Complaints Handling

Overview

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:

  • BWP Management Ltd (BWPM), the responsible entity of BWP.

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

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:

  • by post to:
    The Managing Director - BWP Management Ltd
    Mr Michael Wedgwood
    Level 14, Brookfield Place Tower 2
    123 St Georges Terrace
    Perth Western Australia 6000
  • by fax to:
    The Manager
    (08) 9327 4344
  • or by e-mail to:
    The Manager
    MWedgwood@bwptrust.com.au

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 made by the responsible entity in relation to a complaint, they are entitled to lodge a dispute with the Australian Financial Complaints Authority (“AFCA”), an external and independent external disputes resolution (“EDR”) scheme authorised to deal with complaints from consumers in the financial system. AFCA can be contacted by telephone on 1800 931 678 (freecall), by email at info@afca.org.au, by mail at GPO Box 3, Melbourne, VIC 3001 or by visiting their website at www.afca.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.