Complaints Handling Procedure

If a unitholder submits to RiverCity Motorway a complaint alleging that the unitholder has been adversely affected by RiverCity Motorway’s conduct in its management or administration of the Trust, RiverCity Motorway:

 

(a)   must, if the complaint is in writing, acknowledge in writing receipt of the complaint as soon as practicable and in any event within 14 days from receipt;

 

(b)   must ensure that the complaint receives proper consideration resulting in a determination by a person or body designated by RiverCity Motorway as appropriate to handle complaints;

 

(c)   must act in good faith to deal with the complaint by endeavouring to correct any error which is capable of being corrected without affecting the rights of third parties;

 

(d)   may in its discretion give any of the following remedies to the complainant:

 

(i)       information and explanation regarding the circumstances giving rise to the complaint;

(ii)     an apology; or

(iii)    compensation for loss incurred by the unitholder as a direct result of the breach (if any); and

 

(e)   must communicate to the complainant as soon as practicable and in any event not more than 45 days after receipt by RiverCity Motorway of the complaint:

 

(i)       the determination in relation to the complaint;

(ii)     the remedies (if any) available to the unitholder; and

(iii)    information regarding any further avenue for complaint.

 

RiverCity Motorway Management Limited (the Responsible Entity of the RiverCity Motorway Holding Trust and RiverCity Motorway Investment Trust), is a member of Financial Ombudsman Service Limited (membership number: 12308), which is an external complaints resolution scheme approved by ASIC.  While complaints should be directed in the first place to RiverCity Motorway, Financial Ombudsman Service Limited (FOS) can be contacted on phone 1300 78 08 08, or refer to their website www.fos.org.au. The applicable terms of reference for RiverCity Motorway Management Limited is Investments, Life Insurance and Superannuation.