Complaints Process

Last updated: this document is a working draft and must be reviewed by an Australian legal adviser before the platform accepts money.

Step 1 — Tell us

Raise a support ticket from your account, or email the complaints address on the contact page. Include your account email, what happened, when, and the outcome you are seeking.

Step 2 — Acknowledgement

We aim to acknowledge every complaint within one business day and to record it in a complaints register.

Step 3 — Investigation and response

We aim to provide a written response within 30 calendar days, which is the maximum timeframe under ASIC Regulatory Guide 271 for most financial-services complaints. If more time is needed we will explain why and tell you your options.

Step 4 — External review

If the operating entity becomes a member of the Australian Financial Complaints Authority, complaints unresolved after the internal process may be escalated to AFCA free of charge. AFCA membership is not currently claimed; membership details will appear on the regulatory disclosures page when they exist.

You can also raise concerns about privacy with the Office of the Australian Information Commissioner, and about misleading conduct with the ACCC or ASIC.