Your Voice Matters—Here’s
How to Raise a Concern

We take every complaint seriously and are committed to resolving issues fairly, efficiently, and in line with Australian regulatory standards.

Introduction

We’re Listening—And We’re Here to Help

At AAA Private Wealth Advisors, we strive to deliver exceptional service, professional advice and a consistently positive experience for every client. However, we acknowledge that from time to time, things may not go as expected.

If you’re dissatisfied with any part of our service—whether it’s a communication issue, a product concern or a service shortfall—we want to know. Your feedback helps us learn, improve and ensure we meet our high standards.

This page outlines our complaints handling process in line with regulatory requirements from the Australian Securities and Investments Commission (ASIC) and the Australian Financial Complaints Authority (AFCA). Our aim is to resolve matters promptly and respectfully, and ensure you feel heard every step of the way.

What Constitutes a Complaint?

If Something’s Not Right, You’re Entitled to Speak Up

A complaint is any expression of dissatisfaction—whether written or verbal—about a service, product, communication, or conduct by AAA Private Wealth Advisors or one of our representatives.

You might have a complaint if you feel:

  • You were given incorrect or incomplete information
  • You experienced delays or unresponsiveness
  • Your concerns were not adequately addressed
  • A product or service didn’t meet your expectations
  • There was a mistake or issue with an investment or transaction

Regardless of the nature or scale of your concern, we take all complaints seriously and aim to resolve them with professionalism and fairness.

How to Lodge a Complaint

We Offer Multiple Ways to Get in Touch

You can lodge a complaint by contacting us via any of the following channels:

  • Phone: Call our Client Services Team on 08 625 60675
  • Email: Send your complaint to complaints@aaapwa.com
  • Mail: Complaints Officer, AAA Private Wealth Advisors, 7/2 Mill Street, Perth WA 6000, Australia
  • Online: Use our contact us form and select “Complaint or Concern” from the dropdown menu.

To help us resolve your issue quickly, please include as much detail as possible, such as:

  • Your full name and contact details
  • Description of the issue and when it occurred
  • Any supporting documents or screenshots
  • The outcome you’re seeking

If you need help submitting a complaint—for example, due to language or accessibility needs—please let us know. We’ll make reasonable accommodations to assist you.

What Happens After You Submit a Complaint

Our Process, Step by Step

Once we receive your complaint:

  • Acknowledgement: We’ll confirm receipt of your complaint—usually within one business day.
  • Assessment: A member of our compliance or complaints team will investigate the issue. This may involve reviewing records, speaking with relevant staff, and assessing our internal procedures.
  • Resolution: We aim to resolve complaints within 30 calendar days. In more complex cases, we’ll keep you updated on our progress and provide an estimated timeframe.
  • Outcome Notification: We’ll communicate our decision in writing, clearly outlining:
    • The findings of our investigation
    • Any actions we’re taking
    • Your options if you remain dissatisfied

If You’re Not Satisfied with Our Response

You Can Escalate Your Complaint to AFCA

If we’re unable to resolve your complaint to your satisfaction, or if 30 days have passed and you haven’t received a final response, you have the right to escalate the matter to the Australian Financial Complaints Authority (AFCA).

AFCA is a free, independent dispute resolution service for financial services clients.

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

You must lodge your complaint with AFCA within the timeframes outlined in their rules, generally within two years of receiving our final decision.

Our Commitment to Fairness

Compliance, Care and Continuous Improvement

We are committed to handling complaints in line with:

  • The ASIC Regulatory Guide 271 (RG 271)
  • The Australian Privacy Principles (APPs)
  • Internal dispute resolution best practices

We regularly review complaints trends and outcomes to improve our services, train our team, and identify areas of risk or client dissatisfaction.

Accessibility and Special Assistance

We’re Inclusive and Accommodating

If you need assistance due to a disability, language barrier or any other reason, we’re here to help. We can arrange for:

  • Interpreting or translation services
  • Alternate formats such as large print
  • A nominated representative to act on your behalf

Just let us know what support you need when submitting your complaint.

Need Help? We’re Just a Call Away

Let’s Work Together to Resolve Your Concern

At AAA Private Wealth Advisors, we believe in honest communication, swift action and doing right by our clients. Whether it’s a minor issue or a significant concern, your feedback is invaluable.

We’re committed to making things right—and learning from every opportunity to improve.