BWP Management Limited, as responsible entity for the BWP Trust (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:
The complaints handling procedure documented below refers to complaints received by BWPM.
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:
Upon receipt of a written complaint, BWPM must record the complaint and the date it was received in a register maintained for that purpose. BWPM must then notify the complainant within 5 business days that the complaint has been received and that it is being considered. In some cases, BWPM 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.
BWPM must notify the complainant in writing of BWPM'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 BWPM 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 12, 717 Bourke Street, Docklands, Victoria. FOS can be contacted either by telephone on 1800 367 287, by facsimile on (03) 9613 6399, by mail at GPO Box 3, Melbourne, VIC, 3001, by email at firstname.lastname@example.org, 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.