Policy
Complaints and escalation.
- Reference
- AUS-TRC-PRO-006
- Derived from
- AUS-CMP-PRO-001
- Status
- Draft, legal review pending
- Applies to
- Any counterparty
How to raise something
Contact us with what happened, when, who was involved, and what outcome you are looking for. You do not need to call it a complaint. If something we did was wrong, unclear or unhelpful, we would rather hear it directly and early.
What we will do
| Stage | What happens | Timeframe | |
|---|---|---|---|
| Acknowledgement | We confirm receipt and tell you who is handling it | 2 business days | |
| Review | We look at the records and contact you if we need more | 10 business days | |
| Response | A written response: what we found, what we will do, and what we will not do and why | 30 calendar days | |
| If it will take longer | We tell you before the deadline, with a reason and a new date | Not applicable |
Images are illustrative. Not Austera Global-owned facilities or sites.
These timeframes are deliberately conservative so we can meet them.
If it concerns the principal personally
Where a complaint concerns conduct, integrity or a conflict of interest involving the principal, it should not be resolved by the principal alone. Ask us for the contact details of our external legal adviser and raise it there. We will provide them on request and we will not obstruct you.
If you are not satisfied
| Subject | External body | |
|---|---|---|
| Misleading conduct or unfair practices | Australian Competition and Consumer Commission, or your State fair trading office | |
| Privacy | Office of the Australian Information Commissioner | |
| Unsolicited electronic messages | Australian Communications and Media Authority | |
| Bribery or corruption | Australian Federal Police | |
| Sanctions | Australian Sanctions Office, DFAT |
Images are illustrative. Not Austera Global-owned facilities or sites.
We will not treat you differently for going to a regulator, and we will co-operate with any enquiry.
Concerns raised in confidence
Protection
- We will not disclose your identity without your consent unless legally required to.
- We will not retaliate against anyone who raises a concern in good faith.
- Where we have said something inaccurate to you or about you, we correct it in writing, promptly, without waiting to be asked, and we tell anyone else we said it to.
That last point is a standing commitment, not a response to a complaint.
A concern involving an improper payment specifically is covered in more detail on our anti-bribery and corruption position, and the entity details you may want before raising anything are on company verification. This process is one part of the trust centre.