Contact us
Office hours
9.00am - 5.00pm (AEST)
Monday to Friday
Phone
03 9663 2000
FCVic Office: [email protected]
FCVic Board: [email protected]
Address
Wurundjeri Country
Level 6, 179 Queen Street
Naarm (Melbourne) VIC 3000
Feedback and complaints
We welcome feedback and will handle complaints in a fair and open way. In general, feedback is welcome through use of the online contact form, or by email, phone call or letter. Complaints as a particular form of feedback will be acted on promptly in accordance with our policy and the processes outlined below.
Every reasonable effort will be made by FCVic to resolve complaints it receives to the satisfaction of everyone involved. If you make a complaint, you can expect that we will:
- treat you with respect
- tell you what to expect while your complaint is being looked into
- carry out the complaint handling process in a fair and open way
- provide reasons for decisions that are made
- protect your privacy
Our complaints policy outlines the principles for management of complaints and provides guidelines to help our staff and Board respond to complaints received.
Our services are predominantly in the provision of professional development and training, and communications with the sector. Members or stakeholders can make a complaint to FCVic if they are dissatisfied with some aspect of a service we provide. Anonymous complaints will be accepted and investigated as far as possible.
When you make a complaint we will acknowledge receipt of it and explain:
- what will happen while the complaint is being dealt with
- who will deal with the complaint
- what will happen next, such as when you are likely to be contacted again.
If the complaint is simple then it may be resolved immediately. Where the complaint is about a more difficult matter it may take longer to resolve. Once the complaint is resolved as far as possible, you will be informed of the outcome.
If you are not happy with the outcome of the complaint, you can take your complaint to the FCVic Board and request a Board review of the matter.
Making a complaint against a Victorian
financial counsellor
FCVic, as the peak body for financial counsellors in Victoria, has a responsibility to ensure that the professional practice of financial counsellors in Victoria is maintained at the highest possible standard. With this role comes the obligation for FCVic to establish appropriate processes to address complaints in relation to professional standards issues raised by a client, or other stakeholder.
The FCVic Board has adopted the Professional Conduct (including Appeals) Policy, as required by clause 10 of the FCVic Constitution to deal with professional conduct complaints. The policy outlines the process that FCVic will follow to resolve professional conduct complaints.
Please contact FCVic via the contact details listed above if you wish to have a confidential conversation regarding professional conduct issues of a Victorian financial counsellor.