# Idealx Complaints Policy Version 2.3 | Published 28 September 2026 Read with your completed account and service particulars. 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.