Last updated 8 August 2026
Iconia Asset Management Pty Ltd (ACN [to be confirmed]) aims to deal with concerns fairly, promptly and without charge. This page explains how to make a complaint about Iconia Asset Management Pty Ltd, how we will manage it and what external options may be available. It does not limit any legal rights you may have.
How to make a complaint
Please send your complaint to enquiries@iconia.com.au with “Complaint” in the subject line, or call [Phone number to be confirmed]. Please include your name and contact details, the relevant date or transaction, a clear description of the concern, the outcome you are seeking and any supporting documents. If you need assistance to make a complaint, tell us and we will consider reasonable ways to help.
Acknowledgement and assessment
Iconia Asset Management Pty Ltd will acknowledge a complaint within five business days where practicable. We will record the complaint, confirm the issues to be investigated and identify the person responsible for managing the response. We may contact you for further information. You may have a representative act for you, provided we have authority to deal with that representative.
Internal investigation and escalation
The complaint will first be assessed by the person responsible for the relevant work or relationship, subject to appropriate oversight. If the matter cannot be resolved at that level, it will be escalated to Iconia Asset Management Pty Ltd’s compliance function and senior management for an independent review of the available information, relevant agreements and applicable obligations. A person whose conduct is the subject of a complaint will not be the sole decision-maker on the response.
Timeframes and written response
Iconia Asset Management Pty Ltd will aim to resolve a complaint as soon as reasonably possible. For complaints relating to financial services, we aim to provide a written response within 30 calendar days, unless we are permitted by law to take longer. If we cannot meet that timeframe, we will explain the reason for the delay, provide a revised timeframe where possible and tell you about available external options. Our written response will set out the outcome of the investigation, reasons for the decision and any action we propose to take.
External dispute resolution
If your complaint concerns financial services and remains unresolved, or you are not satisfied with the response, you may be eligible to contact the Australian Financial Complaints Authority (AFCA), the external dispute resolution scheme for financial complaints. AFCA can be contacted through www.afca.org.au. Eligibility, time limits and the matters AFCA can consider are determined by AFCA’s rules. You may also have the right to seek independent legal advice or contact a relevant regulator.
Compliance concerns
Iconia Asset Management Pty Ltd also welcomes reports of suspected misconduct, conflicts of interest, privacy concerns or other compliance issues. You may use the same contact details and identify the matter as a compliance concern. We will handle reports sensitively, restrict access to information where appropriate and take steps to prevent retaliation against a person who raises a concern in good faith. Confidentiality cannot be absolute where disclosure is needed to investigate the matter, comply with law or protect another person.
Records and privacy
Iconia Asset Management Pty Ltd keeps records of complaints and outcomes to support fair treatment, identify recurring issues and improve our practices. Personal information collected in the complaints process will be handled in accordance with our Privacy Policy and any applicable legal obligations.
Contact
For a complaint or compliance concern, contact Iconia Asset Management Pty Ltd at enquiries@iconia.com.au or [Phone number to be confirmed].