Making a Complaint

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
Postal Address:
HiFX Limited Compliance Department
c/- HiFX Australia Pty Limited

Level 1,
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 are not satisfied with our final response, you may lodge a complaint:

  • with the Financial Ombudsman Service Australia if lodged before 1 November 2018:

  • Online:
    Phone:1800 367 287 (free call)
    Mail: Financial Ombudsman Service Australia
    GPO Box 3, Melbourne VIC 3001

  • with the Australian Financial Complaints Authority if lodged on or after 1 November 2018:

  • Online:
    Phone: 1800 931 678 (free call)1
    Mail: Australian Financial Complaints Authority
    GPO Box 3, Melbourne VIC 3001

Time limits may apply to complain to FOS or AFCA and so you should act promptly or otherwise consult the FOS and AFCA websites to find out if or when the time limit relevant to your circumstances expires.

[1] Your customers can lodge complaints with AFCA on this number from 1 November 2018

$ 165989549845 508 1299707400 1547596728

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