We value your feedback and the purpose of this Policy is to have a complaints system so that we can take action and respond to you. This Policy applies to all complaints received by Super Obvious and is developed to align with ASIC Regulatory Guide 271 “Internal Dispute Resolution” and the requirement for Super Obvious to have a publicly available complaints policy on its website.
A complaint is an expression of dissatisfaction made to or about Super Obvious, about its products, service offered or provided, staff or the handling of a complaint where a response or resolution is explicitly or implicitly expected or legally required.
A complaint may be made verbally or in writing in any of the following ways:
a. by phone to the Client Service team on 1300 07 23 93;
b. by post to:
Attn: Super Obvious
The Commons, 285A Crown St
Surry Hills NSW
c. by email to a Super Obvious representative or to the Client Service team on firstname.lastname@example.org
d. via Super Obvious’ online contact form
e. via direct message (DM) on a social media channel or account owned or controlled by us, where the complainant is identifiable and contactable
f. Via live chat at superobvious.com.au
All complaints should include the following details:
Super Obvious recognises the benefits provided by dealing with complaints internally including:
a. The ability to resolve complaints quickly and directly;
b. The ability to identify and address recurring and systemic problems leading to corresponding improvements in the service and products provided;
c. The capacity to provide solutions rather than have remedies imposed by independent third parties; and
d. The improved levels of consumer satisfaction.
Accordingly, where possible Super Obvious will make all reasonable endeavours to resolve complaints internally.
Our team treats every concern seriously which is why we plan to act fast in resolving concerns quickly. On receiving a complaint, the following actions will be undertaken within the stated timeframes:
a. acknowledge receipt of a complaint (verbally or in writing) promptly within 24 hours (or one business day) of receiving a complaint, or if not practicable, as soon as practicable;
b. investigate the complaint promptly after receipt of complaint;
c. if required, provide a final response to the complainant no later than 30 calendar days after receiving the complaint;
d. Implement resolution and/or remediation (if required).
If a complaint is particularly complex and/or circumstances beyond our control are causing delays and we are unable to respond to a complainant within 30 calendar days, we will, before the end of that period, notify the complainant of the reasons for the delay, their right to complain to an external dispute resolution scheme and the contact details of the external dispute resolution scheme.
The complainant has the right to:
a. Be heard;
b. Have the complaint determined in a timely manner;
c. Know whether Super Obvious’ policies and procedures have been followed;
d. Request and receive any material needed to support their complaint, including avenues for further independent review;
e. Have the complaint dealt with fairly and confidentially (where requested and appropriate); and
f. Escalate the complaint to an external dispute resolution scheme if they are not satisfied with Super Obvious’ response.
Ellerston Capital Limited, the responsible entity and product issuers of the Super Obvious Everest Fund, is a member of the AFCA which is an external dispute resolution scheme. AFCA provides consumers and small businesses with fair, free and independent dispute resolution for financial complaints. Complainants who are dissatisfied with the outcome of their complaint have the right to go to AFCA, free of charge.
AFCA’s contact details are as follows:
Phone: 1800 931 678
Fax: +613 9613 6399
Mail: Australian Financial Complaints Authority
GPO Box 3