Important policies

We include below links to our:
(1) Financial Services Guides,
(2) Registered Tax Agency disclosures,
(3) Complaints and dispute resolution policy,
(4) CPD policy,
(5) Privacy policy, and
(6) Website disclaimer & terms of use.

‘We’, ‘us’ and ‘our’ refers to our businesses, trading as ProSolution Private Office consisting of:

• ProSolution Group Pty Ltd (ABN 54 096 725 370) which holds an Australian Financial Services Licence and Australian Credit Licence No. 238 449 and provides mortgage broking services;
• ProSolution Tax Advisory Pty Ltd (ABN 37 154 185 494) – provides tax agency services – registered tax agent # 17682003;
• ProSolution Wealth Advisory Pty Ltd (ABN 68 131 879 411) – provides financial advice as an authorised representative of ProSolution Group Pty Ltd’s Australian Financial Services Licence No. 238 449; and
• ProSolution Advisory Services Pty Ltd (ABN 78 137 516 235) – provides life insurance advice as an authorised representative of ProSolution Group Pty Ltd’s Australian Financial Services Licence No. 238 449.

FINANCIAL SERVICES GUIDES

Our Financial Services Guide and Credit Guide are always available online: Credit and Private Office.

REGISTERED TAX AGENCY DISCLOSURES

The Tax Practitioners Board (TPB) maintains a public register of tax agents and BAS agents which can be searched here.

Current sanctions and recent disciplinary history: ProSolution Tax Advisory Pty Ltd has never been subject to any actions including registration suspension/termination, bankruptcy/external administration, convictions for serious taxation offences or fraud/dishonesty, and/or sanctions.

This fact sheet prepared by the TPB contains some general information on the obligations of a registered tax practitioner and their clients.

Our complaints policy and process is outlined below.

POLICY # 1: COMPLAINTS & DISPUTE RESOLUTION POLICY

Updated: 1 May 2025

As with all businesses we appreciate that matters do not always go as planned or expected so complaints are part and parcel of doing business including providing financial planning services as we do. This policy is to assist you to understand how complaints are handled by us and how you can notify us if you have a complaint.

Notification of complaint

If you are dissatisfied with the service, we have provided to you and you want us to take some action to address the situation you can notify us through:

• An email to swemyss@prosolution.com.au the subject line marked as COMPLAINT
• A telephone call to the representative who provided the service or if uncomfortable making that approach directly to 03 8624-4600.
• Visiting our office.

The format of the lodgement can be written or oral. We may ask you to confirm our understanding of your oral complaint so that we are all clear on the situation.

Assistance

If you need assistance in expressing your complaint, then we are prepared to listen and help you to set out the details. We are also prepared to engage with a person that you may nominate to act on your behalf however we will require that authorised consent from you (unless they are acting under a Power of Attorney).

If you are more comfortable using a language other than English, please let us know so that an interpreter can be engaged.

Our process

Once we receive your complaint, we will provide you with an acknowledgement in your preferred method of communication with 1 business day.

We will need to gather information from all parties involved in the complaint and consider that information in light of the situation you have brought to our attention; so, we may need to contact you during our assessment to clarify or obtain further information.  Our promise is that we will always conduct investigations and assessments in a fair and unbiased manner.

You will receive our final response with clear explanations for our decisions.

Our final response will be provided to you within 30 calendar days of the receipt of the complaint.  However, if your complaint is complex or there are unavoidable delays in receiving requested information from you this may impact our meeting that target. In those unexpected situations we will send you a Delay Notification which will set out the reasons for the delay and that you may escalate this to the Australian Financial Complaints Authority whose contact details are set out towards the end of this policy.

Timeframes

Just to reiterate our timeframes clearly
Acknowledgement of a complaint: 24 hours or 1 business day
Final response: 30 calendar days generally unless we issue a Delay Notification.

Contact us by:

Telephone:                  03 8624-4600
Email:                          swemyss@prosolution.com.au
Face to face:               at our business office, Level 10, 360 Collins Street Melbourne VIC 3000

Contact details for the Australian Financial Complaints Authority

Telephone: 1800 931 678 9:00am–5:00pm AEST/AEDT weekdays
Email; info@afca.org.au
Mail:                           
Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne, VIC 3001
Online: Online complaint form (afca.org.au)

Making a complaint is at no cost to you at all at any stage.

