Complaints Handling Procedure

AxiCorp Financial Services Pty Ltd (Axi) is committed to:

We welcome feedback on our service at any time. If you are dissatisfied with our services please give us the opportunity to fix the problem. We will investigate, answer your questions and work hard so you enjoy trading with Axi.
Axi’s complaints handling procedures seek to ensure complaints are reviewed in detail and result in fair resolutions to customer complaints.

What is a complaint?

Axi defines a complaint as “an expression of dissatisfaction made to us, related to our products or services, or our complaints handling process, where a response or resolution is explicitly or implicitly expected”, which is derived from ISO 10002 Customer Satisfaction and Complaints Handling (“ISO 10002”). This definition is also adopted by ASIC (Regulatory Guide 165 -- Licensing: Internal and external dispute resolution “RG165”).

How to make a complaint

Any member of Axi staff can receive a customer complaint and has the responsibility to do everything within their authority to resolve the issue at the first point of contact.

Where a member of staff feels they lack the experience, expertise or authority to settle the matter immediately, they may refer the matter to their supervisor.
We may ask you to provide details to us in writing. This includes specifying the nature of the complaint, providing us with specific details, and the desired outcome or action you wish Axi to take to settle the complaint to your satisfaction. We may ask you to provide relevant material to support the complaint; doing this will help us respond quickly.

You can contact our Client Services team through any of the contact details below:
Client Services
AxiCorp Financial Services Pty Ltd
Bay 5, 6 Middlemiss St
Lavender Bay,
NSW 2060
Australia
Email: service@axitrader.com
Phone: +61 2 99655 830

Investigation

On receipt of your complaint our staff will discuss the issue with you and, if required, 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, every effort will be made to resolve complaints with 21 calendar days of receipt.

If we are unable to resolve the complaint within 60 calendar days we will: (a) inform you of the reasons for the delay; (b) provide you with updates on the progress of the complaint; and (c) specify a date when a decision can be reasonably expected. We would expect that in most cases the above process would deal with the matter fully and to your satisfaction.

 

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

Date of Issue: 20 May 2021