Our commitment to you
At DASH Technology Group (DASH), 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.
Contact us
You can contact us by:
When you make a complaint
Our aim is to resolve your complaint at first contact, or within the timelines stated below. If we’re unable to resolve at your first point of contact, we’ll let you know and will then refer your complaint to our dedicated team.
Standard Complaints: No later than 30 calendar days after receiving the complaint.
Traditional Trustee Complaints: No later than 45 calendar days after receiving the complaint.
Superannuation Trustee Complaints (excluding complaints about death benefit distributions): No later than 45 calendar days after receiving the complaint.
Complaints About Superannuation Death Benefit Distributions: No later than 90 calendar days after the expiry of the 28 calendar day period for objecting to a proposed death benefit distribution referred to in s1056(2)(a) of the Corporations Act.
Communicating with you
A dedicated team member will send a complaint acknowledgment to you within 24 hours (or one business day) and will then work to find a solution for you. A team member 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.
If you are still unhappy
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 provides a free and independent service to resolve complaints by consumers and small businesses about financial firms (e.g., banks), where that complaint falls within AFCA’s terms of reference. The contact details for AFCA are set out below.
Under the Privacy Act 1988 (Cth) (Privacy Act) you may complain to the Office of the Australian Information Commissioner (OAIC) if you have raised a complaint with us and you’re not happy with our response or have concerns about the way we handle your personal information. The contact details for the OAIC are set out below.
