How to Express Your Compliments and Concerns
If you have any queries, compliments, concerns or suggestions, please let us know. We like to hear what you have to say about our service, products and online facilities. We always endeavour to address any comments made by you. Please email cso@trading.e-shares.com.au.

How to Raise a Complaint
Should you decide to raise a complaint with us, we ask that before contacting us that you first read all documentation and contracts (client agreements, sponsorship agreements, cash account agreements, etc) provided to you. These documents, along with the Frequently Asked Questions may provide the answer to your concern or complaint.

Copies are available online or by contacting us:

• Terms and Conditions
  
• User Agreement

Should the documentation not address the matter, please contact us. Whilst we accept complaints via phone, email or in person, we encourage you to put your complaint in writing. When raising a complaint, the following details are of use in helping us address the matter:

• Your name;
  
• Contact details;
  
• Account number;
  
• Nature of complaint;
  
• Persons involved; and
  
• What resolution you are looking for.

You may raise a complaint in the following ways:

• In person - Our address is Level 7, 141 St Georges Terrace, Perth WA 6000.
• By mail - Attention: The Complaints Manager, PO Box 7428, Cloisters Square, WA, 6850.
• By fax - Our fax number is 1300 793 596.
• By email - Email to complaints@ausiex.com.au with all details noted.
• By phone - Our Client Service Centre can be contacted on 1300 135 189.

We will acknowledge receipt of your complaint within 21 days. Every effort will be taken to resolve your complaint as soon as possible. Depending on the nature of the issue this may take up to 45 days.

How we investigate your complaint
We have an internal complaints process. This process has been established so that your complaint is dealt with efficiently and fairly. Complaints are monitored in an endeavour to improve the quality of our products and services.

All complaints are acknowledged and appropriately investigated. When we receive a complaint from you, we will provide you with a case number for ease in referencing the issue. Please quote your case number when following up on the progress of a complaint.

External Assistance
Should the matter not be resolved after 45 days you are entitled to contact the Financial Industry Complaints Service (FICS), which we are a member of.

FICS are independent to us and facilitate the resolution process for valid complaints within the terms set out in the FICS rules. FICS will only deal with your complaint if you have firstly contacted us to try to resolve internally and have lodged the complaint in writing with us.

FICS

• Web: www.fics.asn.au
  
• Phone: 1300 780 808
  Mail: PO Box 579
  Collins Street West
  Melbourne VIC 8007
  

You may also go to the Australian Stock Exchange (ASX) with a complaint.

ASX

• Web: www.asx.com.au
  
• Phone: 1300 300 279
  
• Mail: PO Box H224
  Australia House
  Sydney NSW 1215