Complaints

1. Our Commitment to You

At ARC Capital Venture (Australia) Pty Ltd, we are committed to providing high-quality service. However, we understand that concerns may arise. If you are dissatisfied with any aspect of our service, we welcome the opportunity to address your concerns promptly, fairly, and transparently.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction made to us, whether orally or in writing, about our products, services, staff, or handling of personal information, where a response or resolution is explicitly or implicitly expected.

3. How to Lodge a Complaint

You can submit a complaint through any of the following channels:

Email: complaints@arc-capital.com
Phone: +61 3 9998 0440
Local Call: 1300 764 230

Mail:
Compliance Team
ARC Capital Venture (Australia) Pty Ltd
Level 27, 101 Collins Street
Melbourne VIC 3000, Australia

You may also speak directly to your advisor or relationship manager.

4. What Happens Next?

• Acknowledgement: We will acknowledge receipt of your complaint within 24 to 48 hours (business days).
• Investigation: Your complaint will be reviewed by our Compliance Team or an appropriate internal delegate not directly involved in the matter.
• Response: You will receive a written response within 30 calendar days, outlining the outcome and any proposed resolution.

If we are unable to resolve your complaint within this timeframe, we will contact you with an update and explain the delay.

5. External Review: AFCA

If you are not satisfied with our response, or if we do not respond within the required time, you may escalate your complaint to the Australian Financial Complaints Authority (AFCA) an independent, external dispute resolution body.

AFCA Contact Details:
Website: www.afca.org.au
Phone: 1800 931 678
Email: info@afca.org.au
Mail: GPO Box 3, Melbourne VIC 3001

6. Supporting Information

Please include as much detail as possible in your complaint to assist with our investigation, such as:

• Your full name and contact details
• The nature of your concern
• Relevant dates and names of any ARC representatives involved
• Any supporting documents (e.g., emails, statements, or agreements)

7. Our Assurance

Lodging a complaint will never result in bias, disadvantage, or adverse treatment. Your feedback helps us improve and uphold the highest standards of service and compliance.