The following Complaint Management Policy applies to all complaints received by BNP PARIBAS ASSET MANAGEMENT Australia Limited (“BNPP AMAU” or “we” or “us”). It has been developed to align to ASIC Regulatory Guide 271 “Internal Dispute Resolution” and the requirement for BNPP AMAU to have a publicly available complaint management policy on its website www.bnpparibas-am.com.au
BNPP AMAU is a member of the Australian Financial Complaints Authority (“AFCA”), which is an external dispute resolution scheme approved by ASIC in accordance with the Corporations Act (AFCA member #10130).
AFCA’s contact details are:
Phone: 1800 931 678
Post: GPO Box 3, Melbourne VIC 3001
BNPP AMAU Approach to Complaints
BNPP AMAU takes a proactive approach to identifying complaints and we take all complaints seriously.
We provide ongoing training to staff to assist and support complainants.
We aim to work efficiently by prioritising complaints appropriately and by responding to complaints in a timely and flexible manner. We further aim to resolve complaints where possible at the first point of contact and implement resolutions quickly.
Definition of a complaint
A complaint is:
An expression of dissatisfaction made to or about BNPP AMAU related to our products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
Who can complain?
A complainant may be a client or the client’s representative. ‘Client’ includes all current, past and prospective investors in trusts distributed by BNPP AMAU. Where a retail client appoints a representative to act on their behalf in relation to a complaint, specific ASIC guidance applies which we are obliged to follow.
How to lodge a complaint
You may lodge a complaint with us as follows:
- by phone to a specific BNPP AMAU representative or to the Client Service team on 1800 267 726 (Australia) or +612 9619 6041;
- by letter to BNP Paribas Asset Management Australia Limited, GPO Box 269, Sydney NSW 2001
- by email to a specific BNPP AMAU representative or to the Client Service team on AMAUClientService@bnpparibas.com
- in person to a specific BNPP AMAU representative
- online via bnpparibas-am.com.au where available
- via posts on a social media channel or account owned or controlled by us – where the author of the complaint is both identifiable and contactable.
Please note that complaints do not need to be written, and there are no fees or charges for submitting or pursuing a complaint.
If you require assistance to lodge a complaint, please don’t hesitate to get in touch with our Client Service team on 1800 267 726 (Australia) or +612 9619 6041 or via email to AMAUClientService@bnpparibas.com
BNPP AMAU Complaint Handling Process
These are the key steps we will follow when dealing with all types of complaints;
– Receive complaint, as described in ‘How to lodge a Complaint’ above;
– Send client acknowledgement in the required timeframe identified below;
– Investigate complaint promptly after receipt of complaint;
– Send response to client in the required timeframe identified below;
– Follow up where required; and
– Implement resolution / remediation (if required).
Timeframes for Responding to Complaints
We will acknowledge receipt of each complaint promptly in writing, within 24 hours (or one business day of receiving it), or as soon as practicable.
We will send a final written response to you no later than 30 calendar days of receipt of the original complaint, informing you about:
- The final outcome of your complaint (either confirmation of actions taken by us to fully resolve the complaint or reasons for rejection or partial rejection of the complaint);
- Your right to go to AFCA if you are unsatisfied with the response; and
- AFCA’s contact details (as above).
If we cannot satisfy the 30 calendar day response time (because the matter is complex or circumstances beyond our control are causing the delay) we will advise you before the 30 day period, and tell you:
- The reasons for the delay;
- Your right to go to AFCA if you are unsatisfied; and
- AFCA’s contact details (as above).
You should note that AFCA can only consider complaints which satisfy certain criteria, and is unable to consider all complaints it receives.
Availability of Complaints Policy
This BNPP AMAU Complaint Management Policy is available on our website www.bnpparibas-am.com.au
It is also available in hard copy, free of charge and can be requested by calling our Client Service number on 1800 267 726 (Australia) or +612 9619 6041. You can also send a request via email to AMAUClientService@bnpparibas.com
If there are any special requirements in terms of the Complaint Policy’s accessibility, please ensure to include these in your request and we will facilitate this where possible.
BNP PARIBAS ASSET MANAGEMENT Australia Limited ABN 78 008 576 449
Date: 23 September 2021