Complaints Handling Procedure
Axi is commited to:
- providing a high standard of client service;
- addressing complaints efficiently and promptly; and
- maintaining our good reputation for integrity and accountability.
To achieve the above, we rely on your cooperation with our complaint handling staff by providing clear information and behaving reasonably.
What is a complaint?
Axi defines a complaint as “an expression of dissatisfaction made to us by clients, related to our trading products or services, staff or our handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required”, which is derived from Australian Standard AS/NZS 10002:2014 Guidelines for complaint management in organizations (“AS/NZS 10002:2014”) and ASIC RG271.
Making a Complaint
If you are dissatisfied with our services you can make a complaint:
In writing:
AxiCorp Financial Services Pty Ltd, PO Box 585, North Sydney, NSW 2059
By phone:
Calling within Australia: 1300 888 936 (Free in Australia) or +61 2 9965 5830
Calling from outside Australia +61 2 9965 5830
By email:
Investigation
Once we have received your complaint, we will send you a complaint acknowledgement. We will then assess and investigate your case and provide you a response.
Our staff will discuss the issue with you and will complete an investigation. Investigation result will be reviewed and approved by our Compliance Officer before releasing to you.
Whilst our internal procedures generally allow us up to 60 calendar days to deal with a complaint.
If we are unable to resolve the complaint within 60 calendar days we will:
- inform you of the reasons for the delay;
- provide you with updates on the progress of the complaint;
- specify a date when a decision can be reasonably expected;
- remind you of your right to complain to External Dispute Resolution body; and
- provide you with the contact detail of the External Dispute Resolution body.
External Dispute Resolution
If there are circumstances where the complaint has been fully considered under Axi’s internal complaints procedure and has not been resolved to your satisfaction, you have the option of having the complaint heard by External Dispute Resolution bodies– the Australian Financial Complaints Authority (AFCA) and the Dubai Financial Services Authority (DFSA)
AFCA is an independent external dispute resolution scheme approved by Australian Securities and Investments Commission (ASIC) who will make a determination after reviewing your complaint and all relevant issues, for example any relevant laws.
DFSA is the independent regulator of financial services conducted in or from the DIFC, a purpose-built financial free zone in Dubai, UAE. Depends on the types of complaints, the DFSA might consider your case.
You can contact AFCA or the DFSA in the following manner:
AFCA:
Online: https://www.afca.org.au/make-a-complaint
Mail:
The Australian Financial Complaints Authority
GPO Box 3
Melbourne
VIC 3001
Toll free (Australia only):1800 931 678
Phone: +61 1800 931 678
(International calls may incur a charge from your carrier)
Email: info@afca.org.au
Website: www.afca.org
DFSA
Online: https://www.dfsa.ae/your-resources/consumer/complaints
Mail:
The Dubai Financial Services Authority(DFSA)
PO Box 75850, Dubai, UAE
Phone: +971 (0)4 362 1500
Email: corpcomms@dfsa.ae
Website: www.dfsa.ae