YP SECURITIES AFSL 531729

On this page

  1. Our commitment
  2. What is a complaint
  3. How to make a complaint
  4. What to include
  5. How we handle it
  6. Our response
  7. Referring to AFCA
  8. Other avenues
  9. Help and accessibility
  10. Records and reporting

Our commitment

YP Securities Limited (ACN 647 627 889 | ABN 41 647 627 889, AFSL 531729) treats complaints as a source of information about how our business is working. We aim to resolve them fairly, promptly and free of charge.

This policy describes our internal dispute resolution process and is designed to meet the requirements of ASIC Regulatory Guide 271 Internal dispute resolution. It applies to complaints about us and about the conduct of our authorised representatives.

What is a complaint

A complaint is an expression of dissatisfaction made to us about our products, services, staff or complaints handling, where a response or resolution is expected or would reasonably be expected. You do not need to use the word “complaint”, and you do not need to put it in any particular form. If you tell us you are unhappy and you expect us to do something about it, we will treat that as a complaint.

How to make a complaint

The most direct route is email:

Complaints Officer
compliance@ypsecurities.com.au

You may also raise a complaint with the authorised representative you have been dealing with. If they cannot resolve it immediately to your satisfaction, they are required to refer it to us.

You may authorise someone else — a family member, a financial counsellor, a lawyer or another representative — to make a complaint and deal with us on your behalf. We will ask for your written authority before we discuss your affairs with them.

What to include

To help us investigate quickly, please tell us:

  • your name and the best way to contact you;
  • the account, service or representative your complaint relates to;
  • what happened, and when;
  • what you would like us to do to put it right.

If we need more information from you, we will ask for it promptly and explain why we need it.

How we handle your complaint

  • Acknowledgement. We will acknowledge your complaint within one business day of receiving it, or as soon as practicable.
  • Investigation. Your complaint will be considered by someone with the authority to resolve it, and — wherever possible — by someone who was not directly involved in the matter complained about.
  • Keeping you informed. If we cannot resolve the complaint quickly, we will keep you updated on its progress.
  • Timeframe. We will give you a written response within 30 calendar days of receiving your complaint. Different maximum timeframes apply to certain complaints, including complaints involving default notices (21 calendar days) and traditional trustee company services (45 calendar days).
  • Delay. If we cannot respond within the applicable timeframe, we will write to you before it expires to explain why, tell you of your right to take the complaint to AFCA, and give you AFCA's contact details.

Our response

Our written response will tell you the outcome of your complaint and the reasons for our decision, by reference to the facts and circumstances we relied on. Where we do not resolve the complaint entirely in your favour, our response will also tell you about your right to take the matter to AFCA and how to do so.

If we resolve your complaint to your complete satisfaction within five business days, we may not send a written response — unless you ask for one, or the complaint concerns hardship, a default notice or our own complaints handling, in which case we will always respond in writing.

Referring your complaint to AFCA

If you are not satisfied with our response, or we have not responded within the applicable timeframe, you may refer your complaint to the Australian Financial Complaints Authority. AFCA is an independent external dispute resolution scheme, approved by ASIC, that resolves complaints about financial firms. Its service is free to consumers, and its determinations are binding on us if you accept them.

Our AFCA membership
Member 91298
Telephone
1800 931 678 (free call)
Post
GPO Box 3, Melbourne VIC 3001

Time limits apply to lodging a complaint with AFCA. We encourage you to contact AFCA promptly if you wish to pursue that avenue, and to check the time limits that apply to your circumstances.

Other avenues

If your complaint is about how we have handled your personal information, you may also refer it to the Office of the Australian Information Commissioner on 1300 363 992 or at oaic.gov.au. See our Privacy Policy.

You may report misconduct concerning a financial services licensee to ASIC on 1300 300 630 or at asic.gov.au. ASIC does not generally resolve individual disputes or award compensation — AFCA is the appropriate forum for that.

Help and accessibility

If you need assistance to make a complaint — including an interpreter, or help because of a disability — please tell us and we will make reasonable arrangements. If you require an interpreter, the Translating and Interpreting Service can be reached on 131 450. The National Relay Service is available at accesshub.gov.au.

Making a complaint will not affect your relationship with us or the services we provide to you.

Records and reporting

We record all complaints in a complaints register, together with the outcome and any action taken. Complaints data is reported to the board as part of our compliance reporting, is used to identify and correct systemic issues, and is reported to ASIC in accordance with the internal dispute resolution data reporting requirements that apply to us.