Making a Complaint
Maple-Brown Abbott is committed to providing our investors with the highest level of service. If, however you are dissatisfied with our level of service and wish to make a complaint please let us know.
How to make a complaint1) Complaints do not need to be in writing, and may be made by any reasonable means, e.g. by letter, telephone, email or in person.
Please contact us as follows;
Telephone: 1300 097 995 or (03) 9616 8614
Mail: Maple-Brown Abbott, Level 31, 259 George St, SYDNEY NSW 2000
2) In order to assist the timely resolution of the complaint please provide us with as much detail as possible describing the nature of your complaint including any supporting documentation.
3) Please provide us with your contact details.
How do we resolve complaints1) We will acknowledge the complaint immediately.
2) We will notify the Head of Client Services, who is responsible for the management and resolution of the complaint
3) We will aim to resolve your complaint as quickly as possible. We will provide a final response within 45 days.
What happens if issue is not resolved?If we are unable to provide a final response within 45 days, then before the end of the 45 days we will:
i. inform you of the reasons for the delay;
ii. advise you of the right to complain to the Australian Financial Complaints Authority (“AFCA”); and
iii. provide the name and contact details of AFCA.
If you are not satisfied with our final response, you can lodge a complaint with the:
Australian Financial Complaints Authority:
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.