Policy updated September 2021

Australian Complaints Handling Policy

Our Complaints Policy

At Macquarie, delivering exceptional client experience is at the heart of what we do.

While this is our goal, we understand that from time-to-time clients may express dissatisfaction with our products or services. We take these complaints seriously and if you are unhappy, we would like to hear about it.

We recognise that effective complaint management improves your experience, whilst helping us understand how we can better serve your needs by improving our products and services.

This Policy explains the process for lodging a complaint and what you can expect from us. There is no cost to you in lodging a complaint with us.

This Policy applies to Australian retail complaints. A retail customer is any individual or small business (generally less than 100 employees) who has been provided financial services by Macquarie.

You can complain:

Online

You can lodge a complaint online via our Feedback and Complaints page.

Via Email

Email: complaints@macquarie.com

By phone

You can contact the Macquarie business you’ve been dealing with, or if you prefer, contact our Complaints team.

In writing

You can write to us at:

The Complaints Officer
Macquarie Bank Limited
GPO Box 4294
Sydney NSW 1164

We are committed to ensuring our complaints process is accessible to all clients and will work with you to discuss your complaint via your preferred method of communication where possible.

Additionally, for complaints lodged by third party representatives on your behalf, we will seek to communicate directly with the representative regarding your complaint where suitable authority exists. Note that we may require you to provide documentation authorising your representative to deal with us, depending on the nature of your complaint.

We are happy to help you make your complaint – please contact us if you need assistance.

At Macquarie our purpose and principles guide our actions. These form part of our Code of Conduct, which sets out the way our people are expected to do business. You can find out more about our principles and Code of Conduct here.

We will act fairly, honestly and reasonably in our dealings with you. We will work with you to try to find common ground. Our dispute resolution statement outlines our guiding principles in our dealings with you.

Macquarie Bank also subscribes to the Banking Code of Practice, an industry code of conduct developed by the Australian Banking Association (ABA) which sets standards of good banking conduct for banks, their staff and their representatives. You can find out more about The Code via our Client Experience page.

Every Macquarie business has a Complaints Manager who is responsible for reviewing complaints to ensure they are dealt with appropriately.

Our aim is to resolve complaints as quickly as possible. If we can't resolve your complaint immediately, we'll acknowledge it within one business day and resolve it as quickly as we can. We’ll keep you informed of the progress of your complaint until you receive our final response.

We’ll investigate your complaint thoroughly to determine the details and cause of the complaint. We’ll seek to understand your concerns fully, reviewing the facts of the matter and identifying an appropriate resolution.

We’ll inform you of the final outcome of your complaint in accordance with the timeframes outlined below. A response and/or outcome to a complaint may be provided verbally or in writing.

We’ll provide a full explanation of our findings, including how we arrived at our conclusion, in our final outcome response. Where we determine Macquarie is at fault, we’ll apologise for any inconvenience caused and we’ll endeavour to restore you to the position you would have been in but for our mistake or error.

We’ll also provide details of the external dispute resolution body should you wish to have our decision reviewed independently. Refer to ‘What to do if you are not satisfied with our response’ for further information.

We aim to respond to and resolve your complaint as quickly as possible. The below table outlines the maximum timeframes, from receipt of your complaint, in which we’re required to respond. Note that in certain circumstances, such as matters that are particularly complex, these timeframes do not apply.

If you’re not sure what category your complaint falls into, please ask us.

Swipe for more

Complaint Category

Maximum Response Timeframe

Standard complaints

30 calendar days

Traditional trustee complaints

45 calendar days

Superannuation trustee complaints, except for complaints about death benefit distributions

45 calendar days

Complaints about superannuation death benefit distributions

90 calendar days after the objection to a proposed death benefit distribution.

Credit-related complaints involving default notices

21 calendar days

Credit-related complaints involving hardship notices or requests to postpone enforcement proceedings

 

21 calendar days

Note that certain exceptions apply.

If you have raised your concerns with us and you are not satisfied with the outcome proposed or you believe that we have not resolved your complaint fairly, then you can request to have your complaint reviewed free of charge by the Australian Financial Complaints Authority (AFCA). AFCA provides free independent financial services complaint resolution for retail and small business complaints.

Please note that AFCA is bound by certain rules and your complaint may or may not fall within its jurisdiction.

You can contact AFCA directly via:

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

The mission of the Macquarie Customer Advocate is to enhance customer outcomes consistent with our principles of What We Stand For.

The Macquarie Customer Advocate’s role is to:

  • listen to our customers and provide a customer-centric voice when making recommendations to improve customer experience
  • minimise the risk of future problems by reviewing key customer themes
  • work with Macquarie complaint teams to promote fair and reasonable customer outcomes

The Macquarie Customer Advocate can be contacted at:

The Customer Advocate
Macquarie Group Limited
GPO Box 4294
Sydney NSW 1164
Email: customeradvocate@macquarie.com

Our Complaints Policy

At Macquarie, delivering exceptional client experience is at the heart of what we do.

