HiFX is committed to the delivery of excellence through its high customer service standards. Whether a Client is providing feedback, paying a compliment or making a complaint, a Client's input is important. Should a Client be dissatisfied with the service provided the following steps should be followed, as part of our Internal and External Dispute Resolution procedures.
If you, the Client, are not satisfied with the products or service you have received from HiFX you should contact us in the first instance either by phone, email or in writing. We will undertake to investigate your concerns promptly and fairly.
Step 1: Contact Your Foreign Exchange Dealer
Contact your foreign exchange dealer at HiFX and discuss your concerns.
Step 2: Make a Formal Complaint
If your complaint is not satisfactorily resolved, contact HiFX Complaints Officer to inform us about your complaint. You may do this by telephone, facsimile, email or letter. The contact details are as follows:
Telephone: +61 2 8270 4500
Fax: +64 9 306 3701
HiFX Limited Compliance Department
c/- HiFX Australia Pty Limited
75 Castlereagh Street,
Sydney NSW 2000 Australia
HiFX aims to deal with a Client's complaint as quickly as possible and will respond to the Client within 5 working days. Should the complaint prove to be more complex, it can take longer, nonetheless we will keep you informed of the progress. HiFX is focused on resolving client complaints in a timely and efficient manner with a resolution that is satisfactory to the client. Complaints are regarded as opportunities for improving the service offered to our clients and to make improvements to the business where necessary.
Step 3: Make a Formal Complaint to the Financial Ombudsman Service Ltd
If you still do not get a satisfactory outcome, you have the right to complain to the Financial Ombudsman Service Ltd (FOS), if your complaint is within its rules. FOS is an external dispute resolution scheme. The contact details for FOS are:
Financial Ombudsman Service Limited
G.P.O. Box 3
Melbourne, VIC, 3001 Australia
Telephone: 1300 780 808
HiFX is a member (Member 11670) of the FOS complaints resolution scheme. The service provided to you by FOS is free. The Australian Securities and Investments Commission (ASIC) also has an Information line on 1300 300 630 which you may use to make a complaint and obtain information about your rights.