At Morningstar we believe in putting our client’s interests first, we value your feedback, including where you may be dissatisfied with our products, service, staff, or even our complaints handling process. This complaints guide is here to assist you in sharing your feedback and complaints with us. You will find information on how to make a complaint and guidance on what to expect from us and how long we will take to address your complaint, including information on where to take your complaint further if you are unsatisfied with our response.
Morningstar is committed to ensuring your complaint is treated seriously and dealt with promptly, fairly and consistently in line with our Complaints Management Principles. You can read more about our Complaints Management Principles in our Complaints Handling Policy.
Complaints can be made to us by all 3 communication channels:
Chat:
As a premium member with us, when you’re logged in to Morningstar Investor website. One of our support agents will assist you.
Email:
help.au@morningstar.com
Telephone:
Available 9:00 am to 6:00 pm AEST
1800 03 44 55 (Australia)
0800 888 363 (New Zealand)
+61 2 9276 4455 (calling from overseas)
Where you are unable to make a complaint yourself, we are happy to accept complaints made on your behalf through a representative. Simply have your representative confirm they are making a complaint on your behalf and we will correspond with your representative regarding your complaint.
How will Morningstar take care of your complaint?
Upon receiving your complaint, we will
Provide you with a response acknowledging we have received your complaint and are working on it, within 1 business day of receipt;
Provide you an overview of Morningstar’s internal complaints process, which will include letting you know that Morningstar will investigate the complaint and provide an outcome within 30 days. And, if we are unable to meet the promised timeframe, you will be informed of the reason for the delay and where to take your complaint further if you are not satisfied with the outcome;
In some instances, propose next steps, which may include agreeing on a response or action turnaround time.
We will record your complaint, investigate and provide you with a resolution within the required resolution timeframe, outlined below.
We will make every effort to resolve your complaint promptly and fairly within 20 days of receipt of the complaint;
In any event, we will finalise our response no later than 30 days after receipt of the complaint.
What if Morningstar is unable to satisfactorily address the complaint?
You may refer the matter to the Australian external dispute resolution scheme, if you are:
Still not satisfied, or
30 days have elapsed since the complaint was given to Morningstar.
The Australian Financial Complaints Authority (AFCA) is the external dispute resolution scheme in Australia, authorised to deal with complaints in relation to financial products and services. AFCA’s services are free to complainants and the operation is financed by contributions made by its members, including Morningstar.
AFCA’s contact details:
GPO Box 3
Melbourne VIC 3001
Tel: 1800 931 678
Email: info@afca.org.au
Web: www.afca.org.au