Complaints Handling Process

We are committed to providing quality advice to our clients. This commitment extends to providing accessible complaint resolution mechanisms for our clients. If you are dissatisfied with a product or service, please contact us and we will aim to acknowledge your complaint within 1 business day of receiving it and do our best to resolve it quickly and fairly.
You can contact Avoca’s Complaints Officer via:

PO Box 284 Wembley WA 6913
(08) 9387 8588
manager@avoca.com.au

We also have a Complaints Guide which provides information about how to access and what to expect from our complaints handling process.

Avoca is a Steadfast Network Broker member and as such, we have access to the “Steadfast Customer Advocacy service.” This free service provides a means to obtain proactive support, advice and assistance in the event of a complaint. It provides our clients with an advocate to present any issues where we have not met a client’s expectations of our services.

If a complaint is not able to be resolved by us directly, we encourage our clients to reach out to the Steadfast Customer Advocacy service for further assistance.
The service is available to assist Steadfast Network Brokers’ clients either directly, with the assistance of one of our brokers or in conjunction with our complaints manager.

Contact:      Catherine Pettitt, Customer Advocacy Manager, Steadfast Group Ltd
Phone:         (02) 9495 6509
Email:           customeradvocacy@steadfast.com.au

We are a member of the Australian Financial Complaints Authority (AFCA), an external disputes resolution scheme who provides independent financial services complaints resolution services which is free to consumers. If your complaint cannot be resolved to your satisfaction by us within 30 days you have the right to refer the matter to the AFCA. The AFCA can be contacted at:

GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au