While this is our goal, we understand that from time-to-time clients may express dissatisfaction with our products or services. We take these complaints seriously and if you are unhappy, we would like to hear about it.

We recognise that effective complaint management improves your experience, whilst helping us understand how we can better serve your needs by improving our products and services.

This Policy explains the process for lodging a complaint and what you can expect from us. There is no cost to you in lodging a complaint with us.

This Policy applies to Australian retail complaints. A retail customer is any individual or small business (generally less than 100 employees) who has been provided financial services by Macquarie.

How can you complain?

You can complain:

Online

You can lodge a complaint online via our Feedback and Complaints page.

Via Email

Email: complaints@macquarie.com

By phone

You can contact the Macquarie business you’ve been dealing with, or if you prefer, contact our Complaints team.

In writing

You can write to us at:

The Complaints Officer,
Macquarie Bank Limited,
GPO Box 4294,
Sydney NSW 1164
 

Assistance in lodging your complaint

We are committed to ensuring our complaints process is accessible to all clients and will work with you to discuss your complaint via your preferred method of communication where possible.

Additionally, for complaints lodged by third party representatives on your behalf, we will seek to communicate directly with the representative regarding your complaint where suitable authority exists. Note that we may require you to provide documentation authorising your representative to deal with us, depending on the nature of your complaint.

We are happy to help you make your complaint – please contact us if you need assistance.
 

Our principles

At Macquarie our purpose and principles guide our actions. These form part of our Code of Conduct, which sets out the way our people are expected to do business. You can find out more about our principles and Code of Conduct here.

We will act fairly, honestly and reasonably in our dealings with you. We will work with you to try to find common ground. Our dispute resolution statement outlines our guiding principles in our dealings with you.

Macquarie Bank also subscribes to the Banking Code of Practice, an industry code of conduct developed by the Australian Banking Association (ABA) which sets standards of good banking conduct for banks, their staff and their representatives. You can find out more about The Code via our Client Experience page.
 

How Macquarie deals with complaints

Every Macquarie business has a Complaints Manager who is responsible for reviewing complaints to ensure they are dealt with appropriately.

Our aim is to resolve complaints as quickly as possible. If we can't resolve your complaint immediately, we'll acknowledge it within one business day and resolve it as quickly as we can. We’ll keep you informed of the progress of your complaint until you receive our final response.

We’ll investigate your complaint thoroughly to determine the details and cause of the complaint. We’ll seek to understand your concerns fully, reviewing the facts of the matter and identifying an appropriate resolution.
 

Our response to your complaint

We’ll inform you of the final outcome of your complaint in accordance with the timeframes outlined below. A response and/or outcome to a complaint may be provided verbally or in writing.

We’ll provide a full explanation of our findings, including how we arrived at our conclusion, in our final outcome response. Where we determine Macquarie is at fault, we’ll apologise for any inconvenience caused and we’ll endeavour to restore you to the position you would have been in but for our mistake or error.

We’ll also provide details of the external dispute resolution body should you wish to have our decision reviewed independently. Refer to ‘What to do if you are not satisfied with our response’ for further information.
 

When can you expect a response?

We aim to respond to and resolve your complaint as quickly as possible. The below table outlines the maximum timeframes, from receipt of your complaint, in which we’re required to respond. Note that in certain circumstances, such as matters that are particularly complex, these timeframes do not apply.

If you’re not sure what category your complaint falls into, please ask us.

Swipe for more

Complaint Category

Maximum Response Timeframe

Standard complaints

30 calendar days

Traditional trustee complaints

45 calendar days

Superannuation trustee complaints, except for complaints about death benefit distributions

45 calendar days

Complaints about superannuation death benefit distributions

90 calendar days after the objection to a proposed death benefit distribution.

Credit-related complaints involving default notices

21 calendar days

Credit-related complaints involving hardship notices or requests to postpone enforcement proceedings

 

21 calendar days

Note that certain exceptions apply.

What to do if you are not satisfied with our response

If you have raised your concerns with us and you are not satisfied with the outcome proposed or you believe that we have not resolved your complaint fairly, then you can request to have your complaint reviewed free of charge by the Australian Financial Complaints Authority (AFCA). AFCA provides free independent financial services complaint resolution for retail and small business complaints.

Please note that AFCA is bound by certain rules and your complaint may or may not fall within its jurisdiction.

You can contact AFCA directly via:

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

Macquarie Customer Advocate

The mission of the Macquarie Customer Advocate is to enhance customer outcomes consistent with our principles of What We Stand For.

The Macquarie Customer Advocate’s role is to:

  • listen to our customers and provide a customer-centric voice when making recommendations to improve customer experience
  • minimise the risk of future problems by reviewing key customer themes
  • work with Macquarie complaint teams to promote fair and reasonable customer outcomes

The Macquarie Customer Advocate can be contacted at:

The Customer Advocate
Macquarie Group Limited,
GPO Box 4294,
Sydney NSW 1164
Email: customeradvocate@macquarie.com