Praemium Australia Ltd endeavours to provide the highest possible standards of service to all clients at all times; consequently, it is always disappointing when a client has cause to complain. We welcome the opportunity to resolve any complaint in a prompt and fair manner.

Should you wish to make a complaint please contact us on the details below:

Praemium Customer Service 

Email: [email protected]
Tel:  1800 571 881

OR

Praemium Complaints Handling Officer 

Email: [email protected]
Address: PO Box 322 Collins Street West, Melbourne, 8007

We make complaints resolution a high priority and find that most issues can be resolved within a few days. There may be times - if the investigation is complex and/or further enquiries have to be made - that the process takes longer. In these circumstances, we shall keep you informed of any progress.

Investigating your complaint

We recommend that you discuss the issue with your financial adviser first. If you then wish to make a complaint to us, please provide us with the relevant documents and other supporting information including detailed records of letters, names, times and dates relating to your complaint so that we can assist you. Usually, our Client Services department will be handling your complaint and will communicate with you directly.  In some circumstances, a complaint may need further investigation and our Complaints Handling Officer may contact you.  Praemium Australia Ltd will acknowledge all verbal and written complaints.  If you write to us, we will send you a written acknowledgement within 2 working days following receipt of the complaint. We aim to resolve all complaints as soon as possible.  If we require more information to resolve the matter we will make a request in writing. When our investigations are complete we will send you a final response letter that explains the results of our investigation and what action we propose to take.  We shall endeavour to always keep you informed of the progress made in investigating your complaint. If we cannot resolve the matter within 45 days of receiving your complaint we will provide a written explanation as to why the issue remains unresolved.

Australian Financial Complaints Authority (AFCA)

Praemium Australia Ltd is a member of the Australian Financial Complaints Authority (AFCA). If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Website: www.afca.org.au

Email: [email protected]

Telephone: 1800 931 678 (free call) 

In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

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