How we work with you

We deliver our services remotely so we can reach clients wherever they are in Australia. All meetings happen by phone or video call — no office visit needed.

• Meetings by phone or video call at a time that works for you
• Documents exchanged and signed securely through digital channels
• All communication through agreed, official channels
• Access to your adviser and support team throughout the process

You can learn more about what we offer on our services page and how we charge on the fees page.

Your first conversation

The first conversation is at no cost and comes with no obligation. It's a chance for us to understand your situation and for you to decide whether we're the right fit.

You don't need to prepare anything specific, but it can help to think about:

• What you're hoping to achieve — retirement, wealth building, protection, or clarity
• Any specific concerns or questions you have
• Whether you have existing super, insurance, or investment arrangements
• How you prefer to communicate — phone, video, or email

The Australian Government's MoneySmart website has a helpful guide on what to ask when choosing a financial adviser.

How we communicate

We keep in touch by phone, email, and scheduled video meetings. All emails come from our official @ascendancyplanning.com.au domain.

• Phone calls from our published number: 1300 317 437
• Emails from @ascendancyplanning.com.au addresses only
• Video meetings by scheduled appointment via Google Meet or Zoom
• SMS for appointment reminders only — never containing links

If you receive communication that seems unusual or unexpected, please call us directly on 1300 317 437 before responding. Do not click links in messages you weren't expecting.

Identity verification

Australian law requires financial advisers to verify the identity of their clients. This applies to both new and existing clients under the Anti-Money Laundering and Counter-Terrorism Financing Act.

Recent reforms to Australia's AML/CTF laws mean that identity verification processes are changing across the financial services industry. As a result, our team may communicate about verification in a different way than before.

Here is what to expect from us:

• You may receive an email or SMS from our official channels before a team member calls you about verification
• We may ask you to confirm details we already hold — such as your date of birth or address
• We may ask you to provide identification documents (passport, driver licence) for sighting
• Our team will send updates from our official email with information about our verification process

You are always entitled to challenge any caller about their identity before sharing personal details. If you have any doubt, hang up and call us directly on 1300 317 437.

Protecting your security

Scammers are targeting Australians with increasingly sophisticated methods — including impersonating financial advisers and institutions. To protect your information and your assets, there are things we will never do in our communications with you.

If anyone contacts you claiming to be from Ascendancy Planning and asks for any of the above, end the conversation immediately. Then call us on 1300 317 437 to speak with a real member of our team.

We encourage all clients to challenge any caller about who they are before discussing or sharing personal information. You can learn more about recognising scams at the Australian Cyber Security Centre.

Your information

We hold your data securely using encrypted storage, two-factor authentication, and strict access controls. Some calls or meetings may be recorded for quality or compliance — you can ask for recording to stop at any time.

• Keep your contact details up to date with us
• Be cautious of unexpected messages requesting urgent action
• Let us know immediately if you suspect misuse of your information

You have the right to request a copy of the information we hold about you. Full details are in our Privacy Policy.

Feedback and complaints

If something isn't right, we want to know. You can use our complaints page to understand the process and lodge a complaint directly.

If we can't resolve it to your satisfaction, you can escalate to the Australian Financial Complaints Authority (AFCA) — a free, independent dispute resolution service. You can also read more about what to do if you have problems with a financial adviser on MoneySmart.