Complaints

We strive to deliver the highest level of service to all our customers. However, we understand that sometimes things don’t go as planned. If you’re unhappy with the service you’ve received and would like to make a complaint, please let us know. We have clear procedures in place to ensure your concerns are handled fairly, transparently, and promptly. 

If you have a complaint about the financial services we have provided, please contact us on (07) 5406 5000 to discuss your concerns. Alternatively, you can email or write to us at:

  • Mail: 
    The Complaints Manager
    Infocus Securities Australia Pty Ltd (Infocus)
    PO Box 1856
    Sunshine Plaza QLD 4558
  • Email: 
    professionalstandards@infocus.com.au

Your complaint should include an outline of the financial services which have not met with your satisfaction. Include a brief summary of all the facts relating to your complaint and how you believe we can resolve the matter to your satisfaction.

Infocus will investigate your complaint and will make every effort to ensure you receive a fair and prompt reply. For complaints relating to the financial services, we provide you a written response within 30 calendar days of receiving your complaint. We will keep you informed of the progress of your complaint if this investigation cannot be resolved within this time.

If you are unhappy with our response, or have not received a response within the required timeframe, you can lodge a complaint the Australian Financial Services Complaints Authority (AFCA). Infocus is a member of the external complaints resolution scheme operated by the Australian Financial Complaints Authority (AFCA). AFCA provide free advice and assistance to customers not satisfied with the responses provided by member companies to their complaints. AFCA may undertake an independent external investigation of the complaint or enquiry. Member companies like Infocus are bound by any decisions made by AFCA.

You can contact the Australian Financial Complaints Authority by;

  • Phone: 
    1800 931 678
  • Mail: 
    Australian Financial Complaints Authority
    GPO Box 3
    Melbourne VIC 3001
  • Website: 
    www.afca.org.au
  • Email: 
    info@afca.org.au