Complaints Handling Procedure

AxiCorp Financial Services Pty Ltd (AxiCorp) 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 AxiCorp.
AxiCorp’s complaints handling procedures seek to ensure complaints are reviewed in detail and result in fair resolutions to customer complaints.

What is a complaint?

AxiCorp 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 AxiCorp 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 AxiCorp 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:
AxiTrader Limited


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

Whilst our internal procedures generally allow us up to 45 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 45 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 AxiCorp’s internal complaints procedure and has not been resolved to your satisfaction, you have the option of having the complaint heard by AxiCorp’s External Dispute Resolution Schemes – the Australian Financial Complaints Authority (AFCA) and the New Zealand Financial Dispute Resolution Service (FDRS).

AFCA and the FDRS are an independent external dispute resolution scheme approved by ASIC (AFCA only) who will make a determination after reviewing your complaint and all relevant issues, for example any relevant laws.

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

You can contact AFCA or the FDRS in the following manner:
By writing to:

For Australian Residents:

Online complaints form:

The Australian Financial Complaints Authority
GPO Box 3
VIC 3001

Toll free (Australia only):1800 931 678

For New Zealand Residents:


Online complaints form:

The Financial Disputes Resolution Service
Freepost 231075
PO Box 2272
Wellington 6140

Freephone: 0508 337 337
International calls: If you are calling from outside New Zealand, call +64 4 910 9952


Date of Issue: 29 August 2019