Blog
Complaints

Complaints

If you have a complaint about the service provided by us you should:

1. Let us know your concerns. We value your feedback and the opportunity to improve our service. In the first instance, please let us know your concerns. Alternatively, you can email or write setting out details of your complaint to:

The Complaints Manager, Infocus Securities Australia Pty Ltd (Infocus).

Email: support@infocus.com.au;

or Post: PO Box 1856, Sunshine Plaza QLD 4558;

or Telephone (07) 5406 5000.

2. Outline the specific areas of service, which have not met with your satisfaction. Detail in your letter, as simply as possible, all the facts relating to your complaint and how you believe we can investigate and resolve this matter to your satisfaction.

3. Infocus will investigate your complaint and will make every effort to ensure you receive a fair and prompt reply. Infocus will endeavour to resolve your complaint within 30 business days. We will keep you informed of what is happening to your complaint if this investigation cannot be resolved within this time.

4. If you still do not get a satisfactory outcome, you have the right to take the complaint to an external dispute resolution scheme.

Infocus is a member of the external complaints resolution scheme operated by the Australian Financial Complaints Authority (AFCA). AFCA provide free advice and assistance to customers not satisfied with the responses provided by member companies to their complaints. AFCA may undertake an independent external investigation of the complaint or enquiry. Member companies like Infocus are bound by any decisions made by AFCA.

You can write to the Australian Financial Complaints Authority:

Online: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678

Mail: Australian Financial Complaints Authority

GPO Box 3

Melbourne VIC 3001


Disclaimer

This site is provided by Roseville Consultants Pty Ltd on an “as is” basis. Roseville Consultants Pty Ltd makes no representations or warranties of any kind express or implied, as to the operation of the site or the information, content, materials, or products included on this site.

To the full extent permissible by applicable law, Roseville Consultants Pty Ltd disclaims all warranties, express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose. Roseville Consultants Pty Ltd will not be liable for any damages of any kind arising from the use of this site, including, but not limited to direct, indirect, incidental, punitive, and consequential damages.

This site is created and controlled by Roseville Consultants Pty Ltd in New South Wales, Australia. As such, the laws of New South Wales and Australia will govern these disclaimers, and terms and conditions, without giving effect to any principles of conflicts of laws. We reserve the right to make changes to our site and these disclaimers, and terms and conditions at any time.

Should you choose to act on any of the information included in the website, you accept all risks and responsibility for losses, damages, costs and other consequences resulting directly or indirectly from using this site and any information or material available from or through it to the maximum permitted by law.

Roseville Consultants Pty Ltd limits any liability that cannot be excluded to restoring the service, re-supplying the material or refunding any amount paid to Roseville Consultants Pty Ltd for the service or material.

Any products or services provided by Roseville Consultants Pty Ltd may be modified over time.

None of the information and data contained in this website nor any opinion expressed constitutes a specific recommendation to purchase or sell a financial product, or to provide financial product advice.

Roseville Consultants Pty Ltd and its associates are not engaged in rendering any legal or professional services by placing these general informational materials on this website. We are not Licenced tax agents.

Roseville Consultants Pty Ltd makes no representations or warranties about the accuracy or completeness of the information contained on this website. Any links provided to other server sites are offered as a matter of convenience and in no way are meant to imply that Roseville Consultants Pty Ltd endorses, sponsors, promotes or is affiliated with the owners of or participants in those sites, or endorses any information contained on those sites, unless expressly stated.

Roseville Consultants Pty Ltd does not warrant or represent that the site is error-free or free from viruses or defects. You must do all that is necessary (including using virus checking software) to satisfy yourself that accessing this website will not adversely affect your computer system(s).

Roseville Consultants Pty Ltd is the copyright owner of all text and graphics contained on this website, except as otherwise indicated. Other parties’ trademarks and service marks that may be referred to herein are the property of their respective owners. You may print a copy of the information contained herein for your personal use only, but you may not reproduce or distribute the text or graphics to others or substantially copy the information on your own server, or link to this website, without prior written permission of Roseville Consultants Pty Ltd.

