Complaints guide

Dexus is committed to providing you with a high level of service, but sometimes things go wrong. If this happens, we will help you resolve the issue. We aim to resolve all complaints promptly and fairly and consistently. We follow established procedures to deal with complaints in relation to the following products and services provided by Dexus:

• Financial services
• Capital partner, leasing & other property-related services
• Privacy-related matters
• Other complaints and general enquiries

Financial services complaints

Dexus has a Financial Services Complaint Management Policy, if you are an investor and have a complaint in relation to financial services (e.g. funds) provided by Dexus, you should notify our Registry / Investor Relations teams in the first instance. The complaints process is free to complainants.

Although not a legislative requirement, Dexus’s Financial Services Complaint Management Policy also applies to financial services provided to wholesale Investors unless otherwise indicated.

Dexus’s Financial Services Complaint Management Policy also applies to Indirect Investors who have invested through an Investor Directed Portfolio Service (IDPS) (i.e. platform)

Dexus has procedures in place with its key service providers, including its external registry service providers, to ensure that we are notified of the details of any complaints that are made directly to them about financial services provided by Dexus.

If you have difficulty lodging or understanding the complaint information we’ve given you, please let us know straight away via the details below so that we can assist you. We are committed to providing support, including accessible formats or assistance in your preferred language, where possible, to ensure everyone can access and understand this information.

Phone: +61 2 9017 1161 (Monday to Friday 8.30am and 5.30pm AEST time)

Email: clientservices@dexus.com

Dexus is committed to providing a safe and respectful environment for all employees and investors. We understand that complaints and feedback are essential for improving our services. However, we do not tolerate any form of abusive, derogatory, discriminatory or defamatory behaviour (verbal or written). We will address all complaints in an equitable, professional and respectful manner, and we will not engage with individuals who display abusive behaviour. We reserve the right to terminate any interaction that becomes abusive.
 

Not satisfied?

If you are not satisfied with the response you receive from our external registry service providers, or if you wish to contact us directly, please use the details below:
 

Mail: Complaints Officer, PO Box R1822, Royal Exchange, NSW 1225
Phone: + 61 2 9017 1100
Email: complaints@dexus.com

 

Complaint management process

We aim to resolve complaints as quickly as possible, and in accordance with the following process and timeframes:
 

• You will receive an acknowledgment of your complaint within one business day, or as soon as practicable, considering public holidays.
• Where it is reasonable to do so, your complaint will be resolved on receipt, however, if additional time is needed to ensure satisfactory resolution, you will be put in contact with someone who is better placed to resolve your complaint.
• Generally, unless your complaint has been resolved within 5 business days, we will provide you with a written Internal Dispute Resolution (IDR) response letter setting out the final outcome of your matter. Other than in limited circumstances, including where the complaint is particularly complex, we will provide you with the IDR response letter within 30 calendar days after receipt of your complaint. If there is to be a delay, Dexus will advise you of the reasons for the delay and any other rights you may have in an IDR delay notification
• A complaint will be considered resolved when:
  • you confirm that you are satisfied with the resolution and do not wish to take the matter further, or
  • circumstances exist to form a reasonable view that the matter has been resolved to your satisfaction, or
  • an explanation and/or apology has been provided, and no further action can be taken to reasonably address your complaint e.g. dissatisfaction with market conditions

Escalation for retail investors

If your issue has not been resolved to your satisfaction, retail investors can lodge a complaint to the Australian Financial Complaints Authority (AFCA). AFCA offers fair and independent financial services complaint resolution that is free to consumers. AFCA can be contacted as follows:

Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001
Phone: +61 1800 931 678 (free call within Australia)
Email: info@afca.org.au
Website: www.afca.org.au

Capital Partner, leasing & other property related services complaints

Complaints from capital partners, co-owners, tenants, service providers or visitors to sites owned or managed by Dexus can be directed to:
 

Mail: Head of Governance, PO Box R1822, Royal Exchange, NSW 1225
Phone: + 61 2 9017 1100
Email: governance@dexus.com
 

You will receive a response to your complaint within one business day, or as soon as practicable, acknowledging receipt of the complaint.
 

We will aim to resolve complaints from our capital partners or that relate to our leasing and other property related services within five business days. If this is not achievable, we will advise you accordingly.

Privacy complaints

If your complaint is privacy related, please refer to the Dexus Privacy Policy for further details on contacting us and how your privacy complaint will be managed.