POLICY # 2: CONTINUING PROFESSIONAL DEVELOPMENT POLICY

Effective date: 1 July 2023 (Verion 1)
Training co-ordinator:   Stuart Wemyss

Preamble

As an Australian Financial Services Licensee who has a licence to provide personal financial advice to retail clients, we are required to have in place a CPD Policy for the individuals who provide that personal advice on our behalf. The legislation has very specific requirements and our Policy is designed to address those requirements. In this Policy ‘our’ and ‘we’ refers to all parties.

Training Year

Our training year commences on 1 July each year. Each representative must have an Individual Training Plan for the relevant year which must be approved by us. These Training Plans will be recorded in the Kaplan Ontrack system. The representative must also record completed training and provide it to us for verification when requested to do so. Those representatives who do not complete the required training are to be reported for non-compliance to ASIC.

Content of training

Training must cover the following competencies and minimum hours in each category:

CPD Area	Minimum hours	Content required for approval
Technical competence	5	The activity is designed to enhance participants’ technical proficiency and ability to develop and provide advice strategies that are appropriate to the objectives, financial situations and needs of different classes of retail clients.
Client care and practice	5	The activity is designed to enhance participants’ ability to act as a client-centric practitioner in advising retail clients.
Regulatory compliance and consumer protection	5	The activity is designed to enhance participants’ understanding of applicable legal obligations and how to comply with them.
Professionalism and ethics	9	The activity is designed to enhance participants’ capacity to act as an ethical professional.
Tax (financial) Advice	5	The activity is designed to enhance participants’ understanding of tax implications and obligations when advising clients on financial products.
General	No minimum set	The activity is designed to maintain and extend participants’ professional capabilities, knowledge and skills, including keeping up to date with regulatory, technical and other relevant developments, but is not in an area referred to in another item of this table.

The number of hours to be completed by all Representatives in a training year must total a minimum of 40 hours and all specific Knowledge Targets must also be met.

You are permitted 4 hours of professional reading towards your minimum of 40 hours. We require that you record reading with the following detail:

1. Title of article
2. Publication
3. Date
4. Author
5. Topics covered.

Although representatives are responsible for developing their training plans to assist you, we will provide a training plan which will include areas where we believe improvement is required and it will be based on CPD activities that we have approved. If a representative wants to amend the training plan they must seek approval from us and our approval will not be unreasonably withheld as long as the plan meets the minimum requirements as set out in Table above, sets out the areas for improvement and the overall total of required hours.

Approved CPD Activities

The session must clearly include content specific to the area of competency in Table above. It is to be presented by a suitably qualified person on the subject matter. It must contain an assessment to confirm the understanding of the subject matter by the representative.

The method of delivery can be face to face (such as an industry/association PD Day), or online through written communication or video/streaming (such as provided by Kaplan Ontrack), or through a published paper issued by Prosolution Group Pty Ltd or approved by us even though issued by an industry association or educational institution.

If a representative finds training material that may benefit other representatives in the group, the representative can submit it to us for consideration as an Approved CPD Activity.

The following will be taken into consideration when we assess a CPD Activity:

1. the activity is in one of the CPD areas in the Table above; 
2. the activity has sufficient intellectual or practical content; Is the appropriate learning level and has appropriate technical or practical content:
   1. Clearly defined aims and learning outcomes;
   2. Clearly defined, logical structure that follows adult learning principles;
   3. Is current, accurate and up-to-date;
3. the activity primarily deals with matters related to the provision of financial product advice and the associated business activities; 
4. the activity is led or conducted by one or more persons who are appropriate, and have sufficient standing, expertise, academic qualifications and practical experience; 
5. the activity is designed to enhance relevant providers’ knowledge and skills in areas that are relevant to the provision of financial product advice; and,
6. Includes one or more of the following: workshop, face-face presentation, multimedia, worked examples, activities, case studies, tips, warnings, and if appropriate, reference to relevant legislation.

We have contracted with Kaplan Professional who will provide content which will meet the above CPD Activities for the compulsory competency areas, which means that all its content is regarded as Approved CPD Activities. While we have delegated this process, we retain the responsible as the Responsible Licensee for our relevant providers.

