Complaints
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If something hasn't gone the way it should, we want to know about it — directly, and early. Complaints are handled by a director, not routed into a queue.
How to raise a concern
- Phone: 03 7047 9370
- Email: admin@influxfinancial.com.au (subject line "Complaint" helps us prioritise it)
Tell us what happened, when, and what outcome would put it right for you.
What happens next
- We acknowledge your complaint promptly — typically within one business day.
- A director investigates and may contact you for further details.
- We aim to resolve complaints quickly and will provide a written response within the timeframes required by ASIC's dispute-resolution rules (generally no later than 30 days).
If you're not satisfied
If we can't resolve your complaint, or you're unhappy with our response, you can take it to the Australian Financial Complaints Authority (AFCA) — a free, independent external dispute resolution scheme:
- Website: afca.org.au
- Phone: 1800 931 678 (free call)
- Mail: GPO Box 3, Melbourne VIC 3001
[OWNER TO CONFIRM: AFCA membership number — required before this page goes live.]
Privacy-related complaints
Concerns about how we've handled your personal information follow the same process; if unresolved, you can also contact the Office of the Australian Information Commissioner (oaic.gov.au).