Complaints Policy

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		Complaints Policy

Procedure

A dispute or difference whatsoever in connection with the OZFOREX agreement must be dealt with by you in Australia as follows in the event that the dispute or difference is unable to be resolved by OZFOREX in accordance with its internal complaints handling system:

You must refer the dispute or difference to Financial Ombudsman Service (FOS), for determination in accordance with its rules; or

If the dispute or difference does not fall within the rules of FOS, the dispute or difference must be submitted by you to arbitration in accordance with and subject to the Institute of Arbitrators and Mediators of Australia Expedited Commercial Arbitration Rules, and to the extent permitted under those rules the Arbitrator will be a person recommended by the New South Wales Chapter of the Institute of Arbitrators and Mediators of Australia.

Accordingly, in Australia you have no right to proceed against OZFOREX in respect of any dispute or difference whatsoever in connection with the OZFOREX Agreement other than as set out above.

Accept determination

You and we agree to accept the determination of FOS or the arbitrator, as the case requires, as final and binding and submit to the non-exclusive jurisdiction of the Courts in New South Wales for the enforcement of any such determination.

Internal complaints handling system

Please contact the Client Support Services Department on +1300 300 424 or +61 2 8667 8090 for information on how complaints are handled by OZFOREX, Sydney internally.

1. Should a client have reason to complain, then it is important that at first you advise your usual contact at OZFOREX. Our Dealers or Backoffice staff will be pleased to help, so please ask to speak to any of our representatives if you feel you have cause for complaint. Complaints will usually be resolved at this early stage.

2. In the unlikely event that your concerns cannot be resolved at the first point of contact we will advise you that the matter is under investigation and that we will look into the concerns you have raised. We will contact you promptly with the results of our findings.

3. If your complaint is not resolved to your satisfaction, you will be advised to refer the matter to our Compliance Officer, in writing, in order for him to conduct his own investigation (compliance@singforex.com.sg). We will respond to you with our final response at this stage.

4. We are committed to resolving complaints through our Complaints Procedure.

However, should you still remain dissatisfied following our final response, you can refer your case to the Financial Ombudsman Service (FOS) in Australia.

FOS is an independent organisation set up to resolve disputes between consumers and financial firms such as ourselves.

Please note that FOS will only investigate cases once we have been given the opportunity to resolve your complaint.

Contacting FOS

You may lodge your complaint with FOS by sending the necessary documents and information to:

Financial Ombudsman Service Limited
GPO Box 3
Melbourne
VIC 3001(Australia)

Before FOS will deal with your complaint you must have first lodged a formal complaint with us and given us time to resolve the complaint.

OZFOREX's rights

The above procedure does not prevent OZFOREX from commencing proceedings against you in any relevant jurisdiction, in addition to submitting any dispute or difference whatsoever with you in connection with the OZFOREX Agreement to arbitration as described above.

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