As part of our commitment to unit and security holders we have in place an internal dispute resolution mechanism which is designed to meet the requirements of the Corporations Act and our Australian Financial Services Licences. Our process complies with the key principles of the Australian Standard AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organisations, and the Australian Securities and Investments Commission's Regulatory Guide 165 - "Licensing: Internal and external dispute resolution".
The following is a summary of the steps you can take if you have a complaint:
- Contact us and explain the problem (contact details are shown below). If you use an intermediary such as a financial planner or broker they can convey the complaint to us on your behalf.
HOW YOU CAN LODGE A COMPLAINT
In most cases your complaint can be dealt with over the phone. You can talk with a customer service representative by calling the relevant number shown next to the trust below or write to us. Contact details are provided below.
We will strive to resolve your complaint as quickly as possible and in any event within 45 days from receipt. If we believe there is anything that may prevent this from happening we will notify you. If we have not resolved your complaint within 45 days or you are unhappy with the outcome you may wish to contact the appropriate external dispute resolution service.
WHO IS THE EXTERNAL DISPUTE RESOLUTION SERVICE
If you are not satisfied with the resolution of your complaint you may wish to contact an independent dispute resolution service. All responsible entities within Brookfield Multiplex are members of the Financial Ombudsman Service ("FOS"), the contact details for which are provided below.
Financial Ombudsman Service
GPO Box 3
Melbourne VIC 3001
Phone: 1300 78 08 08 or +61 3 9613 7366
Fax: +61 3 9613 6399
Website: http://www.fos.org.au/
THIS GUIDE IS ISSUED IN RELATION TO THE FOLLOWING PRODUCT ISSUERS
Brookfield Multiplex Funds Management Limited ACN 105 371 917
Multiplex Capital Investments Limited ACN 096 295 233
Multiplex Capital Management Limited ACN 094 936 866
Multiplex Capital Securities Limited ACN 103 736 081
Multiplex Property Funds Management Limited ACN 104 643 629
HOW TO CONTACT US
For assistance please call the number listed next to the scheme shown below or your adviser.
Multiplex Acumen Property Fund
Registry: Link Market Services Ltd
Locked Bag A14
Sydney South NSW 1235
Telephone: 1800 685 455
Overseas: +61 (3) 9615 9664
Fax: +61 (0)8 9323 2033
ARSN: 104 341 988
Multiplex Diversified Property Fund
Registry: Registries Limited
PO Box, R67 Royal Exchange,
Sydney, NSW 1223
Telephone: 1800 766 011
Facsimile: 02 9279 0664
ARSN: 123 897 630
Multiplex European Property Fund
Registry: Link Market Services Ltd
Locked Bag A14
Sydney South NSW 1235
Telephone: 1800 685 455
Overseas: +61 (3) 9615 9664
ARSN: 124 527 206
Multiplex Development and Opportunity Fund
Registry: Registries Limited
PO Box, R67 Royal Exchange,
Sydney, NSW 1223
Telephone: 1800 766 011
Facsimile: 02 9279 0664
ARSN: 100 563 488
Multiplex New Zealand Property Fund
Registry: Registries Limited
PO Box, R67 Royal Exchange,
Sydney, NSW 1223
Telephone: 1800 766 011
Facsimile: 02 9279 0664
ARSN: 110 281 055
Multiplex Property Trust
Registry: Link Market Services Ltd
Locked Bag A14
Sydney South NSW 1235
Telephone: 1800 685 455
Overseas: +61 (3) 9615 9664
ARSN: 106 643 387
Multiplex SITES Trust
Registry: Link Market Services Ltd
Locked Bag A14
Sydney south NSW 1235
Telephone: 1800 685 455
Overseas: +61 (3) 9615 9664
ARSN: 111 903 747
Multiplex Prime Property Fund
Registry: Link Market Services Ltd
Locked Bag A14
Sydney south NSW 1235
Telephone: 1800 685 455
Overseas: +61 (3) 9615 9664
ARSN: 110 096 663
Onyx Property Trust
Registry: Brookfield Multiplex Capital
+ 61 (2) 9256 5700
ARSN: 087 393 646
Multiplex Property Income Fund
Registry: Registries Limited
PO Box, R67 Royal Exchange,
Sydney, NSW 1223
Telephone: 1800 766 011
Facsimile: 02 9279 0664
ARSN: 117 674 049
To lodge a written complaint you can write to the following address:
The Complaints Manager
Brookfield Multiplex Limited
GPO Box 172
Sydney NSW 2001