Member Complaint Management Policy

Purpose of this policy

The purpose of this policy is to outline Portfolio Construction Forum’s approach to handling negative feedback and complaints from Members. The policy draws on the NSW Australia Ombudsman’s “Effective complaint handling guidelines” and has been developed to complement the Forum’s existing Member service processes.

Scope of this policy

This policy applies to Negative Feedback, Complaints and Systemic Issues received from Portfolio Construction Forum Members.

Principles

The Forum’s Complaints Handling Policy is based on three principles:

  1. Continuous Improvement – Complaints provide the Forum with valuable information ...

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