Permission to use and reproduce documents and related graphics available from this website is granted, provided that:

1) the below copyright notice appears in all copies and that both the copyright and this
permission notice appear;
2) use and reproduction of documents and related graphics available from this website
is limited to personal, non-commercial use;
3) no documents or related graphics, including logos, available from this website are
modified in any way; and
4) no graphics, including logos, available from this website are used separate from
accompanying text. Use or reproduction for any other purpose is expressly
prohibited by law, and may result in civil and criminal penalties. Violators will be prosecuted to the maximum extent possible.

If any part of this disclaimer is held to be invalid, unenforceable or illegal for any reason, the remaining parts of the disclaimer shall nevertheless continue in full force.

This site is only relevant to Australian residents.



Terms & Conditions

These are the terms and conditions for use of this site and access to the information contained on this site.

Infocus Securities Australia Pty Ltd, its authorised representatives and other members of the Infocus group of companies:

(a) do not give any warranty or make any representation as to the accuracy, reliability, completeness or security of the information contained on this site and as to changes in circumstances after the date of publication that may impact on the accuracy of the information;

(b) may change and update the information from time to time;

(c) make no representation in relation to, and are not responsible in any way, for the content of any other site you access via this site; and

(d) own the copyright in the information on this site.

  • Any trade marks appearing on this site are the trade marks of a member of Infocus Securities Australia Pty Ltd, its authorised representatives and other members of the Infocus group of companies or a third party. Users must not use or reproduce any of the trademarks that appear on this site.
  • Users of this site must not:

(a) do anything to alter or modify the information on this site;

(b) use the material on this site for any purpose other than as a source of information for personal use unless authorised to the contrary;

(c) distribute, copy or otherwise reproduce in any way any of the material available from this site unless it is expressly authorised;

(d) post any material which is defamatory, in breach of copyright, in breach of the Trade Practices Act or otherwise in any way unlawful or inappropriate.

  • Users can print a hard copy of material on this site for their personal use only other than material where this is prohibited by a notice to that effect on this site.
  • The information contained on this site is made available to residents of Australia and its territories and is not intended to be a recommendation, offer or invitation to take up securities or other investments.
  • Infocus Securities Australia Pty Ltd, its authorised representatives and other members of the Infocus group of companies are not liable in any way to any person for any loss, damage, cost or expense incurred as a result of the material contained on this site or from unauthorised access to, or any misuse of this site including, without limitation, any negligence by Infocus Securities Australia Pty Ltd, its authorised representatives and other members of the Infocus group of companies.
  • All references on this site to “$” or “dollars” are references to Australian currency unless otherwise stated.
  • Users of this site agree to indemnify Infocus Securities Australia Pty Ltd, its authorised representatives and other members of the Infocus group of companies from all liability, cost and expense, (including legal fees) arising directly or indirectly from the use or distribution by any person of material placed on the site by the user or from the alteration, modification of or addition to material on the site by the user.
  • Infocus Securities Australia Pty Ltd, its authorised representatives and other members of the Infocus group of companies do not endorse and are not responsible for information, feedback, questions or comments placed on this site by third parties. Infocus Securities Australia Pty Ltd, its authorised representatives and other members of the Infocus group of companies can reproduce, use, disclose and distribute the information to others in their absolute discretion.
  • Links to other sites are provided for your convenience only. Any such links do not constitute or imply endorsement or recommendations of any other company, product or service or any affiliation between Infocus Securities Australia Pty Ltd, its authorised representatives and other members of the Infocus group of companies and other organisation (unless otherwise expressly stated). Infocus Securities Australia Pty Ltd, its authorised representatives and other members of the Infocus group of companies does not control and is not responsible or the content of any other site accessed via this site.
  • You consent to Infocus Securities Australia Pty Ltd, its authorised representatives and other members of the Infocus group of companies monitoring your use of this site.

