This section relates to complaints by BWP unitholders and their rights or entitlements as unitholders.

Customer complaints relating to the Bunnings Warehouse home improvement business, the operation of one of the Bunnings Warehouse stores or any of the products or services available from Bunnings Warehouse stores, you will need to contact Bunnings Group Limited at www.bunnings.com.au

Overview

BWP is committed to administering an effective dispute resolution system whereby any unitholder complaints can be resolved in a timely manner.

Complaints made in regard to BWP should be directed to:

• Bunnings Property Management Ltd (BPML), the responsible entity of BWP.

The complaints handling procedure documented below refers to complaints received by BPML.

Procedure

Where the initial contact is by telephone and unable to be resolved immediately, a complainant will be asked to lodge their complaint in writing together with copies of all relevant documents.

Written complaints may be received:

1. by post to:
   The General Manager – Bunnings Property Management Limited
   Grant Gernhoefer
   Level 6, Wesfarmers House
   40 The Esplanade
   Perth Western Australia 6000
2. by fax to:
   The Manager
   (08) 9327 4344
3. or by e-mail to:
   The Manager
   GGernhoefer@bwptrust.com.au

Upon receipt of a written complaint, BPML must record the complaint and the date it was received in a register maintained for that purpose. BPML must then notify the complainant within 5 business days that the complaint has been received and that it is being considered. In some cases, BPML may require additional information from the complainant in order to properly assess the complaint. If requested, the complainant must provide the additional information within 10 business days from the date of receiving the request.

The complainant is entitled to withdraw their complaint at any time before a decision regarding the complaint has been made.

BPML must notify the complainant in writing of BPML’s decision regarding the complaint within 30 business days of receipt of the complaint. A complainant may request reasons for the decision, which must then be supplied by BPML within 10 business days.

Should a complainant be dissatisfied with the decision they are entitled to take the matter up with the Financial Ombudsman Service (FOS), an external and independent industry complaint handling scheme. FOS is located at Level 5, 31 Queen Street, Melbourne, VIC.  FOS can be contacted either by telephone on 1300 780 808, by facsimile on (03) 9613 6399, by mail at GPO Box 3, Melbourne, VIC, 3001, by email at info@fos.org.au, or by visiting their website at www.fos.org.au.

Under the terms of the BWP Constitution, a complainant must participate in alternate dispute resolution procedures before the dispute can be brought in any proceedings before a court.