RAIZ Investment Australia Fund & Raiz Property Fund: Internal Dispute Resolution Processes.pdf

About Us:
Instreet Investment Limited (AFSL 434776) acts as the responsible entity for the RAIZ Investment Australia Fund (ARSN 607 533 022) and Raiz Property Fund (ARSN 659 208 152).

Complaint Handling:
We aim to deliver exceptional customer service and address all complaints fairly and promptly. We encourage customers to reach out if they have issues with our products, services, or staff.

How to Make a Complaint:
- Phone: 1300 75 47 48
- Email: [email protected]
- Social Media: Facebook, Twitter, Instagram
- Website: https://raizinvest.com.au/support/
- Mail: Raiz Invest Australia Limited, Level 11, 2 Bulletin Place, Sydney NSW 2000

Who Can Complain:
Retail clients and small businesses who are customers of the funds. We offer assistance to those with disabilities or language difficulties. Representatives (financial advisers, family, etc.) can also lodge complaints on behalf of others.

Exclusions:
- Raiz Invest Super: Complaints should be directed to Raiz Invest Australia Limited (promoter) and Equity Trustees Superannuation Limited (Trustee).
- Raiz Rewards: Contact the Rewards Partner directly for assistance.

Process Timeline:
1. Acknowledgement: Within 1 business day, we'll acknowledge your complaint via the preferred method (phone, email, etc.).
2. Investigation: A dedicated complaints manager will investigate and assess within 30 calendar days, keeping you updated throughout.
3. Response: You'll receive a written response within 30 days, outlining the outcome and your right to escalate to AFCA if dissatisfied.

Complaint Resolution:
- If partially rejected, we'll provide reasons, address issues, share factual findings, and remind you of your AFCA rights.
- For resolved complaints in 5 business days, a written response may not be provided unless requested or related to hardship.

Delays:
If resolution takes longer than 30 days, we'll notify you with a reason for the delay and your AFCA options. After 7 years, information may be limited.

Escalation to AFCA:
If unhappy with our response, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA), which offers free, independent dispute resolution:
- Website: www.afca.org.au
- Email: [email protected]
- Phone: 1800 931 678
- Mail: GPO Box 3, Melbourne VIC 3001