For us to consider a CPD Activity that has not previously been approved by us that a relevant provider has attended we will need:

(1) Proof of attendance/completion (e.g. certificate, digital record, transcript), which includes as a minimum:

(a) The name of the activity and the provider;
(b) The date the activity was undertaken;
(c) An overview of the activity;
(d) A bio or CV of person(s) who developed or presented the activity including academic qualifications and experience;
(e) The CPD area to which it relates;
(f) The duration in minutes/hours of the activity; and
(g) The letterhead and/or signature of the provider or an appropriate authorised person

Preference is given to activities with a structured assessment component. Evidence of the successful completion of the assessment is required.

Record Keeping

The representatives are required to retain records of:

• the qualifying CPD activities it undertakes and
• when they were undertaken and
• number of hours spent on each activity and
• evidence of completion of the activity and the outcomes of the activity and
• the progress of implementation of his or her CPD plan.

As mentioned earlier in this Policy we have contracted Kaplan Professional to provide content that meets the CPD Activities. Its online system, Ontrack also provides you and us with a training register that will record training completed through that system. Representatives will need to record other CPD Activities completed external to Ontrack and the Ontrack register has provision for that however you will need to provide evidence to support those entries to our Training Co-ordinator for Official Approval before it will be counted towards your targets.

We will periodically request, at least quarterly, records of your training completed to track that representatives are completing training that complies with our requirements. Where a representative is found not to be completing training on an ongoing basis, we will require that representative to catch up by the end of the following quarter or in the last quarter of the Training Year representatives will be required to have met all targets by the end of that quarter. Representatives who have not achieved the required training by the end of the training year, 30 June of each year, will be reported to the regulator that the standard required has not been met which in turn will be recorded on the Financial Adviser Register.

POLICY # 3: PRIVACY POLICY

Version 2, effective 24 September 2026

Your financial life is personal, and we treat the information you share with us that way. This policy explains what we collect, why, who sees it, and how you can access it, correct it or complain.

Who we are

In this policy, “we”, “us” and “our” refer to the ProSolution businesses listed on our Important Policies page. We share information between these businesses so we can coordinate your advice, lending, insurance and tax work.

We are bound by the Privacy Act 1988 (Cth), including the Australian Privacy Principles. When we deal with credit information, we are also bound by Part IIIA of that Act and the Privacy (Credit Reporting) Code.

Our Privacy Officer is Stuart Wemyss. Email swemyss@prosolution.com.au, phone 03 8624 4600, or write to PO Box 475, Collins St West VIC 8007.

What we collect

We collect only what we need for the services you engage us for. Depending on those services, this may include:

• Everyone: name, contact details, date of birth, identity documents, occupation, family and relationship details, and bank details for payments.
• Financial advice and insurance: income, assets, liabilities, superannuation, insurance, estate planning arrangements, goals and personal circumstances.
• Tax and accounting: your tax file number, income and expense records, business, trust and company records, prior returns and correspondence with the ATO.
• Home and investment lending: employment and income details, living expenses, dependants, residential history and credit information (see “Credit information” below).
• Our website: pages visited, device and browser details and IP address, collected through cookies and analytics tools.
• Job applicants: work history, qualifications and comments from referees.

Sensitive information. If you seek personal insurance advice, we may need health information. We collect health or other sensitive information only with your consent and only where it is needed for the service, unless the law requires otherwise.

If you choose not to provide information. You can make general enquiries without identifying yourself or by using a pseudonym. For advice, lending, insurance or tax work, we need to know who you are. If you do not give us the information we ask for, we may not be able to act for you, or our advice may be less suited to you.

How we collect it

We collect most information directly from you: in meetings (in person, by video or by phone), through secure online forms and through documents you upload to our secure client storage.

With your authority, we also collect information from others, such as your other advisers, lenders, product issuers, superannuation funds, the ATO and identity verification services.

With your agreement, we may record and transcribe client meetings using Microsoft Teams and Fireflies to produce accurate file notes. You can ask us not to.

If we receive information about you that we did not ask for and could not have collected, we will destroy or de-identify it where lawful to do so.

