Legal Documents- Complaints Handling Procedure 2018-06-21T10:56:20+00:00

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Complaints Handling Procedure

 

CMG Australia Pty Ltd. (CMG) is a Corporate Authorised Representative (ACN 618 480 998) of AxiCorp Financial Services Pty Ltd AFSL 318232.

CMG Australia Pty Ltd. is committed to: 

  • providing a high standard of client service; and

  • maintaining our reputation for integrity and accountability.

We welcome feedback on our service at any time. If you are dissatisfied with our services please give us the opportunity to fix the problem. We will investigate, answer your questions and work hard so you enjoy trading with CMG Australia Pty Ltd.

CMG Australia Pty Ltd.’s complaints handling procedures seek to ensure complaints are reviewed independently and result in fair resolutions to customer complaints.

What is a Complaint?

CMG Australia Pty Ltd. defines a complaint as “an expression of dissatisfaction, whether oral or written, with a product or service provided by CMG Australia Pty Ltd. that is not resolved at the first point of contact.”

How to make a Complaint

Any member of CMG Australia Pty Ltd. staff can receive a customer complaint and has the responsibility to do everything within their authority to resolve the issue at the first point of contact.

Where a member of staff feels they lack the experience, expertise or authority to settle the matter immediately, they may refer the matter to their supervisor.

We may ask you to provide details to us in writing. This includes specifying the nature of the complaint, providing us with specific details, and the desired outcome or action you wish CMG Australia Pty Ltd. to take to settle the complaint to your satisfaction. We may ask you to provide relevant material to support the complaint; doing this will help us respond quickly.

You can contact our Client Services team through any of the contact details below:

Client Services
CMG Australia Pty Ltd. Pty Ltd
PO Box 1079
North Sydney
NSW 2059
Email: support@cmgau.com
Phone: +61 2 4036 3165

Investigation

On receipt of your complaint our staff will discuss the issue with you and, if required, will complete an investigation.

Whilst our internal procedures generally allow us up to 45 days to deal with a complaint, every effort will be made to resolve complaints with 21 days of receipt.

If we are unable to resolve the complaint within 45 days we will: (a) inform you of the reasons for the delay; (b) provide you with updates on the progress of the complaint; and (c) specify a date when a decision can be reasonably expected. We would expect that in most cases the above process would deal with the matter fully and to your satisfaction.

Internal Escalation

We expect that our front line staff and supervisors will completely resolve the issues you raise. If, despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may elect to have the matter reviewed.

Simply write to CMG Australia Pty Ltd. / AxiCorp at the address below and our Complaints Officer will independently review the matter:

Complaints Officer
AxiCorp Financial Services Pty Ltd
PO Box 1079
North Sydney NSW 2059
Email: Compliance@AxiCorp.com.au

External Dispute Resolution

If there are circumstances where the complaint has been fully considered under CMG Australia Pty Ltd.’s internal complaints procedure and has not been resolved to your satisfaction, you have the option of having the complaint heard by CMG Australia Pty Ltd.’s External Dispute Resolution Scheme – the Financial Ombudsman Service (FOS).

FOS is an independent external dispute resolution scheme approved by ASIC. FOS will make a determination after reviewing your complaint and all relevant issues, for example any relevant laws. FOS has the authority to resolve the complaint and CMG Australia Pty Ltd. will be bound by their determination. Should you decide to utilise FOS, you can do so free of charge.

You can contact FOS in the following manner:
By writing to:
Financial Ombudsman Service
GPO Box 3 Melbourne VIC 3001
Australia
Phone: 1300 78 08 08 or (03) 9613 7366
Fax: (03) 9613 6399

Or electronically:
http://www.fos.org.au

Level 10, 90 Arthur Street,
North Sydney NSW 2060, Australia

P: +61 2 4036 3165
E: support@cmgau.com

Regulated by the ASIC.
ACN 618 480 998. CAR 001256635

Risk Warning: CMG Australia Pty Ltd (ACN 618 480 998 & CAR No. 001256635) ‘CMG’, is a corporate authorised representative of AxiCorp Financial Services Pty Ltd (ACN 127 606 348 & AFSL No. 318232). Investing in over-the-counter derivatives carries significant risks and is not suitable for all investors. You could lose substantially more than your initial investment. When acquiring our derivative products, you have no entitlement, right or obligation to the underlying financial asset. CMG is not a financial adviser and all services are provided on an execution only basis. CMG is authorised to provide general advice only and information is of a general nature only and does not take into account your financial objectives, personal circumstances. CMG recommends that you seek independent personal financial advice. A Product Disclosure Statement (PDS) for our financial products and our Financial Services Guide (FSG) are available at www.cmgau.com or can be obtained free of charge by calling CMG. The PDS and FSG are important documents and should be reviewed prior to deciding whether to acquire, hold or dispose of CMG’s financial products or services. The information on this website is for Australian residents only.