Contact Us
(07) 5504 1999
CONTACT US
(07) 5504 1999

Public Complaints Policy

Last updated: May 2026

Our Commitment

We are committed to handling complaints fairly, promptly, and transparently. If you are dissatisfied with any aspect of our services, we want to hear from you so we can address your concerns and improve.

A complaint is any expression of dissatisfaction made to or about us, related to our products, services, staff, or our handling of a previous complaint, where a response or resolution is explicitly or implicitly expected.

We take all complaints seriously and will treat you with respect throughout the process. We ask that you treat our staff with respect when raising your concerns.

How to Lodge a Complaint

You can contact us by any of the following means:

Phone: (07) 5504 1999

Email: smsf@new-wave.com.au

Postal Address: PO Box 1917, Broadbeach QLD 4218

Office Address: Suite 5, 2481-2483 Gold Coast Highway, Mermaid Beach QLD 4218

If you need help making or managing your complaint, you can appoint a representative such as a family member or friend to act on your behalf. We will need your authority to speak with any representative you appoint.

Section 1: Financial Planning Services Complaints

This section applies to complaints about financial planning and insurance services provided by New Wave Financial Planning Pty Ltd (ABN 15 645 847 712), Corporate Authorised Representative of NWG Financial Services Pty Ltd (ABN 17 656 705 323, AFSL 538619).

We will acknowledge receipt of your complaint and work to resolve it as quickly as possible, generally within 24 hours or as soon as practicable.

We will provide a written Internal Dispute Resolution (IDR) response where:

  • Your complaint is not resolved within 5 business days of receipt
  • You request a written response
  • Your complaint concerns a declined insurance claim, the value of an insurance claim, or a superannuation trustee decision
 

Our standard IDR response will be provided within 30 calendar days of receiving your complaint.

For complaints relating to superannuation trustee decisions, the response timeframe is 45 calendar days. For complaints relating to death benefit distributions, the response timeframe is 90 calendar days after the expiry of the 28-day objection period.

If we are unable to provide our IDR response on time due to complexity or circumstances beyond our control, we will write to you to explain the delay and advise you of your right to take your complaint to AFCA.

If your complaint is not resolved to your satisfaction, you may contact the Australian Financial Complaints Authority (AFCA). AFCA provides a free and independent dispute resolution service. Our AFCA membership number is 93068.

Australian Financial Complaints Authority Online: www.afca.org.au Email: info@afca.org.au Phone: 1800 931 678 Mail: GPO Box 3, Melbourne VIC 3001

Section 2: Accounting and Taxation Services Complaints

This section applies to complaints about accounting, taxation, bookkeeping, SMSF administration and business advisory services provided by New Wave Business Solutions Pty Ltd (ABN 89 168 519 051), trading as New Wave SMSF and New Wave Accounting and Business Advisory. Tax Agent Registration Number: 25483393.

We will acknowledge your complaint promptly and aim to resolve all accounting and taxation complaints within 30 calendar days. We will keep you informed of our progress and provide you with a written response to your complaint.

If you are not satisfied with our response, you may escalate your complaint to:

  • Tax Practitioners Board (for complaints about tax agent services): www.tpb.gov.au | Phone: 1300 362 829
  • Your relevant professional accounting body if your complaint relates to professional conduct
Section 3: Legal Services Complaints

This section applies to complaints about legal services provided by New Wave SMSF Pty Ltd (ABN 97 682 530 070).

Complaints about legal services should be directed in the first instance to the Principal of New Wave SMSF Pty Ltd using the contact details above. We aim to resolve all legal services complaints within 30 calendar days.

If you are not satisfied with our response, you may contact:

  • Queensland Legal Services Commissioner: www.lsc.qld.gov.au | Phone: 1300 655 754 | Mail: PO Box 10310, Adelaide Street, Brisbane QLD 4000
  • Queensland Law Society: www.qls.com.au | Phone: (07) 3842 5842
Response Timeframe Summary
  • Financial planning (standard): 30 calendar days
  • Superannuation trustee decisions: 45 calendar days
  • Death benefit distributions: 90 calendar days after 28-day objection period
  • Accounting and taxation: 30 calendar days
  • Legal services: 30 calendar days

New Wave Financial Planning Pty Ltd is a Corporate Authorised Representative of NWG Financial Services Pty Ltd. AFS Licence No. 538619. ABN 17 656 705 323.