Feedback and Complaints Policy

October 2025

Purpose

Longreach Alternatives Ltd (‘Longreach’) is committed to ensuring your needs as a client are being met. We welcome any feedback from you about any positive or less positive experiences you may have about our products and services.

The feedback and complaints handling process Longreach has implemented aims to:

• Act efficiently, honestly and fairly when resolving client complaints;
• Strive to increase the level of client satisfaction;
• Enhance and strengthen relationships with out clients;
• Provide an efficient, fair and easily accessible mechanism for raising and resolving client complaints;
• Continually monitor and analyse complaints Longreach receives in the pursuit of improving the quality of the products and services provided to our clients

Providing Feedback or Raising a Complaint

Providing feedback or raising a complaint can be made via the following avenues:

• Phone: +61 2 9135 0428
• Email: client.services@longreachalternatives.com
• Mail: Longreach Alternatives, Level 9, 88 Phillip Street, Sydney NSW 2000

What happens after you raise a Complaint?

Longreach is committed to ensuring that all complaints are taken seriously and handled in an effective and efficient manner. Once the complaint is received the following process will be undertaken:

1. Acknowledgement of the Complaint (as soon as practicable or within 1 business day): Once the complaint has been raised to Longreach’s attention, we will endeavour to provide acknowledgement of receiving the complaint via written or verbal form.
2. Review of the Complaint (within 30 calendar days): If the complaint cannot be resolved immediately, Longreach’s Compliance Team will oversee the investigation of the matter regarding the details raised in the complaint.

In the event that the investigation exceeds the 30-calendar day period, a response will be provided regarding

• Reason for the delay
• Your right to take the complaint to External Dispute Resolution (EDR) via the Australian Financial Complaints Authority (AFCA); and
• Name and contact details of AFCA.

3. Outcome of the Complaint (within the same 30 calendar day period outlined in step 2.): Once Longreach has the determined the outcome of the complaint, information will be provided to you regarding the following:

1. Outcome of the complaint, the reason for this outcome, and any proposed remedy including compensation (where appropriate)
2. Complainant’s right to take the complaint to AFCA; and
3. Name and contact details of the AFCA.

What happens when you are not satisfied with the Outcome?

If you are not satisfied with the outcome presented to you, you may refer the complaint to AFCA where the body provides a free and independent service to assist in resolving complaints.

• Website: www.afca.org.au
• Phone: 1800 931 678 (free of charge)
• Email: info@afca.org.au
• Mail: Australian Financial Complaints Authority, GPO Box 3 Melbourne Victoria 3001.