General

Complaints or concerns related to Count, its people or any of its group entities can be submitted to:

• Website: via our online feedback form at: Contact - Count
• Phone: 02 8218 8771
• Email: [email protected]
• Writing: Complaints Resolution (GPO Box 1453, Sydney, NSW 2001)

Financial advice complaints (Count Financial, GPS Wealth, Paragem and Merit Wealth)

Complaints about any of our Australian Financial Services Licensees (AFSLs) or authorised representatives can be submitted to:

• Phone: 02 8218 8771
• Email: [email protected]
• Writing: Count Professional Standards (GPO Box 1453, Sydney, NSW 2001)

Privacy

Complaints about privacy or the handling of personal information can be submitted to:

• Phone: 02 8218 8771
• Email: [email protected]
• Writing: Privacy Officer
• GPO Box 1453, Sydney, NSW 2001

Whistleblower reporting

Whistleblowing reports can be submitted to:

• Phone: 02 8218 8771
• Email: [email protected]
• Writing: Protection Officer or Executive Champion (GPO Box 1453, Sydney, NSW 2001)

Or through our independent whistleblowing service below

• Telephone:1300 924 705 
• Email: [email protected]
• Post:    Count Limited C/Fraud and Forensic Consulting  GPO Box 4736,  Melbourne, VIC 3001

1. Acknowledge

We'll confirm we've received your complaint, generally within one business day.

2. Assess and investigate

We'll look into your complaint and try to resolve it quickly, and if it takes longer than expected, we'll keep you updated and provide a written response.

3. Respond and resolve

We'll work with to resolve the complaint and find a fair outcome. For complaints relating to financial services or privacy, we will provide a final response within 30 calendar days of receiving your complaint. If we are unable to do so, we will keep you informed and explain your escalation options.  

Financial Services Complaints

If you are not satisfied with our response, or if your financial services complaint is not resolved within 30 calendar days, you may escalate the matter to the Australian Financial Complaints Authority (AFCA). AFCA provides a free, fair and independent dispute resolution service.

• Website: www.afca.org.au
• Email: [email protected]
• Phone: 1800 931 678 (free call)
• Address: GPO Box 3, Melbourne, VIC, 3001

Our following entities are members of AFCA: 

• Count Financial Ltd (AFCA Member No: 10332)
• DWA Managed Accounts (AFCA Member No: 12486)
• GPS Wealth (AFCA Member No: 10250)
• Paragem (AFCA Member No: 12300)
• Merit Wealth (AFCA Member No: 27958)

Generally, AFCA will expect that you have initially raised your complaint with us directly and attempted to reach a resolution.

Privacy Complaints

If you are not satisfied with our response, or if we are unable to resolve your privacy complaint within 30 calendar days, you may escalate the matter to the Office of the Australian Information Commissioner (OAIC).

• Website: www.oaic.gov.au
• Phone: 1300 363 992
• Postal address: GPO Box 5288, Sydney NSW 2001

Authorising someone to help you

If you need assistance in making a complaint, you may request the help of a family member, friend, or representative. Please note that we will require your permission to speak to this person on your behalf.

TTY number

Type telephone service for people who are deaf, hard of hearing or have a speech disorder.

• Call 133 677 then ask for 13 2221

SMS relay

Relay service for people who are deaf, hard of hearing or have a speech disorder.

• Text 0423 677 767

For more info, visit the National Relay Service. You’ll need to register with the NRS before using their service.

Voice relay number

Voice relay service for people who have a speech disorder.

• Call 1300 555 727 then ask for 13 2221

Interpreter services

If English isn’t your first language, you can access a free interpreter service through Translating and Interpreter Services. This service is provided by the Department of Home Affairs and is available in over 150 languages.