Terms, Privacy & Complaints.
Kidmans Partners is committed to handling all complaints fairly, efficiently and in a timely manner. This policy outlines the process for managing expressions of dissatisfaction regarding our products, services, staff or complaint handling itself.
As an Authorised Representative of Count Financial Ltd (AFSL No. 227232), Kidmans Partners follows the Count Financial Complaints Handling Policy. This process is free of charge to you.
What is a Complaint?
A complaint is an expression of dissatisfaction made to us in relation to our products, services, staff or the handling of a previous complaint, where a response or resolution is explicitly or implicitly expected. This includes concerns about financial advice, service quality, fees, or the conduct of any of our representatives.
How to Lodge a Complaint
You can lodge a complaint directly with Kidmans Partners or with Count Financial through any of the following channels:
- +61 3 9836 2900
- enquiries@kidmanspartners.com.au
- Suite 4, 255 Whitehorse Road, Balwyn VIC 3103
- reportcomplaints@count.au
- (02) 8218 8778 or (02) 8218 8771
- Count Professional Standards, Level 8, 1 Chifley Square, Sydney NSW 2000
Complaint Handling Process
Our internal process aims to resolve all complaints in a timely and fair manner. The steps are:
Acknowledgement
We aim to acknowledge receipt of your complaint within one business day, or as soon as practicable.
Investigation
The Professional Standards Team investigates the matter thoroughly and impartially.
Resolution
You will receive a written response detailing the outcome within 30 days of lodging your complaint.
Updates
If your complaint is complex and requires more than 30 days to resolve, we will notify you of the delay and the reasons for it.
Internal Dispute Resolution (IDR)
Our Internal Dispute Resolution process is the first step in resolving your complaint. We are committed to resolving disputes fairly within 30 days.
- Complaints should be submitted via email to reportcomplaints@count.au or by mail to Count Professional Standards in Sydney.
- The Professional Standards Team will investigate all matters thoroughly.
- You will receive a written response within 30 days, or be informed of the reasons for any delay.
- The IDR process is free of charge.
External Dispute Resolution (EDR)
If you are unsatisfied with the outcome of our internal process, or if 30 days have passed without resolution, you may escalate your complaint to an external dispute resolution scheme.
We are a member of the Australian Financial Complaints Authority (AFCA), which provides a free and independent service to consumers and small businesses.
You may contact AFCA at any time. However, AFCA may ask whether you have first attempted to resolve the matter through our internal process.
About AFCA
The Australian Financial Complaints Authority (AFCA) is an independent, not-for-profit organisation that provides fair, free and accessible dispute resolution for financial complaints. AFCA’s service is free to consumers and small businesses.
Australian Financial Complaints Authority
AFCA Membership No. 10332
Contact Details
If you have any questions about our complaints process or wish to lodge a complaint, please contact us:
Lodge a Complaint
Kidmans Partners
Suite 4, 255 Whitehorse Road, Balwyn VIC 3103
Kidmans Partners is an Authorised Representative of Count Financial Ltd ABN 19 001 974 625 AFSL No. 227232 which is 85% owned by Count Limited ABN 111 26 990 832 (Count) of Level 11, 45 Clarence Street, Sydney 2000 NSW and 15% owned by Count Member Firm Pty Ltd ACN 633 983 490 of Level 11, 45 Clarence Street, Sydney 2000 NSW. Count is listed on the Australian Stock Exchange. The information on this web page is not advice and is intended to provide general information only. It does not take into account your individual needs, objectives or personal circumstances.
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