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.

Steps to make a complaint via email – what the client should present

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 efficiently. 

You can contact our Client Services team through chat or email. Please refer to our Complaints Handling Policy for more details. 

Complain Handling Policy

Investigation

On receipt of your complaint our staff will discuss the issue with you and, if required, will complete an investigation.  

Our internal procedures 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 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. We would expect that in most cases the above process would deal with the matter fully and to your satisfaction. 

If the dispute cannot be resolved to the client's satisfaction, the client can contact the external complaint handling body.