Customer Behaviour & Respectful Communications Policy

Our approach

ARMF welcomes questions, complaints, criticism and requests for assistance. Customers are entitled to raise concerns firmly and to use available complaint, regulator and external dispute-resolution channels. In return, ARMF expects communications and use of its services to remain lawful and reasonably respectful.

Unacceptable conduct

ARMF may take reasonable action where conduct includes:

• credible threats of violence, physical harm, stalking or intimidation;
• abusive, obscene, degrading, discriminatory or persistently harassing communications directed at staff, contractors, customers or partners;
• publishing or threatening to publish private personal information for the purpose of intimidation or harassment;
• impersonating another person or ARMF representative, falsifying documents or deliberately providing fraudulent information;
• using ARMF channels to facilitate fraud, scams, money laundering, sanctions evasion or other unlawful activity;
• malicious interference with ARMF systems, security controls, staff communications or service availability; or
• persistent communications that are so repetitive, abusive or disruptive that they materially impair ARMF's ability to provide service, after reasonable attempts have been made to manage the issue.

How ARMF may respond

Depending on severity and context, ARMF may warn the person, ask that communications remain respectful, require communications to use a particular channel, limit contact to matters reasonably necessary to resolve an issue, restrict access to staff or communication channels, suspend or close an account where permitted by the Terms and applicable law, preserve evidence, or report credible threats, fraud or unlawful conduct to relevant authorities.

ARMF will seek to use a proportionate response. A customer will not be restricted merely because they made a genuine complaint, challenged an ARMF decision, asked for external review, contacted AFCA or a regulator, or expressed dissatisfaction without engaging in unacceptable conduct.

Vulnerable customers and communication needs

ARMF recognises that distress, scam victimisation, disability, language barriers, bereavement or financial difficulty can affect communication. Where reasonably practicable, ARMF will consider appropriate support, adjustments or an authorised representative while still protecting staff, customers, security and legal obligations.

Serious threats and illegal conduct

ARMF may immediately restrict contact or services and contact police, emergency services, regulators, financial institutions or other appropriate authorities where reasonably necessary to address a credible threat, suspected crime, fraud, security incident or legal obligation.

Complaints about application of this Policy

If you believe this Policy has been applied unfairly, you may make a complaint under ARMF's Complaints Policy. Any applicable right to external dispute resolution or regulatory review remains available.

Contact ARMF

ARM Financial Services Pty Ltd | ABN 35 659 595 570 | ACN 659 595 570

Suite 110, Level 1, 530 Little Collins Street, Melbourne VIC 3000, Australia

Email: support@armf.com | Phone: +61 3 8679 2233 | Website: armf.com