 


Privacy Policy

We recognise the importance of protecting the privacy of information collected about visitors to our sites, in particular information that is capable of identifying an individual (“personal information”). This Internet Privacy Policy governs the manner in which your personal information, obtained through the web site, will be dealt with. This Privacy Policy should be reviewed periodically so that you are updated on any changes.

Your Personal Information
Personal information about visitors to our sites is collected only when knowingly and voluntarily submitted. For example, we may need to collect such information to provide you with further services or to answer or forward any requests or enquiries. It is our intention that this policy will protect your personal information from being dealt with in any way that is inconsistent with applicable privacy laws in Australia.

How We Collect Personal Information
In the course of providing our services, we collect personal information in a variety of ways. For example, information is collected when you: ask to be placed on one of our mailing lists, it is in the interests of public safety to do so; apply for a job with us; make an enquiry about our services; visit our web site; or become a client or debtor of the company.

How we use the information we collect
Personal information that visitors submit to our sites is used only for the purpose for which it is submitted unless we disclose other uses in this Internet Privacy Policy or at the time of collection. Copies of correspondence sent from the web site, that may contain personal information, are stored as archives for record-keeping and back-up purposes only. You should be aware that we may use your email address to contact you in the future. We will not sell or pass on your details to third parties.

Use of the information for a secondary purpose
We may sometimes use the personal information we collect for a secondary purpose, that is, for use in a way different from the original reason for collection. We will only do this in the following circumstances:where you have consented,where the secondary purpose is directly related to the primary purpose, and you would reasonablyexpect us to use or disclose the information in such a way, orwhere we are permitted or required by law, orit is in the interests of public safety to do so.

Correcting information
You can also request that information about you be corrected or deleted. This is part of our commitment to take all reasonable steps to ensure that the information we hold about you is accurate, complete and up-to-date.

Disclosure
You should be aware that we may use your email address to contact you in the future. We will not sell or pass on your details to third parties.

Security
We strive to ensure the security, integrity and privacy of personal information submitted to our site. Unfortunately, no data transmission over the Internet can be guaranteed to be totally secure. However, we will endeavour to take reasonable steps to protect the personal information you may transmit to us or from our online products and services. Once we do receive your transmission, we will also make our best efforts to ensure its security on our systems. In addition, our employees and the contractors who provide services related to our information systems are obliged to respect the confidentiality of any personal information held by us. However, we will not be held responsible for events arising from unauthorised access to your personal information.

Links to other sites
We provide links to Web sites outside of our web site, as well as to third party Web sites. These linked sites are not under our control, and we cannot accept responsibility for the conduct of companies linked to our website. Before disclosing your personal information on any other website, we advise you to examine the terms and conditions of using that Web sites and its privacy statement.

Further Privacy Information
For more information about privacy issues in Australia and protecting your privacy, visit the Australian Federal Privacy Commissioner’s website.


Disclosure

Roseville Consultants Pty Ltd ABN 37 871 776 526 [t/a AF Financial ] is a Corporate
Authorised Representative of Infocus Securities Australia Pty Ltd ABN 47 097 797 049 AFSL
and Australian Credit Licence No. 236523

CONTACT
  • Hamish Ferguson
    Senior Advisor
  • 0411777474
    • Andrew Fleming
      Managing Director
      BEc MBA (Exec) CA Adv Dip FP MSAFAA
    • Tyro FinTech Hub
      Level 5, 155 Clarence St, Sydney NSW 2000
    • 0417 130 800
    General Advice Warning

    This information is of a general nature only and neither represents nor is intended to be specific advice on any particular matter. Infocus Securities Australia Pty Ltd strongly suggests that no person should act specifically on the basis of the information contained herein but should seek appropriate professional advice based upon their own personal circumstances. Although we consider the sources for this material reliable, no warranty is given and no liability is accepted for any statement or opinion or for any error or omission.