0413 313 100

c

Complaints Policy

Auxilliam Pty Ltd (Auxilliam, we, us and our) is committed to providing exceptional customer service. We value your feedback and view complaints as an opportunity to improve our products, services, and processes. 

Auxilliam is a corporate authorised representative (AR 001321311) of ARC Wealth Pty Ltd, AFSL 243270 (Licensee). The Licensee is a member of the Australian Financial Complaints Authority (AFCA).

What is a Complaint? 

A complaint is an expression of dissatisfaction made to or about our organisation, related to our products, services, staff, or the handling of a complaint itself, where a response or resolution is explicitly or implicitly expected or legally required.

How to Make a Complaint 

Making a complaint is simple and straightforward. You can lodge a complaint through the following channels:

  • Phone: 0413 313 100
  • Email: karen@auxilliam.au
  • Mail: PO Box 421, Northbridge NSW 1560

If you need assistance in lodging a complaint, please contact us. We can arrange for the policy in alternative languages upon request.

What to Include in Your Complaint 

To help us address your concerns efficiently, please include:

  • Your name and contact details
  • Details of your complaint
  • Any relevant documentation or information
  • Your preferred resolution
  • We will acknowledge receipt of your complaint within one business day of receiving it, or as soon as practicable. 
  • We will investigate your complaint thoroughly and inform you of progress.
  • If your complaint is not satisfactorily resolved within five (5) days, we are required to provide an internal dispute resolution (IDR) response to you in writing, explaining the outcome of your complaint and the reasons for the outcome. We will generally provide an IDR response to you within thirty (30) days.
  • If we need more time because the complaint is complex in nature or there is a delay resulting from circumstance outside our control, we will explain why, provide an expected resolution date and provide you with AFCA’s contact details.

AFCA Escalation Process

If you are not satisfied with the outcome of your complaint, you may escalate it to AFCA quoting the Licensee’s details as the financial firm. 

Australian Financial Complaints Authority (AFCA)
Mail: GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678 
Website: https://www.afca.org.au/make-a-complaint
Email: info@afca.org.au   

Last Updated: September 2026