Scentre Group values its investors and we are committed to providing friendly, efficient and satisfactory customer service.
The Registry for Scentre Group is Computershare Investor Services. Computershare Investor Services is the main point of contact for investors to make enquiries and complaints in respect of their Scentre Group securities. Their contact details are:
Toll Free: 1300 730 458 (Australia only)
Telephone: (+61 3) 9946 4471
Computershare Investor Services Pty Limited
GPO Box 2975
Melbourne VIC 3001
If Computershare Investor Services cannot resolve your complaint, or if your complaint relates to your securityholding or investment in Scentre Group securities, the operation of a listed managed investment by Scentre Group or the activities of a Scentre Group entity who holds an Australian financial services licence, you can lodge a complaint through Scentre Group Investor Relations on:
Telephone: (02) 9358 7877
International callers should dial: (+61 2) 9358 7877
Scentre Group Investor Relations
GPO Box 4004
Sydney NSW 2001
Scentre Group Investor Relations can also provide you with information as to how you can obtain additional assistance to lodge a complaint if you require it.
Scentre Group has in place a formal process for resolving complaints relating to your securityholding or investment in Scentre Group securities, the operation of a listed managed investment by Scentre Group or the activities of a Scentre Group entity who holds an Australian financial services licence. A copy of this process is available from Investor Relations on request, free of charge.
Once a complaint has been received, the key steps in that process are:
Complaints will be acknowledged within one business day of receipt, or as soon as practicable.
• Assessment and investigation of the complaint
This will be carried out in a timely manner and will be objective, fair and independent of the complainant and any person who is the subject of the complaint or any business unit to which the complaint relates.
• Provision of an internal dispute resolution response
This will be provided to a complainant within 30 days unless the complaint is particularly complex and / or circumstances beyond the Group’s control are causing the delay, in which case the complainant will be given the reasons for the delay and their right to complain to the AFCA, and AFCA’s details, before the expiry of that period.
Members of Scentre Group who hold an Australian financial services licence belong to the external dispute resolution scheme operated by the Australian Financial Complaints Authority Limited (AFCA). AFCA can consider complaints which fall within their terms of reference, available at www.afca.org.au.
AFCA can be contacted on:
GPO Box 3, Melbourne VIC 3001
Telephone: 1800 931 678
Fax: (03) 9613 6399
A complaint may be lodged online through the website www.afca.org.au