Terms & Conditions
What is Mont Partners Complaints Policy?
Mont Partners Pty Ltd and its representatives (we, our or us) value your feedback. We understand that issues might arise from time to time that can cause our clients dissatisfaction. If at any time you are dissatisfied with us or our services, please contact and provide us with your concerns and feedback, and allow us the opportunity to remedy the matter where this is appropriate and possible.
How to make a complaint?
You can provide us with your feedback or complaint by contacting us as follows:
In writing to:
Compliance Manager
Mont Partners Pty Ltd
106 Burswood Road, Burswood WA 6100
Email: admin@montpartners.com.au
Phone: 08 6148 5155
Whichever lodgement method you choose to lodge your complaint, please provide us with your full name, contact details and as many details as possible regarding your complaint.
If you are experiencing difficulties and need additional assistance/support in lodging your complaint, please contact our Complaints Officer, who will help you work through our complaints process.
How will we treat your complaint?
When we receive your complaint, we will:
- acknowledge your complaint within one business day of receipt or as soon as reasonably practicable ;
- assess and investigate the matter(s) raised in your complaint;
- keep you informed of the progress of your complaint at key stages of the complaints handling process; and
- provide you with a written response that will explain our investigation, decision, and reasons for our decisions once our investigation is complete.
How long will it take us to treat your complaint?
Generally, we will provide you with a response no later than 30 calendar days after receiving your complaint.
In some cases, a different time frame may apply where the resolution of your complaint is particularly complex, or there are circumstances beyond our control causing complaint management delays. Where this is the case, we will provide you with a delay notification which will inform you of the reasons for the delay and your rights to escalate the matter to the Australian Financial Complaints Authority (AFCA) if you are dissatisfied.
How to access and contact AFCA?
We are a member of AFCA. AFCA is an independent dispute resolution scheme available to consumers. If we have not resolved your complaint to your satisfaction or issue you with a delay notification, you can lodge your complaint with AFCA.
AFCA contact details:
Postal Address: GPO Box 3, Melbourne VIC 3001
Telephone: 1800 931 678 (free call)
E-mail: info@afca.org.au
Web Address: www.afca.org.au
What is Mont Partners CPD Policy?
CPD POLICY
1. OVERVIEW
Mont Partners has an obligation to ensure that all representatives are adequately trained, and are competent, to provide those financial services: section 912A(1)(f) of the Corporations Act 2001.
Additionally, Mont Partners has an obligation to ensure that all Relevant Providers meet the requirements for continuing professional development (“CPD”) set by the Financial Adviser Standards and Ethics Authority Limited (“FASEA”): section 921B(5) of the Corporations Act 2001. The mandatory CPD requirements are outlined in the Corporations (Relevant Providers Continuing Professional Development Standard) Determination 2018. This CPD Policy addresses Mont Partners’s policy on training of its Relevant Providers.
A relevant provider (“Relevant Provider”) is an individual authorised to provide personal advice to retail clients in relevant financial products. Relevant financial products are all financial products except basic deposit products, general insurance products, consumer credit insurance or a combination of any of these products.
2. POLICY STATEMENT
Mont Partners ensures that all Relevant Providers are competent in their roles. A Relevant Provider’s qualifications are initially assessed as part of the Recruitment Policy. Refer to Mont Partners’s Recruitment Policy for further details.
Mont Partners’s CPD year is between 1 July and 30 June (“CPD Year”). Each Relevant Provider is required to have a CPD Plan that complies with the FASEA standards prior to the start of each CPD Year. A copy of the CPD Plan is to be provided to Mont Partners. Mont Partners is responsible for ensuring that each Relevant Provider complies with the CPD Plan.
Mont Partners will assess and approve at least 70% of all CPD activities undertaken by Relevant Providers. The procedure for the approval process is included below.
Relevant Providers who are members of industry associations are required to meet the associated training requirements for those industry associations and to maintain appropriate records.
A Relevant Providers who is also a registered tax (financial) adviser must also obtain a minimum of 60 hours of CPD over a 3 year period, generally in line with the relevant provider’s registration period with the Tax Practitioners Board (“TPB”). The TPB considers that at least 7 hours of relevant CPD should be completed in any given year.
Non-Advice Providers are provided with on-the-job training but will not be required to have a formal training plan. Where there is a gap in skills or knowledge of the non-Advice Provider, further training will be provided either internally or externally.