Documents Needed

What you need to provide

To help us deal with your complaint, you can provide us with:

  • a detailed timeline/chronology of events
  • copies of communications (letters, emails and faxes)
  • any agreement/s between you and your financial services provider
  • any additional information you feel is relevant in supporting your complaint.

If you don’t have the required information you may wish to contact your financial services provider to ask for a copy. However, if this is not possible, we can ask your financial services provider for this information once your complaint has been made.

All parties are required to comply with all requests from CIO in providing information.

Disclosure Statement

You acknowledge and agree that by signing this document, you authorise:

  1. us to collect, keep, use, correct and disclose information about you or the complaint;
  2. the person you are complaining about to give us such information about you or the complaint that we may request or which they may otherwise provide us; and
  3. us to give information about you or the complaint to another external dispute resolution scheme approved by the Australian Securities and Investments Commission (ASIC) if we consider that it is more appropriate for the other scheme to deal with the complaint.
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Third Party Authority

If you wish to make a complaint, we will only deal with someone other than you if you authorise that person to act on your behalf.

You can do this by completing the Third Party Authority form below.

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Information we may ask for

When we deal with complaints, we actively seek relevant information from all parties and expect each party to act in good faith in presenting all relevant information.

Each party is required to present all relevant information to CIO, even if that information may not be favourable to their case.

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Information we consider

We aim to resolve complaints with as little formality and technicality as possible whilst still achieving fairness to all parties. However, we don't have the power to take any evidence on oath nor to cross-examine any of the parties.

We are entitled to make a logical conclusion based on the information supplied by the parties during the complaint process. Information supplied is assessed on the balance of probabilities.

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Offensive or Defamatory Information

If we consider information to be offensive or defamatory, we may refuse to convey that information to any other party to the complaint.

We may require the information to be amended by having all offensive or defamatory material removed before accepting or considering it.

If the party concerned does not resubmit the amended information with all offensive and defamatory material removed we may:

  1. regard a complaint as being withdrawn and notify the parties of this outcome; and/or
  2. proceed to deal with the complaint without regard to the information.


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