Complaints

We are committed to handling all complaints quickly, fairly, and openly.

Complaints

We are committed to handling all complaints quickly, fairly, and openly.

Our principles

When managing complaints, we adhere to principles of accessibility, timeliness, fairness, transparency, and continuous improvement.

How do I make a complaint?

Complaints can be made online, by phone, or in writing. We provide multiple channels to ensure the process is straightforward and free of charge.

General

Complaints or concerns related to Count, its people or any of its group entities can be submitted to:

  • Website: via our online feedback form at: Contact - Count
  • Phone: 02 8218 8771
  • Email: [email protected]
  • Writing: Complaints Resolution (GPO Box 1453, Sydney, NSW 2001)

 

Financial advice complaints (Count Financial, GPS Wealth, Paragem and Merit Wealth)

Complaints about any of our Australian Financial Services Licensees (AFSLs) or authorised representatives can be submitted to:

  • Phone: 02 8218 8771
  • Email: [email protected]
  • Writing: Count Professional Standards (GPO Box 1453, Sydney, NSW 2001)

 

Privacy

Complaints about privacy or the handling of personal information can be submitted to:

  • Phone: 02 8218 8771
  • Email: [email protected]
  • Writing: Privacy Officer
  • GPO Box 1453, Sydney, NSW 2001

 

Whistleblower reporting

Whistleblowing reports can be submitted to:

  • Phone: 02 8218 8771
  • Email: [email protected]
  • Writing: Protection Officer or Executive Champion (GPO Box 1453, Sydney, NSW 2001)

What happens after I make a complaint?

1. Acknowledge

We'll confirm we've received your complaint, generally within one business day.

2. Assess and investigate

We'll look into your complaint and try to resolve it quickly, and if it takes longer than expected, we'll keep you updated and provide a written response.

3. Respond and resolve

We'll work with to resolve the complaint and find a fair outcome.

 

What happens when I am not happy with the response? 

Some types of complaints can be escalated to an external dispute resolution provider.

Financial Services Complaints

If you’re not satisfied with the outcome of your complaint in relation to the provision of financial services by any of our AFSLs or financial advisers, you can lodge a dispute with the Australian Financial Complaints Authority (AFCA). They provide a fair and independent, free complaint resolution service:

Generally, AFCA will expect that you have initially raised your complaint with us directly and attempted to reach a resolution.

 

Privacy Complaints

If your complaint is about your privacy, you can contact the Office of the Australian Information Commissioner:

  • Website: www.oaic.gov.au
  • Phone: 1300 363 992
  • Postal address: GPO Box 5288, Sydney NSW 2001

 

Need help making a complaint?

If you need help to make a complaint, you can use the support options listed below.

Authorising someone to help you

If you need assistance in making a complaint, you may request the help of a family member, friend, or representative. Please note that we will require your permission to speak to this person on your behalf.

 

TTY number

Type telephone service for people who are deaf, hard of hearing or have a speech disorder.

  • Call 133 677 then ask for 13 2221

 

SMS relay

Relay service for people who are deaf, hard of hearing or have a speech disorder.

For more info, visit the National Relay Service. You’ll need to register with the NRS before using their service.

 

Voice relay number

Voice relay service for people who have a speech disorder.

 

Interpreter services

If English isn’t your first language, you can access a free interpreter service through Translating and Interpreter Services. This service is provided by the Department of Home Affairs and is available in over 150 languages.

 

 

For more detailed information, please refer to our Complaints Management Policy.

 

Count Head Office

Office
Level 11, 45 Clarence Street
Sydney NSW 2000

Postal
GPO Box 1453
Sydney NSW 2001

T: (02) 8218 8778

E: [email protected]

Office locations

Coolangatta

The Strand
Suite 215, Level 2, 72-80 Marine Parade

PO Box 373 COOLANGATTA QLD 4225

Contact Us

[email protected]

1300 667 897

Gold Coast

Pivotal Point
Level 3
50 Marine Parade

PO Box 10839 SOUTHPORT BC QLD 4215

Contact Us

[email protected]

1300 667 897

North Sydney

Suite 901, Level 9
77 Pacific Hwy
North Sydney NSW 2060

PO Box 501
North Sydney NSW 2059

Contact Us

[email protected]

1300 360 186

Western Sydney

Level 1, 93 George Street
Parramatta NSW 2150

PO Box 501
North Sydney NSW 2059

Contact Us

[email protected]

1300 360 186