CDF Community Fund Complaints Procedure

At CDF Community Fund we aim to provide a high level of service. However, if for any reason you are not satisfied with our service, we would like you to inform us. In general, if you have any concerns, please contact us either verbally or in writing.

This Complaints Procedure explains to our clients how we handle complaints. We consider a complaint to be “an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint where a response or resolution is explicitly or implicitly expected or legally required.”

To assist us in resolving your complaint, please provide the following:

  • Name, contact details and account number
  • A description of your complaint, including supporting documents if required
  • Details of what you would like us to do to rectify the situation

When we receive a complaint, we aim to resolve it in a timely manner and usually within five business days. However, in some instances, we may need to carry out a detailed investigation, which may take longer.
When we have carried out this investigation, we will provide a written response to you to explain the outcome of our investigation outlining the investigation that we have performed, the findings of that investigation and the proposed resolution. We make every effort to resolve all complaints within 30 days. If this is not possible, we will contact you to provide you with an update and let you know when we expect to provide the outcome of our investigation.

Once we have finalised our investigation of your complaint, we appreciate you might not agree with our position, or you might not accept the resolution that we have proposed.
If an issue has not been resolved to your satisfaction, you can contact the Australian Financial Complaints Authority, or AFCA. AFCA is an external dispute resolution body established by the Commonwealth Government and provides fair and independent financial services complaint resolution that is free to consumers. AFCA’s contacts details are as follows:

Australian Financial Complaints Authority

Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001

Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

If you wish to raise a complaint to CDF Community Fund, please contact us as follows:

Phone (toll free): 1800 134 135, select Option 1 and then Option 2
Mail: Complaints Officer, P.O Box 174, East Melbourne, Vic, 8002