Polar 993 Limited ACN 642 129 226 and Polar 993 Advisory Pty Limited Pty Limited ACN 649 554 932 (collectively known as Polar 993, us, we, our) takes all complaints very seriously.
We have established internal processes and procedures to receive, investigate and address any complaints in relation to the financial services we provide to you as a retail client. This policy, along with our internal processes and procedures have been developed in accordance with the Corporations Act 2001 (Cth) and ASIC Regulatory Guide RG 271 Internal dispute resolution to ensure your complaint is addressed fairly, timely and effectively.
Does your complaint relate to other matters?
This policy applies to all expressions of dissatisfaction made to or about us relating to our financial products, financial services, staff or the handling of a complaint in respect of these products and services provided to you and where a response or resolution is explicitly or implicitly expected or legally required.
How to lodge a complaint
You can choose the following ways to inform us of your complaint:
By Post: Level 5, 476 St Kilda Road Melbourne Victoria 3004
By E-mail: compliance@polar993.com
By Phone: +61 3 9507 2544
In Person: Level 5, 476 St Kilda Road Melbourne Victoria 3004
Please set out all the details that you consider relevant, together with your own contact details.
What will we do when a complaint is received?
We will acknowledge receipt of your complaint within 1 business day and work with you to resolve your complaint as best we can.
We will undertake a full investigation and assessment of your complaint taking into consideration all available information relating to your complaint. This may include consideration of information provided by you and that available on our records (as relevant).
If we resolve your complaint within 5 business days from the day you made your complaint we will provide a written response where requested.
Where your complaint is resolved between 5 business days and 30 calendar days, we will provide you with a full written response to your complaint within 30 calendar days covering details of the outcome or if an outcome could not be determined within this timeframe, an update of the progress and reasons for the delay.
Any action required to resolve your complaint, will be completed as soon as possible to ensure all resolution outcomes are implemented in a timely manner.
We ask for your co-operation
As noted above, we take all complaints very seriously. We also understand that when resolving a complaint, emotions may run high however we have a zero tolerance policy for our team members being abused, threatened or belittled or vice versa. It is beneficial for all if matters can be addressed in a courteous manner. We have a legal responsibility to provide a safe working environment for employees. To this end we thank you for your patience and co-operation as we review your complaint.
What if you are not satisfied with our response?
If you are dissatisfied with the way we handled your complaint, or dissatisfied with our response, where eligible, you can contact an external complaint resolution scheme, who will look into the matter on your behalf.
We are members of the Australian Financial Complaints Authority Limited (Membership Number Polar 993 Limited 111637 and Polar 993 Advisory Pty Ltd 11629). AFCA provides eligible persons such as consumers and small businesses with free, fair and independent dispute resolution for financial complaints. Their contact details are:
Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne Victoria, 3001
Toll Free 1300 931 678
Fax (03) 9613 6399
Email info@afca.org.au
Website at www.afca.org.au
Lodge an online complaint at: https://www.afca.org.au/makecomplaint/complain/
Dated 18 May 2025