Complaints
Handling
Policy
5 May 2026
About this document
Infovest Pty Limited (ABN 79 156 176 215), trading as Carbon Eyes, welcomes client engagement and feedback.
If you are dissatisfied or have a complaint about the financial advice we have provided to you, please contact us to tell us about your complaint:
Email: info@carboneyes.io
Mail: Level 2, 46-48 East Esplanade, Manly NSW 2095
All feedback and complaints received will be treated seriously and addressed promptly and fairly.
Making a complaint
When making a complaint, please provide us with as much information as possible about your concern to help us to address and resolve it fairly, effectively and efficiently. Please identify your preferred method of communication for any responses from us.
We will endeavour to accommodate clients with a range of communication needs, such as hearing impairment or linguistic diversity, to ensure that the feedback process is accessible to all. For example, this could include working with a third-party representative nominated by you.
What happens after a complaint has been lodged?
We will acknowledge your complaint as soon as practicable, and within one business day of its receipt.
The complaint will be investigated internally, and action initiated to resolve the matter.
A written response will be made as soon as possible and within 30 calendar days of receiving your complaint.
If we have not responded within the legislated timeframe, or you are not satisfied with the outcome, you may be able to take the matter to external dispute resolution.
External dispute resolution
If you are not satisfied with our response or you have not received a response within the required timeframe, you may be able to refer your complaint to the Australian Financial Complaints Authority (AFCA), an independent dispute resolution services established by the government. AFCA provides a fair and independent financial services complaint resolution service that is free to consumers.
If we have not had an opportunity to resolve your complaint first, AFCA may ask us to work with you to investigate and respond to your complaint before they commence their process.
Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au
Please note: Time limits may apply to complain to AFCA so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.