HiFX Limited and HiFX Australia Pty Ltd (collectively known as HiFX) is mindful of the need to ensure that clients are treated fairly and consistently, and that we handle complaints or disputes internally in an efficient, timely and effective manner. The HiFX Complaint Handling Policy is aimed at ensuring that clients’ expressions of dissatisfaction are heard and that HiFX address them in a genuine, prompt, fair and consistent manner. We believe that addressing complaints in this way can also assist us to improve our business systems, products and services.
2. Complaints covered
Any expression of dissatisfaction made to or about HiFX, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
3. Lodging a complaint
You can lodge a complaint by contacting HiFX as follows:
By e-mail: firstname.lastname@example.org
NZ: 0800 932 664 or +64 9 306 3700
AU: 1800 875 483 or +61 2 8270 4500
By post: PO Box 7646, Wellesley Street, Auckland, New Zealand
To help us investigate and resolve your complaint effectively, please provide us with the following information with your complaint:
Your full name, address and contact phone number(s);
Your relationship with HiFX;
Your account number;
Description of your complaint;
Any additional documentation or information that may support your complaint and assist us to resolve it; and
How you would like us to address your complaint.
4. Complaint handling process
Upon receiving your complaint, we will acknowledge the receipt of it immediately i.e. 24 hours. HiFX will attempt to resolve your complaint within 30 days. If there is any delay you will be notified of the same, including the reasons for the delay.
If you are dissatisfied with how we dealt with your complaint, please let us know and we will undertake a further review of your concerns. If you are still dissatisfied with the outcome and you are resident in Australia, you have the right to refer your complaint to our external dispute resolution scheme, the Australian Financial Complaints Authority. Their contact details are as follows:
Australian Financial Complaints Authority
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001 Australia
If you are resident in New Zealand, you have the right to refer your complaint to the Financial Services Complaints Limited. Their contact details are as follows:
Financial Services Complaints Limited
PO Box 5967
Telephone: 0800 347 257
Fax: (04) 472 3728