Open process, timeframes on the table

Our commitment

A complaint is an instrument for making the product better, not a nuisance: every case becomes a record, an analysis and, where warranted, a process change. For clarity, we count as a complaint any dissatisfaction put in writing about service, charges, conduct or operational results. A purely technical question goes through normal support; a dispute, however informal, is born a complaint and receives a case number.

The process, step by step

1. Lodging. Email [email protected] with the subject "Complaint", describing what happened, when, and the resolution you expect. An automatic reply confirms receipt with a case number.
2. Triage. Within two business days the responsible area assembles the internal file and, if anything is missing, asks for it all at once, without ping-pong.
3. Investigation. The case is checked against the account's full history: trades, settings, sessions and messages. Long investigations trigger a progress update before the deadline passes.
4. Formal response. A written conclusion with the proposed resolution and its reasoning. Where the complaint is upheld, the fix carries a deadline stated in the same response.
5. Close or escalate. Accept, and the case closes; decline, and the external resolution item below is your next step.

What to send (and what never to)

The essentials: full name, account email, previous case number if any, a chronological account of the problem and the outcome you want. Screenshots and trade identifiers help enormously. A detail that changes outcomes: attach everything in the first email. A case with complete evidence resolves in one round; a case fed in three instalments becomes three rounds and twice the wait.

Never send: passwords, 2FA codes or complete card numbers. No legitimate area needs them to handle a complaint; anyone asking is running a scam and should be reported.

Timeframes

Acknowledgement: immediate. First substantive response: up to five business days from complete lodgement. Complex cases with extended investigation: up to fifteen business days, always with a mandatory interim update before the deadline. Business days are counted in Australia; the clock pauses while requested information is with you and resumes on delivery.

Escalation and external resolution

If the internal process does not resolve your complaint, or you reject the proposed resolution, you may take the matter to the bodies competent for your case and jurisdiction, which are identified in the formal closing response. Keep the complete correspondence: it is the documentary base for any later stage.

Before that, an internal review by a second area independent of the original handling team is available: write with the same subject and the case number. It is not a legal-formality appeal but a fresh pair of eyes over the same file, with authority to decide differently, and on average about one review in ten changes the outcome.

Company commitments

• Transparency: every response explains the reasoning, not just the verdict.
• Confidentiality: case data is used only to resolve the case.
• Impartiality: analysis runs on the complete records, favouring neither side.
• Traceability: no complaint sits without a visible status until closed.
• No retaliation: complaining never affects your service or conditions.
• Improvement: recurring complaints trigger documented process changes.

Contact

Lodge or follow up a complaint: [email protected]. Support hours: Monday to Friday, 9:00am to 5:30pm AEST (excluding public holidays). Responsible area: Client Support & Compliance. A closing note on tone: a well-founded complaint improves the product for everyone, and several visible changes on the platform today, from withdrawal timeframes to the wording of the weekly report, began as client records.