Customer Experience Matters

At Dash Technology Group (DTG), we welcome your feedback and complaints, and view them as a way of improving our offering and our customer service.

If you ever feel that ‘something isn’t right’, or are displeased with something we have done, or not done, please let us know so that we can take the opportunity to make things right.

We Are Here to Serve You

If you have a complaint or feedback, please let us know through the details provided below:

Over the phone

Please call us from anywhere in Australia on 1300 726 008.

Online

Complaints may be directed by email to: clientservices@dash.com.au.

Conversely, you can use the secure feedback form at Contact us.

Mail

Level 3, 157 Walker Street North Sydney, NSW 2060

PO Box 509, North Sydney NSW, 2060

When You Make a Complaint

Our aim is to resolve your complaint in the moment if we can or within 45 business days. If we’re unable to resolve your concern at your first point of contact, we’ll let you know and will then refer your complaint to our dedicated Customer Solutions team.

Communicating With You

A dedicated Customer Manager from our team will send a complaint acknowledgment to you within one business day and will then work to find a solution for you. Your Customer Manager will explain our complaints process to you, clarify any additional information we may need, and be your point of contact until your complaint is resolved. Your complaint will be reviewed in a fair and objective manner.

Keeping you Updated

During the assessment and investigation of your complaint, our goal is to solve your complaint with care, find a solution as quickly as possible, and help to prevent similar issues from occurring again.

We will provide you with regular progress updates and if any further information is required, we will let you know.

There are many unknowns that can impact response and resolution times, but we will always strive to meet or outperform the maximum complaint resolution timeframes that are set by law.

Providing a Resolution

Our goal is to provide an outcome to your complaint that is timely, transparent, and fair. We will also let you know the outcome of your complaint in writing.

Throughout the process, we will also take the opportunity to recommend changes to policies, procedures, and processes.

Unhappy with the Outcome?

If you are not satisfied with our response or handling of your complaint, you can contact the external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).

AFCA is not part of WealthO2. AFCA provides a free and independent service to resolve complaints by consumers and small businesses about financial firms where that complaint falls within AFCA’s terms of reference.

The contact details for AFCA are set out below.

Australian Financial Complaints Authority:

Your Privacy

We protect the privacy and security of your information as respecting and protecting our customers’ privacy is a key part of our commitment with you.