Disputes

We strongly encourage continuous improvement at SITM and welcome all feedback concerning our products and services, staff and business practices. Whether it’s paying a compliment or making a complaint, your feedback is the key to improving our products and services.

If our level of service or quality of products has failed to meet your expectations we will do our best to solve any problems or issues that you might have and use your experience for continuous improvement purposes.

Making a complaint

Safety in the Market has procedures set in place to ensure that your feedback is treated seriously and that your concerns are addressed promptly and fairly. If you have a complaint please give us the opportunity to fix the problem. We will investigate the complaint, answer your questions and do all we can to resolve the complaint.

To assist us please:

• Collect all supporting documentation;
• take time to think about the questions that you would like us to respond to and what your ideal outcome would be (if any), and;
• Contact the Customer Service Team. You will be assigned a team member to review your communication who will have the necessary authority to review your case.
• Submit all correspondence to:

Customer Care
Safety in the Market
Unit 5, 4 Skyline Place
Frenchs Forest
NSW 2086
Australia
or email email@safetyinthemarket.com.au

We aim to resolve most issues within 21 days. However, some matters are more complex and can take longer to resolve. If that is the case, we'll keep you informed of our progress.

Dispute Resolution

If despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you can lodge a written complaint with The Department of Fair Trading in your State.

Financial Ombudsman Service Limited

If you are not satisfied with a response received from our Customer Service Manager, you can also refer the matter to an independent complaint handling body. We are a member of the Financial Ombudsman Service Limited (“FOS”) (Membership Number 11550). FOS can be contacted at:

Post: GPO Box 3

Melbourne, VIC 3001

Telephone: 1300 780 808

Facsimilie: +613 9613 6399

Email: info@fos.org.au

Website: www.fos.org.au