Australian Bond Exchange Pty Ltd ACN 605 038 935, AFSL 484453 and its related bodies corporate (ABE, we, us, our) loves to hear your feedback when you are pleased with our services. However, we know that we may not always get everything right. We encourage you to contact us if you are dissatisfied with any aspect of our services.
Lodging a Complaint
You can lodge a complaint:
(a) Email: compliance@bondexchange.com.au
(b) Phone: 1800 319 769
Resolving Complaints
Once we receive a complaint, we will try to handle it immediately. However, if this is not possible, the person who has been appointed to handle the resolution of your complaint will contact you no later than the end of the business day following receipt of your complaint.
The person handling your compliant will then investigate the complaint, and in some cases they may ask you to provide additional information.
How long will it take?
ABE will try to resolve your complaint within five calendar days, however, sometimes we may not be able to do this.
If we can’t resolve your complaint within five calendar days, we will use all efforts to resolve your complaint within 30 days.
In limited circumstances we may not be able to provide you with our response to your complaint within the above timelines. In these cases, we will write to you to tell you the reasons for the delay, advise you of the progress of our investigations and give you information about your rights.
How will ABE notify me of the outcome of my complaint?
ABE will contact you by email (and by phone if that is indicated by you as your preferred method of correspondence).
If our response to your complaint is not in your favour, we will also write to you also to explain the reasons for our decision and provide you with information about your rights.
What if I am not satisfied with ABE’s response to my complaint?
ABE is a member of the Australian Financial Complaints Authority (AFCA).
If you are a ‘retail client’ (or in some limited cases a ‘wholesale client’ who is not a ‘professional investor’ or a ‘sophisticated client’) (Eligible Customer) you can refer your complaint to AFCA.
AFCA is an independent dispute resolution services that is provided to Eligible Customers free of charge.
You can contact AFCA on:
- 1800 931 678 (free call)
- info@afca.org.au
- www.afca.org.au
- GPO Box 3 Melbourne VIC 3001
Once a complaint has been made to AFCA, they will contact ABE directly to begin investigations.