Service commitment

Our approach to client advocacy

At Perpetual, we appreciate trust is earned when we do the right thing by our clients. We want our clients to be satisfied with our products, services and processes, but we know that we’re not perfect. When something does go wrong or doesn’t work out as expected, we welcome the opportunity to try and make things right for our clients and ensure your issue is dealt with fairly.  

In line with our commitment to sustainability and delivering enduring prosperity to our clients and their communities, we also welcome feedback from our clients about how we can improve our products, services and processes.   

Our client advocacy team 

Perpetual has a dedicated Client Advocacy Team, which is responsible for ensuring that clients obtain the assistance they need to have their complaints heard, objectively investigated and resolved fairly. Our Client Advocacy Team reports to Perpetual’s Chief Risk Officer and is independent of Perpetual’s operational businesses.  

Our Client Advocacy Team also welcomes your feedback on your experience of dealing with Perpetual. We also welcome your suggestions for improvements in our products, services and processes and on what we can do to improve how we manage complaints. 

Our commitment to you 

We understand that lodging a complaint or providing other feedback and improvement suggestions about Perpetual’s products, services and processes takes time and effort for our clients, so our commitment is to try and make the experience as easy and seamless as possible for you.  

If you have a complaint or concern, please visit the Making a complaint section on our website for more information on how to lodge a complaint with us, our complaints process and the options that are available to you if you are not happy with the outcomes of your complaint and want to take matters further.  

If you have other feedback about your experiences of dealing with Perpetual or suggestions for improvements in our products, services and processes, please contact our Client Advocacy Team directly.   

If you contact our Client Advocacy Team to provide feedback about your experience of dealing with Perpetual or to make improvement suggestions, we will: 

1. Acknowledge that we have received your feedback and confirm how we intend on dealing with it.
2. Consider your feedback. 
3. Confirm any actions that we propose to take and/or any improvements in our products, systems and processes that we plan to make based on the feedback you have provided. 

We seek to resolve matters as quickly and fairly as possible to our clients’ satisfaction, while upholding the highest standards of professionalism and integrity.  

Our first priority is to seek to resolve any issue through our complaints process. However, in any instances involving legal disputes, we are committed to acting honestly, fairly and with integrity and commit to following ‘Model Litigant’ guidelines by: 

1. Seeking to facilitate the just, quick and inexpensive resolution of issues 

2. Dealing with matters promptly and not causing unnecessary delay 

3. Where litigation cannot be avoided, minimising the costs of litigation by: 

• Not requiring the other party to prove a matter which Perpetual knows to be true 
• Not contesting liability if Perpetual knows that the dispute is really about quantum 
• Not undertaking or pursuing an appeal unless Perpetual believes it has reasonable prospects of success 

4. Apologising where we are aware we have acted wrongfully or improperly 

5. Notwithstanding the above, Perpetual is not prevented from acting to protect its interests or taking all legitimate steps in the conduct and management of legal proceedings and disputes.