Complaint handling and dispute resolution process
Monex Securities Australia Pty Ltd (ABN 84 142 210 179) is an Australian Financial Services company known as MONEX Securities (AFSL 363972).
Our complaint handling and dispute resolution process
We are committed with providing you the highest level of customer service experience. If you are dissatisfied with any of our services, we’d like to hear about it, so we can rectify the matter accordingly as your feedback is important to us.
Should you have a complaint regarding any of our services, we will attend to your concerns in accordance with our complaint handling policy (CHP) and our internal dispute resolution process (IDR).
We are a member of an external dispute resolution scheme with the Australian Financial Complaints Authority.
Making a Complaint
When you make a complaint to us, we will:
- Acknowledge your complaint within 72 hours (or three business days) of receiving it. We may also contact you within 5 business days from acknowledgement if further information is required from you. This is to ensure we can do everything possible to investigate the matter or problem.
- Keep you informed of our progress in assessing your matter.
- Provide an IDR response to you no later than 30 calendar days after receiving the complaint.
- Keep a record of your complaint.
If we are unable to provide a final response to your complaint within 30 calendar days, we will:
- Inform you of the reasons for the delay.
- Advise of your right to complain to the Australian Financial Complaints Authority (AFCA). As we are a member of AFCA, you will need to quote our membership number 24293 when lodging your complaint; and
- provide you with instructions on how to contact AFCA.
Where to lodge your complaint
| By phone | +61 2 9103 9600 (9.00am – 5.00pm EST) |
| In writing |
The Complaints officer Monex Securities Australia Pty Ltd Level 11 300 George Street Sydney NSW 2000 |
| Via Email | complaints@monexsecurities.com.au |
When making your complaint, you will need to provide us with the following information so we can investigate your matter promptly:
- your full name (as provided to us when opening your account)
- your Monex AU account number
- your preferred method of contact (for example, by telephone, email, or other means as agreed between us)
- the reason for your complaint, including relevant information on the matter; and
- what you are seeking from us to resolve your complaint.
You may appoint someone (such as an agent, representative, family member or other persons you authorise) to represent you or lodge your complaint on your behalf. Please note that should you wish to appoint someone, then you must provide us with written authority before we can communicate directly to any representative that you appoint. This is to ensure we can protect your privacy and be certain we are dealing with your representative as per your instruction.
How we deal with your complaint
We take all complaints seriously as they give us information about how we can improve our services to you. Monex has a complaint handling policy, which is available to you free of charge if you require. Our internal complaint handling policy contains detailed information about the complaints handling process that will be followed by our staff. We will acknowledge receipt of your complaint and try to resolve it as reasonably possible.
Generally, where your complaint is communicated to us:
- verbally – we will acknowledge your complaint in the same manner as received, or in writing, within three business days, or as soon as practicable;
- in writing – by email or via social media, we will acknowledge your complaint, in writing, within three business day or as soon as practicable thereafter.
At the time of acknowledging your complaint, we will also have regard to any communication preferences in relation to the way in which you wish for us to communicate with you throughout the complaint handling process, this is by telephone, in writing or as agreed between us.
Internal dispute resolution process
If we cannot resolve your complaint at the time of expressing your dissatisfaction, we will inform you and discuss with you a reasonable timeframe to resolve the matter.
We will provide you with our written response on the progress and outcome of your complaint (“IDR Response”). The internal dispute resolution IDR process allows us to resolve issues no later than 30 calendar days after receiving your complaint. In some cases where there are complicated facts or circumstances, this may take longer than 30 calendar days. If so, we will write to you to explain the reasons for the delay and inform you of your right to complain to AFCA and provide you with AFCA’s contact details.
Each complaint or dispute received by us is recorded internally on our register and assigned to an appropriate person to resolve.
External complaints resolution process
If you are not satisfied with the handling of your complaint, you can contact the Australian Financial Complaints Authority (AFCA) in relation to financial services complaints.
AFCA Contact details are:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Australia
Phone: 1800 931 678
Fax: +61 (03) 9613 6399
Email: info@afc.org.au
You can lodge your complaint online by visiting their website at https://www.afca.org.au. Alternatively, you can also contact ASIC on 1300 300 630 to make a complaint and to obtain further information about your rights.
