This Complaints Handling Policy has been produced by Elders Rural Services Australia Limited ABN 72 004 045 121 (“Elders”).
1. Purpose
1.1. This policy is intended to ensure that Elders handles complaints relating to water trading:
a. fairly, efficiently and effectively;
b. in compliance with its obligations as a member of the Australian Water Brokers Association; and
c. in compliance with its obligations under provision 5.09 of the Water Markets Intermediaries Code under Part 5 of the Water Regulations 2008 (Cth) (“Code”).
1.2. This policy applies to all complaints from any client on whose behalf Elders has provided a water broking service for in exchange for a commission or fee.
2. If you have a complaint
2.1. As a client you have a right to make a complaint to Elders if you are dissatisfied with the services received or one of our representatives.
2.2. All complaints are to be made to Elders in writing and should be accompanied by sufficient detail and any supporting materials.
2.3. If you have a complaint, you should firstly contact your broker and tell them about your complaint.
2.4. If you do not feel comfortable dealing directly with your broker or you consider it inappropriate to do so, you can also provide a written complaint to Elders’ Legal Team via the following email address: legal@elders.com.au
2.5. Should you wish for someone to act on your behalf in making a complaint, you can nominate a representative. Representatives might include a financial counsellor/advisor, your accountant or a legal practitioner. For privacy reasons, Elders will need your written consent to discuss your circumstances and information relating to your account(s) with it and will request you, or your representative, to provide appropriate written authority.
3. What happens after you lodge a complaint?
3.1. Elders will act in good faith in dealing with the complaint and make a genuine attempt to resolve the complaint within 20 business days.
3.2. Elders will acknowledge your complaint in writing within two business days of receiving the complaint and provide you information about the process it will follow in dealing with the complaint. Elders may seek further information from you. If sufficient information is not provided, Elders may be unable to investigate your complaint further.
3.3. Despite paragraph 2.2 above, where you have made the complaint verbally, Elders will provide you with a copy of its written record of the complaint. This may be a summary by email or a note. You may correct that record if you do not believe it correctly reflects your complaint.
3.4. Within 10 business days of receiving your complaint, Elders will provide you a written response that specifies the actions it proposes to take to investigate and/or resolve the complaint.
3.5. Within five business days of the completing the process for dealing with the complaint, Elders will provide you or your representative with written notice of the outcome of that process.
3.6. If you are not satisfied with the outcome of the complaint process, Elders recommends you discuss the outcome with the Elders’ representative handling the complaint. Otherwise, if you do not wish to do so or are unable to resolve the complaint to your satisfaction after discussing the outcome with the relevant Elders’ representative, you may wish to seek independent advice regarding your rights under the Code or the Australian Consumer Law from a legal or other professional. Advice of this nature can be sought at any time at your discretion.
Return to the Elders Water Trading page