Complaints Policy

New Quantum Holdings Pty Ltd (ACN 628 253 743) (referred to as New Quantum, we, our or us) has in place comprehensive internal and external complaints resolution processes to ensure that complaints are resolved with minimum inconvenience to all parties.

Please note that references to the Australian Financial Complaints Authority (AFCA) in this Policy is only relevant to Licorish Pty Ltd (ACN 653 970 720) (AFSL 536957) as holder of an Australian Financial Services License (AFSL). This entity is a related body corporate of New Quantum. If you have a complaint about a service offered by New Quantum, please contact our Support Team on 1300 11 30 30, or email: complaints@newquantum.com.

Please provide the detail and reason for your complaint and we will endeavour to acknowledge your complaint within one business day or as soon as practicable, and will attempt to resolve the matter and respond within 5 business days of receipt. A final response may take up to 30 calendar days, depending on the particular circumstances of the complaint.

If we are unable to provide a final response within this period because of complex circumstances of your complaint and/or due to circumstances beyond our control that are causing delays, we will advise you in writing within 30 calendar days of receiving your complaint to inform you:

  • The status of your complaint;
  • The reasons for the delay;
  • That you can complain to AFCA if you are dissatisfied; and
  • Provide you with the contact details for AFCA.

If your complaint relates to a financial service offered by Licorish Pty Ltd and the issue has not been resolved to your satisfaction, you can lodge a complaint with AFCA. AFCA is an external dispute resolution scheme that provides fair and independent financial services complaint resolution that is free to consumers.

AFCA’s details are as follows:
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: 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. Please note that a complaint must first be submitted to New Quantum’s complaints handling process to give us an opportunity to review it before it can be referred to AFCA.