriously.  ​

4.2 If you are deaf or have a hearing or speech impairment, you can 

contact us on the National Relay Service, a government initiative that 

offers an Australia-wide phone service for people who are deaf or 

have a hearing or speech impairment. It’s available at no additional 

charge:  

(a) Talk to text users, please call 133 677 and then ask for 1300 838 338;  

(b) Speak to listen users, please call 1300 555 727 and then ask for 

1300 838 338;  

(c) Internet relay users, please connect to the NRS and then ask for 

1300 838 338.  

4.3 If you require this Policy is another language, please contact us at 

the details below.  

5. CONTACT US  

5.1 If you have any questions or would like further information about 

our complaints handling process, please contact us by:  

(a) Email: info@vellum.com.au; or  

(b) Phone: 1300 838 338; or  

(c) Post: Level 36, Gateway Tower, 1 Macquarie Place SYDNEY 2000.  

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