Complaints Handling Policy

Complaints

At Matrix, we’re never satisfied when it comes to doing better and our customers and the moments that matter are very important to us.  If something goes wrong, we’re determined to make it right again.  If you’ve had an experience with Matrix that you are not satisfied with, we’re here to resolve the issue, so please talk to us!

Making a complaint

Please talk to us! Many complaints can be resolved quickly so please call our customer service team on 1300 663 334 .

If you are not satisfied with the handling of your complaint by our customer service team or any other Matrixstaff member, you can also contact our Complaints Manager using the below details:

Post: Complaints Manager, Matrix Planning Solutions, Reply Paid 4232, Sydney NSW 2001
Email: complaints@matrixplan.com.au
Fax: 02 9233 1960 

The Complaints Manager will promptly acknowledge your complaint in writing and then investigate in accordance with our Internal Dispute Resolution process. Once a determination is made on your complaint you will be notified within 45 days (or 90 days if your complaint relates to Superannuation).

If you are not satisfied with our response, you may lodge a complaint:
 
• with the Financial Ombudsman Service Australia if lodged before 1 November 2018:
Online: www.fos.org.au
Email: info@fos.org.au
Phone: 1800 367 287
Mail: Financial Ombudsman Service Limited
GPO Box 3
Melbourne VIC 3001; or
 
• with the Australian Financial Complaints Authority if lodged on or after 1 November 2018:
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001