KRW Customer Charter

KRW Partners Pty Ltd is committed to delivering exceptional client service.


We would expect that your experience with us would always be to your satisfaction. However if you have a grievance or a complaint, we have a Dispute Resolution process in place.

First point of contact for a complaint:

Complaints Officer - Rick Kowalski - Director Tel: 1300 55 77 50 (opt 1)
Deputy Complaints Officer - Andrew Reilly - Director Tel: 1300 55 77 50 (opt 2)

The Complaints Officers are senior personnel in our organisation and have the necessary experience and authority to handle your complaint and make relevant decisions on outcomes.

The complaint need not be in writing and may be presented to us by any reasonable means, for example letter, telephone, email or in person.


You can also contact us on/at:

Mail : 4/70 Doncaster Road, Balwyn North 3104
Fax: 1300 55 77 58

We will provide a written acknowledgement of receipt of your complaint promptly, unless the complaint is otherwise resolved in the meantime.

We will ensure that a substantive response is given to your complaint as soon as possible, but within forty five (45) days of receipt of your complaint.

We will have substantially responded to your complaint if we:

(a) Accept the complaint and, if appropriate, offer redress, or
(b) Offer redress without accepting the complaint; or
(c) Reject the complaint.

If your dispute is unresolved you can contact our External Dispute Resolution Scheme.

Our External Dispute Resolution Scheme is a free service established to provide you with an Independent mechanism to resolve specific complaints.

Our External Dispute Resolution Provider is:
Credit Ombudsman Service Limited (COSL)
Level 7, 287 Elizabeth Street Sydney NSW 2000
Tel: 1800 138 422
02 9273 8445
www.cosl.com.au

YOU MUST TRY TO RESOLVE YOUR COMPLAINT DIRECTLY WITH US BEFORE CONTACTING OUR EXTERNAL DISPUTE RESOLUTION PROVIDER (COSL).