Complaints Policy

28 February  2023

Our complaints culture

Lincoln Indicators clients are at the heart of our business and what we do. However, we know that sometimes things don’t go as planned, and we encourage everyone to discuss any concerns or feedback with us. At Lincoln Indicators, we prided ourselves on the positive complaints culture and welcomed feedback from all our clients, which has resulted in much of our product development. So we want to make it as easy as possible to provide feedback or make a complaint.

This Complaints Policy outlines

  • How to make a complaint;
  • Additional assistance to make a complaint;
  • Key steps for dealing with your complaint, including response times; and
  • How to access AFCA when your complaint is not resolved.

How to make a complaint

Firstly we encourage you to contact your direct relationship manager at Lincoln Indicators as soon as possible with any feedback or concerns via email or request to speak with them by calling 1300 676 333. Many concerns are due to miscommunication or a misunderstanding and can easily be rectified with a quick conversation. However, if you remain dissatisfied with the matter raised or would like to lodge an official complaint with us, please follow the steps below:

Contact Lincoln’s Membership Services Team either:

  • Email

  • Telephone

1300 676 333

  • In writing to

Complaints Manager, Lincoln Indicators Pty Ltd, Level 2, 379 Collins Street, Melbourne VIC 3000

Additional assistance to make a complaint

If you are deaf or have a hearing or speech impairment, you may like to use the National Relay Service (NRS). The NRS can be contacted at 1300 555 727.

The provides interpreting services to people who do not speak English and to agencies and businesses that need to communicate with their non-English speaking clients. TIS National can be contacted on 13 14 50.

Please let us know if you need additional assistance to make a complaint, and we will let you know the options available. We always aim to accommodate any request to make it easy for you to complain.

Key steps for dealing with your complaint

We will first acknowledge your complaint within one business day of receipt or as soon as practicable and endeavour to resolve your complaint within five business days of receiving it.

  • If we cannot resolve your complaint within five business days, we will provide an official written communication within 30 days of receiving the complaint.

The internal complaints team will still acknowledge your complaint within one business day of receipt or as soon as practicable, informing you of who will handle your complaint and investigate your complaint by reviewing and assessing all relevant information. A final response will then be provided informing you of the outcome, the reason for the decision and how to escalate to AFCA if you are not satisfied with the complaint outcome.

In rare circumstances where we cannot respond within 30 days of receiving the complaint, we will notify you of the delay and expected timeframe, including the reason for the delay and your right to complain to AFCA if you are dissatisfied with the delay and their contact details.

Access AFCA where your complaint is not resolved

If you are not satisfied with the outcome of the complaint by Lincoln Indicators, you have the right to take your complaint to the Australian Financial Complaints Authority (‘AFCA’). The contact details for AFCA are as follows:

  • Website

  • Email

  • Telephone

1800 931 678 (free call)

(03) 9613 6399 (Fax)

  • In writing to

Australian Financial Complaints Authority GPO Box 3, Melbourne, Victoria, 3001

Time limits may apply to complaints to AFCA. You may wish to consult the AFCA website or contact AFCA directly to find out if there is a time limit on lodging a complaint with AFCA.

The Australian Securities and Investments Commission (ASIC) also has an Info line number 1300 300 630, which you may use to make a complaint and obtain information about your rights.

Copyright © 2024 Lincoln Indicators Pty Ltd. All rights reserved.

All financial services are provided by Lincoln Indicators Pty Ltd ABN 23 006 715 573 (Lincoln) as the Corporate Authorised Representative of Lincoln Financial Group Pty Ltd ABN 70 609 751 966, AFSL 483167.

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