CFDs are complex instruments with a high risk of losing money rapidly due to leverage. You do not own or have any rights to the underlying assets when trading CFDs. Please refer to our Target Market Determination Policy and consider if CFDs are suitable for you.

Internal dispute resolution

As an AFS licensee, we are required to have a dispute resolution system in place. The dispute resolution system must comply with the standards and requirements made or approved by the Australian Securities and Investments Commission (ASIC).

The policy has been developed with reference to the Essential Elements of Australian Standard AS/NZS 10002:2014 Guidelines for complaint management in organisations, and the requirements as set down in ASIC’s Regulatory Guide 271.

What is a complaint?

A complaint can be defined as an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

There is no charge payable by a complainant for making a complaint to OANDA.

How to make a complaint

You can make a complaint against our products and services using one of the methods below:

Telephone: +61 2 8046 6258
Email: idr@oanda.com

Writing

OANDA Australia Pty Ltd
Level 1
60 Martin Place
SYDNEY NSW 2000

When making a complaint, please tell us:

  • Your name
  • Your account username
  • By which mode you would prefer OANDA to communicate with you
  • The details of your complaint; and
  • How you are seeking to resolve your complaint.

Escalating your complaint

If you are not satisfied with our response to your complaint, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA).

AFCA

We are required to be a member of an external dispute resolution scheme. Accordingly, we are a member of AFCA and our membership number is 28370.

You can contact AFCA using the following details:

Frequently asked questions

Do you need help with making your complaint?

If you need help to make or manage your complaint, you can appoint someone (for example, a relative or friend) to represent you. Please note that we will need your authority to speak to any representative that you appoint.