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Complaints Handling Procedure

Our Commitment

AxiTrader is committed to:
• providing a high standard of client service;
• addressing complaints efficiently and promptly; and
• maintaining our good reputation for integrity and accountability.

Making a Complaint

If you are dissatisfied with our services you can make a complaint:

In writing: AxiCorp Financial Services Pty Ltd, Level 10, 90 Arthur St, North Sydney NSW 2060
By phone: 1300 888 936 (Free in Australia) or +61 2 9965 5830 (Free internationally)
By email: service@axitrader.com

Whilst our internal procedures generally allow us up to 45 calendar days to deal with a complaint, we will endeavour to resolve complaints within 21 calendar days of receipt. If we are unable to resolve the complaint within 45 calendar days, we will:

• inform you of the reasons for the delay;
• provide you with updates on the progress of the complaint; and
• specify a date when a decision can be reasonably expected.

External Dispute Resolution

If you are not satisfied with our final response, you may lodge a complaint with:
• the Australian Financial Complaints Authority (AFCA) for Australian resident clients; or
• the Financial Disputes Resolution Service (FDRS) for New Zealand resident clients.

AFCA and FDRS are independent external dispute resolution schemes who will make a determination after reviewing your complaint and all relevant issues, for example any relevant laws.

AFCA and FDRS have the authority to resolve the complaint and AxiCorp will be bound by their determination. Should you decide to lodge a complaint with AFCA or FDRS, you can do so free of charge.

AFCA:

Online form: https://www.afca.org.au/make-a-complaint
Mail: The Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Phone: Toll free (Australia only):1800 931 678
Email: info@afca.org.au
Website: www.afca.org

FDRS:
Online form: https://fdrs.org.nz/complaints/make-a-complaint/
Mail: Financial Disputes Resolution Service, Freepost 231075, PO Box 2272
Wellington 6140
Phone: Freephone: 0508 337 337. International calls: If you are calling from outside New Zealand, call +64 4 910 9952
Email: enquiries@fdrs.org.nz
Website: https://fdrs.org.nz