Why we use your information

We use your information to:

• give you financial, insurance, tax and accounting advice and carry out the work you engage us for
• help you apply for and manage finance
• prepare and lodge returns and deal with the ATO and other agencies for you
• verify your identity and meet our legal obligations, including under the Corporations Act, the National Consumer Credit Protection Act, the Tax Agent Services Act and anti-money laundering laws
• manage our relationship with you, including billing and service reviews
• improve our services and train our team
• send you information we think will interest you (see “Marketing”)

We use and disclose your information only for these purposes, for related purposes you would reasonably expect, with your consent, or where the law requires or allows it. We do not sell your personal information.

Who we share it with

We share your information only where it is needed to serve you or required by law. This may include:

• other ProSolution businesses
• lenders, lenders mortgage insurers, valuers and our aggregators, Connective and ProLoan
• product issuers, insurers, superannuation funds and investment platforms
• the ATO and other government agencies
• your other advisers, such as lawyers, accountants or brokers, with your authority
• service providers who support our business, including IT, cloud storage, software, identity verification, e-signing and email providers
• our offshore team (see below)
• our insurers, auditors, compliance advisers and lawyers
• regulators and dispute bodies, including ASIC, the Tax Practitioners Board and AFCA

Our contracts require service providers to use your information only to provide services to us and to protect it.

Information handled outside Australia

Some of your information is handled outside Australia. The main recipients are:

Who	Country	What they do
ProSolution team members engaged through Athena, an outsourced staffing provider	Kenya	Tax preparation support, loan processing and client administration
ProSolution team members engaged through GoTeam, an outsourced staffing provider	Philippines	Bookkeeping and finance support
ProSolution team members engaged through IOSG Co Ltd, an outsourced staffing provider	Vietnam	Tax preparation and compliance support
Microsoft 365 (including Teams)	Australia	Email, file storage, collaboration and meeting recordings
FYI Docs	Australia	Client document storage and workflow
ChatGPT (OpenAI) and Claude (Anthropic)	United States	AI-assisted drafting and analysis (see below)
Fireflies	United States	Meeting transcription and notes
Loom	United States	Recorded video explanations

Our team members in Kenya, the Philippines and Vietnam work under our supervision, inside our own systems and security controls, and do not keep copies of your information outside those systems. Before any information leaves Australia, we take reasonable steps to ensure the recipient protects it to the standard of the Australian Privacy Principles, including through contracts. We remain responsible under the Privacy Act for how these recipients handle your information.

We also use other software providers, mainly based in the United States, that may hold limited information such as your name and contact details.

Our team in Kenya works under our supervision, inside our own systems and security controls, and does not keep copies of your information outside those systems. Before any information leaves Australia, we take reasonable steps to ensure the recipient protects it to the standard of the Australian Privacy Principles, including through contracts. We remain responsible under the Privacy Act for how these recipients handle your information.

Our use of AI tools

We use the business versions of ChatGPT and Claude to help us draft, summarise and analyse. These are enterprise services, not free consumer apps. Under our agreements with these providers:

• your information is not used to train their AI models
• your information is encrypted in transit and at rest

A qualified member of our team reviews all AI-assisted work before we rely on it or send it to you. AI supports our professional judgement; it does not replace it.

Automated decisions. We do not make decisions that significantly affect you using software alone. Where we use software to help assess information, such as checking a lending application against lender criteria, a person makes the decision.

Credit information

When we help you apply for finance, we collect and hold credit information about you. This can include your existing loans and credit limits, your repayment history, any defaults, court judgments or personal insolvency, and previous applications for credit. We collect it from you, from lenders and from documents you provide.

We use it to understand your position, assess which loans suit you, meet our responsible lending obligations and prepare your application. We share it with the lenders and lenders mortgage insurers you choose to apply to, with your authority. We hold it in the same secure systems as the rest of your information, and it may be accessed by our team in Kenya for loan processing.

We do not obtain credit reports from credit reporting bodies or give information to them. The lenders you apply to will do so, and their privacy policies explain how. We never report unpaid ProSolution fees to a credit reporting body.

Marketing

We may send you articles, podcast episodes, event invitations and information about services offered by ProSolution businesses. We never use your health information or credit information for marketing. You can opt out at any time by using the unsubscribe link or contacting us, at no cost.

Tax file numbers

You do not have to give us your tax file number, but we usually need it to prepare and lodge your returns. We collect, use and disclose it only for tax, superannuation and other purposes the law permits, as the Privacy (Tax File Number) Rule 2015 requires, and securely destroy it when it is no longer needed.

