The complaints handling process for GPT consists of two streams:
Complaints received by Link Market Services Limited
GPT uses Link Market Services Limited ("Link") as its Registry. Link also acts as GPT's Securityholder Service Centre.
The contact details for Link are:
Freecall (within Australia): 1800 025 095
Telephone (outside Australia): +61 2 8280 7176
GPT Security Registrar
Locked Bag A14
Sydney South NSW 1235
Australia
Complaints received by GPT
Complaints received by GPT can be via telephone, fax, email or letter. These complaints may, in the first instance, be referred by Link.
The complaints handling procedure documented below refers to complaints received by GPT. The primary responsibility for actioning investor correspondence rests with the Head of Investor Relations and Corporate Affairs.
Procedure
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On receipt, complaints are logged in the Customer Service log. A category for each complaint is also recorded.
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Complaints are then actioned on the following basis:
Category 1 (simple complaints):
These complaints are relatively simple to resolve and should be responded to within three (3) business days.
Category 2 (medium complaints):
Requires further research. Complaints are to be responded to within one week - often these complaints require information from Link, or from a party outside the Investor Relations and Corporate Affairs department (eg. a centre manager at one of GPT's shopping centres).
Category 3 (complex complaints):
These complaints are complicated to resolve. Within two days, an interim letter is sent advising that the complaint requires detailed research/investigation and providing a timeframe within which a response will be provided. The response is then formulated and forwarded within the timeframe advised.
Note: Where possible, phone queries and personal visits are resolved immediately.
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| 3. |
When a response is sent the details are recorded in the Customer Service log.
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The correspondence and copy of the response (and any related research etc) is retained in the Investor Correspondence file.
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Ongoing monitoring of the service standards and complaints is also undertaken.
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Ongoing review of complaints is used to identify and improve both processes and procedures (GPT or Link) and the content of communication to investors. For example, when it was identified that investors frequently requested the value of their holding, this information was included in each quarterly Distribution Advice.
External Complaints Handling Service
GPT is also a member of the Financial Ombudsman Service (FOS), a registered external complaints resolution service. Should a securityholder not be satisfied with the resolution of a complaint after the internal complaints handling procedure has been completed then the securityholder may make an application to FOS for resolution of the complaint in accordance with the rules of the service.
Contact Details
GPT's Securityholder Service Centre can be contacted on Freecall 1800 025 095
Registry
Link Market Services Limited
Level 12
680 George Street
SYDNEY NSW 2000
Mail To
GPT Security Registrar
Locked Bag A14
SYDNEY SOUTH NSW 1235
Registered Office
Level 52
MLC Centre
19 Martin Place
SYDNEY NSW 2000
Telephone +61 2 8239 3555
Facsimile +61 2 9225 9318
Responsible Entity
GPT RE Limited
ACN 107 426 504
External Complaints
Financial Ombudsman Service
Telephone: 1300 78 08 08
Facsimile: (03) 9613 6399
Website: www.fos.org.au
Email: info@fos.org.au
Mail: GPO Box 3, Melbourne, Victoria, 3001