Complaints

OUR INTERNAL DISPUTE RESOLUTION (IDR) SCHEME

We are committed to providing you with the best possible service. If at any time we have not met our obligations or you have a complaint about the service that we provide, please inform us so we can work towards a resolution. We will endeavour to deal with your complaint promptly, thoroughly and fairly. If you have a complaint, the following steps are available to you. 

In the first instance, please contact Matt Todman. 

We will acknowledge receipt of your complaint within 1 business day. If I am unable to resolve the complaint to your satisfaction within 5 business days, we will escalate the complaint to the Complaints Officer. 

You can also contact the Complaints Officer directly as detailed below: 

Name: Mark Norman 
Address: 325 Churchill Ave, Subiaco WA 6008, Australia 
Phone Number: 08 9286 6888 

Email: compliance@spfgroup.com.au

Within 30 calendar days from the date, you lodged the complaint with us, we will write to you advising you the outcome of the investigation and the reason/s for our decision, or if required, we will inform you if more time is needed to complete the investigation.