IDEALX How to raise a complaint and access dispute resolution. The terms below apply to the service you select and the account details supplied with it.
Definitions and interpretation #
| Term | Meaning |
|---|---|
| Platform | Idealx Platform Pty Ltd, ACN 694 912 126, ABN 83 694 912 126. “Idealx”, “we” and “us” refer to Platform for its services unless this document expressly identifies a different provider. |
| Client | the individual or legal entity identified as the account holder in the accepted application, including each trustee in its recorded capacity. “You” and “your” refer to that Client, except where this document expressly addresses an individual Console user or Firm. |
| Firm | the professional, advisory, accounting or fund business identified in the accepted Console application or Client Authority, in the role stated there. |
| Securities | Idealx Securities Limited, ACN 647 627 889, AFSL 531729, when used as the name of a provider. A lower-case reference to securities describes investment instruments. |
| Digital Assets | Idealx Digital Assets Pty Ltd, ACN 667 364 276, when used as the name of a provider. Digital assets or crypto otherwise means the supported digital instruments identified for the service. |
| AFCA | the Australian Financial Complaints Authority. Access depends on the responsible provider, its membership and AFCA’s applicable rules and jurisdiction. |
| Business Day | a day other than Saturday, Sunday or a public holiday in Melbourne, Victoria, unless the relevant payment, market or service clause expressly gives a different definition. |
| ASIC | the Australian Securities and Investments Commission. |
A specific meaning or rule in the relevant service clause prevails over a general definition. References to an accepted schedule or record mean the version supplied for that service, not an undisclosed internal policy. Mandatory legal rights and obligations are not displaced by these definitions.
1 How to complain #
Complaints are free. Contact complains@idealx.com, use authenticated platform support, or write to Complaints, Idealx Platform Pty Ltd, Suite 109, Level 1, 40 Burgundy Street, Heidelberg VIC 3084, Australia. You do not need to use a particular form or the word complaint. Tell us what happened and the outcome you seek; provide the account or transaction reference if available. Do not send passwords. We can arrange reasonable assistance and accept an authorised representative.
2 Handling your complaint #
We identify the responsible provider, record the complaint, acknowledge it promptly, investigate fairly and explain the result and any remedy. Our aim is acknowledgement within one business day where practicable. For ordinary financial-service complaints subject to ASIC's internal dispute resolution requirements, we provide the required response within 30 calendar days, unless a legally recognised exception applies. Shorter or different mandatory deadlines for a particular service prevail.
If a permitted delay prevents a response, we explain why, provide available timing information and give the required external complaint details before the deadline. A handoff between Idealx teams or entities does not restart a statutory clock. We correct established errors and explain reasons where a remedy is declined.
3 Responsible entities #
Idealx Platform Pty Ltd handles complaints about its platform services. Idealx Securities Limited is the licensee for financial services provided by Platform within its representative appointment and handles its own securities and licensee responsibilities. Idealx Digital Assets Pty Ltd handles its digital-asset services. The common intake routes your complaint; you need not correctly identify the legal entity before we receive it.
Independent advisers, fund operators and payment providers handle their own services under their applicable arrangements. We help identify and refer a mixed complaint where appropriate, without treating referral as discharge of our own duties. For direct-debit disputes you may also contact your financial institution directly, as explained in the Request Service Agreement.
4 External resolution #
Idealx Securities Limited's AFCA membership number is 91298. Eligible complaints about its services, including matters within its responsibility for Platform as representative, may be referred to the Australian Financial Complaints Authority subject to AFCA's rules and jurisdiction. AFCA is free to eligible complainants: www.afca.org.au; 1800 931 678; info@afca.org.au; GPO Box 3, Melbourne VIC 3001, Australia. You may approach AFCA where dissatisfied with the response or where the applicable response period has expired, subject to its rules.
Idealx Digital Assets does not currently have a separate AFCA membership. Shared branding does not extend Securities' membership to every digital-asset, payment or technology complaint. A separate provider’s applicable external complaint route will be identified for its service. Nothing here limits any access you have under the actual facts, law or scheme rules.
For a privacy complaint, the Office of the Australian Information Commissioner is available through www.oaic.gov.au or 1300 363 992 after the applicable initial complaint process. Courts and other legally available remedies remain available. Regulators' misconduct reporting channels do not necessarily determine individual compensation claims.