Dispute Process

At Original Wealth Pty Ltd, we strive to deliver exceptional service to all our clients. If you are dissatisfied with any aspect of our service, we have an Internal Dispute Resolution (IDR) process in place to ensure your concerns are managed promptly, honestly, and fairly.

Original Wealth Pty Ltd is authorised to provide credit services under Australian Credit Licence number 563979.

How to Lodge a Complaint

If you wish to raise a concern, you can contact our team through the following channels:
Complaints Officer
Name: Hannah Chao
Phone: 03-9075-0000
Email: info@originalwealth.com.au
Mail:
Original Wealth Complaints Officer
Ground Floor, Building 3, 540 Springvale Road, Glen Waverley, VIC 3150

If You’re Not Satisfied

Should you be unhappy with the outcome of our investigation, you have the right to escalate your complaint to the Australian Financial Complaints Authority (AFCA), of which we are a member (membership number 73376):

• Phone: 1800 931 678 (free call)
• Email: info@afca.org.au
• Post: GPO Box 3 Melbourne Vic 3001
• Website: www.afca.org.au

Staff Awareness and Complaint Handling

All team members and consultants who interact with clients are trained and informed about how to escalate complaints appropriately. They are aware of the contact details of the Complaints Officer and Deputy Complaints Officer, and are instructed on how to document and refer complaints if these officers are unavailable.

There is no charge for lodging a complaint.

Complaint Investigation Process

To maintain impartiality, any complaint will not be handled by a staff member who is personally involved in the matter.

Response Timelines

• We will acknowledge your complaint in writing within five (5) business days, unless it is resolved sooner.
• We aim to provide a final written response within thirty (30) days.
• For complaints involving urgent matters (e.g. hardship requests or default notices), a response will be issued within twenty-one (21) days.

If your complaint involves a third party (such as a lender), we may refer you to them directly. Should we be unable to meet the specified timeframes, we will notify you of the delay and inform you of your right to contact AFCA.

A complaint is considered resolved once we have:

• Accepted it and offered a remedy, or
• Provided a rejection along with reasons.

Our Written Response

Our formal response will explain the outcome and the reasoning behind our decision, referencing relevant legislation, industry codes, or internal policies wherever appropriate.

Possible Remedies

When a complaint is upheld, we may offer:

• Non-financial remedies
• Financial compensation for direct losses

In determining the remedy, we consider:

• The nature and extent of the loss
• Legal standards
• AFCA guidelines
• MFAA Code of Practice
• Principles of fairness and best practice

Recording and Reviewing Complaints

We maintain detailed records of all complaints, including:

• Type and subject matter
• Resolution outcome
• Time taken to resolve

This helps us identify trends and improve our processes. Where legally appropriate, we will share complaint data with relevant regulatory bodies such as AFCA or ASIC.