Keeping your information secure

We hold your information electronically in secure systems. Protections include multi-factor authentication, encryption, role-based access and staff training. We keep very few paper records; any we do hold are kept in locked storage.

We keep your information for as long as we need it to serve you and meet our legal record-keeping obligations, generally seven years after our engagement ends. We then securely destroy or de-identify it.

If a data breach is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner as the law requires, and tell you what you can do to protect yourself.

Accessing and correcting your information

You can ask to see the information we hold about you, or ask us to correct it, at any time by contacting our Privacy Officer. We aim to respond within 30 days.

There is no charge to make a request. If giving you access involves significant work, we may charge a reasonable fee and will tell you before we proceed. If we cannot give you access or make a correction, for example because the information relates to legal proceedings, we will explain why in writing and tell you how to complain.

Please tell us when your details change, so the information we rely on stays accurate.

Complaints

If you are unhappy with how we have handled your information, please contact our Privacy Officer first. We will acknowledge your complaint within 7 days, keep you informed and aim to give you our decision within 30 days.

If you are not satisfied with our response, you can contact:

• Australian Financial Complaints Authority (AFCA) for complaints about financial advice, insurance advice, credit or credit information. Website afca.org.au, email info@afca.org.au, phone 1800 931 678, mail GPO Box 3, Melbourne VIC 3001. Our AFCA membership number is 10033.
• Office of the Australian Information Commissioner (OAIC) for any privacy complaint. Website oaic.gov.au, phone 1300 363 992.

Complaints about our tax agent services can also be made to the Tax Practitioners Board at tpb.gov.au.

Changes to this policy

We review this policy regularly and will publish any update on our website with a new version date. You can ask us for a copy, free of charge, in another format.

WEBSITE DISCLAIMER

This disclaimer applies to all content we publish, including this website, our blog, the Business by Design & Investopoly podcasts, videos, newsletters and social media. “We”, “us” and “our” refer to the ProSolution businesses listed above.

General advice warning

Any advice in our content is general advice only. It has been prepared without taking into account your objectives, financial situation or needs. Before acting on it, you should consider whether it is appropriate for you, having regard to your own objectives, financial situation and needs. If it relates to a particular financial product, you should obtain and read the relevant Product Disclosure Statement and Target Market Determination before making a decision.

Tax and lending information

Tax information in our content is general information, not tax advice, and reflects the law as we understood it at the date of publication. Tax outcomes depend on your circumstances, so do not rely on it for your own tax affairs without advice from a registered tax agent.

Lending information is also general. It is not credit assistance, and we cannot tell whether a loan suits you until we have assessed your circumstances.

Our licences

ProSolution Group Pty Ltd (ABN 54 096 725 370) holds Australian Financial Services Licence and Australian Credit Licence 238449. ProSolution Wealth Advisory Pty Ltd and ProSolution Advisory Services Pty Ltd are authorised representatives of that licence. ProSolution Tax Advisory Pty Ltd is a registered tax agent (17682003). Our Financial Services Guide and Credit Guide are available on request.

How we are paid

When we arrange a loan, we are usually paid a commission by the lender. When we provide personal advice or tax services, we charge fees agreed with you in advance. Full details are in our Financial Services Guide and Credit Guide. We do not accept payment for mentioning products or providers in our content.

Accuracy and currency

We take care to make our content accurate, but it is correct only at the date of publication. Laws, tax rates, lending policies and markets change, and older articles and episodes may no longer be current. Please check the publication date and confirm anything important before you act on it.

Examples, opinions and forecasts

Examples and case studies are illustrations only; names and details are changed to protect client privacy. Opinions are those of the author at the time of writing. Forecasts and projections are not guarantees.

Investment risk

All investments carry risk, and their value can fall as well as rise. Past performance is not a reliable indicator of future performance.

Third-party content and links

References to third-party products, services or websites are for information only and are not endorsements. We are not responsible for the content or practices of websites we link to.

Liability

To the extent permitted by law, we are not liable for any loss arising from reliance on our general content. Nothing in this disclaimer excludes any right you have under Australian law that cannot lawfully be excluded.

Readers outside Australia

Our content is intended for Australian residents and is based on Australian law. It may not be suitable for, or comply with the laws of, other countries.

Copyright

Our content is protected by copyright. You are welcome to share it with a link and attribution, but please ask us before republishing it.