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: (Country Code 61) 2 8243 7100
OANDA Australia Pty Ltd
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).
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:
- Email: email@example.com
- Phone: 1800 931 678 (or +61 1800 931 678 if calling from overseas)
- Online: www.afca.org.au
- Mail: GPO Box 3, Melbourne, VIC, 3001.
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.
How will we deal with your complaint?
We will acknowledge receipt of your complaint within 1 business day of receiving it and endeavour to resolve the complaint within 30 days of receiving it.
Depending upon the complexity of your complaint, we may need you to provide more further information to assist with our investigations.
If we are not able to provide our IDR Response to you on time because your complaint is complex or because of circumstances beyond our control, we will write to you to explain the reasons for the delay, and inform you of your right to complain to AFCA and provide you with AFCA’s contact details.
We will respond to you with the outcome of our investigations about your compliant via the mode of communication selected by you: Email, letter, telephone, SMS message.