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Public Complaints Statement

Introduction

Franklin Templeton Australia Limited and/or its affiliates that are part of the Franklin Templeton Investments corporate group of companies (collectively, "Franklin Templeton" or "Franklin Templeton Investments" or "we" or "us") is committed to delivering exceptional client service, including the resolution of complaints / disputes (‘complaints’) in a fair and equitable manner.

This Statement sets out the management by Franklin Templeton of complaints received, from inception to final determination, irrespective of the nature of the complaint. It is based on the Australian Corporations Act 2001 (Cth) and related Regulatory Guides and also the Australian Standard ‘Guidelines for Complaint Management in Organizations’ (AS/NZS 10002:2014), which defines a complaint as:

An expression of dissatisfaction made to or about an organization, 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.

In addition to this Statement, Franklin Templeton has an internal Dispute Resolution Policy in place and is also a member of the Australian Financial Complaints Authority (“AFCA”), an external complaints resolution organisation. If a complaint cannot be resolved via the Franklin Templeton IDR process and falls within the terms of AFCA, then a complainant will be directed to AFCA for further assistance.

Lodging a Complaint

A complaint may be lodged via the following channels:

  • By mail:
    Attention: Complaints Officer 
    Franklin Templeton Australia 
    GPO Box 24011 
    Melbourne VIC 3001 
  • In Person: Level 47, 120 Collins Street, Melbourne  Victoria  3000.
  • Phone: 1800 673 776;
  • Email:[email protected] ;
  • Franklin Templeton Social Media platforms.

If a Complainant requires additional assistance to lodge a complaint, please contact Franklin Templeton via the above contact details.

Managing a Complaint

Franklin Templeton has a process in place to ensure the effective management of all complaints.  Depending on the type of complaint, one or more of the following steps may be taken:

  • The complaint will be acknowledged;
  • The complaint will be recorded;
  • If the complaint can be resolved within 5 Business Days, you will be advised verbally of the resolution within that frame. If you prefer, you may request the resolution in writing;
  • If the complaint may take longer than 5 Business days to resolve, you will be provided with an acknowledgement of receipt of the complaint as per your preferred method of communication and an explanation of Franklin Templeton’s IDR process.

The outcome of the review of your complaint will be communicated to you in writing, setting out:

  • The final outcome of your complaint as determined by Franklin Templeton;
  • What further action, if any, Franklin Templeton will be taking;
  • If the complaint is rejected or partially rejected, clear reasons for the decision, including identifying and addressing all the issues raised in the complaint and detailing the findings of the investigation based on the facts of the complaint and supporting the findings with any relevant information;
  • Your right to refer the complaint to AFCA if you are not satisfied with the outcome reached by Franklin Templeton, including the contact details of AFCA.

Please note the written response provided to you under our IDR process will be provided within 30 days after initially receiving your complaint. There may be reasons as to why a response has not been provided within 30 days, such as:

  • The resolution of the complaint is particularly complex;
  • The delay in resolving the complaint is caused by circumstances beyond the control of Franklin Templeton.

In the event that Franklin Templeton is unable to provide a response within the 30-day timeframe, you will receive a written notification informing you of:

  • The reason for the delay;
  • Your right to pursue the complaint with AFCA if you are dissatisfied with the delay, including the contact details of AFCA.

Complaint management and resolution is important to Franklin Templeton’s relationship with our investors. We believe that a positive complaint management culture can produce beneficial outcomes, including the opportunity to resolve complaints quickly and directly, improve levels of consumer confidence and satisfaction, provide the ability to identify emerging issues and assist with informing product and service delivery improvements.

Information on this website is intended to be of general information only and does not constitute investment or financial product advice. It expresses no views as to the suitability of the products or services described as to the individual circumstances, objectives, financial situation, or needs of any investor. You should conduct your own investigation or consult a financial adviser before making any decision to invest. Please read the relevant Product Disclosure Statements (PDSs), and any associated reference documents before making an investment decision. Neither Franklin Templeton Australia, nor any other company within the Franklin Templeton group guarantees the performance of any Fund, nor do they provide any guarantee in respect of the repayment of your capital. In accordance with the Design and Distribution Obligations, we maintain Target Market Determinations (TMD) for each of our Funds. All documents can be found via the Literature Page or by calling 1800 673 776.