COMPLAINT RESOLUTION

If you have a complaint or dispute with NCX we have an official process you can follow in order to have your issue resolved.

 

We are registered with the Australian Financial Complaints Authority if you require additional assistance with your complaint, you can view our membership certificate here.

Please note you must allow us to try and provide you a satisfactory resolution through this process before contacting external parties.

Internal Dispute Resolution Process:

Our mission at NCX is to provide outstanding service and customer support that exceeds industry expectations. We strive to ensure that our users have a seamless, issue free experience but understandably this may not always be the case. If you have experienced any issues with our services or you wish to raise a dispute with respect to any Deposits or Withdrawals pertaining to your NCX Account we ask that you contact our friendly Support Team at your earliest convenience so that we can provide a resolution.

Our first point of contact for any issues or disputes is our friendly Perth based Customer Service Team who can be reached on customerrelations@ncx.com.au, we will endeavour to get back to you by the following business day. (Operating Hours 9:00am to 5:00pm Mon-Fri WAST, 11:00am to 7:00pm AEST, 12:00pm to 8:00pm ADST).

For any urgent disputes or requests please include "Urgent" in the subject line and identify your initial request and we will endeavour to get back to you as soon as possible.

If you are not satisfied with our initial response or your experience with our customer service team, you can contact Senior Management directly on escalations@ncx.com.au

For further information regarding our customer service time frames please visit our time frames page on our website https://www.ncx.com.au/timeframes.

If you have already escalated your complaint/dispute and are still unsatisfied with our response or you believe we have not handled your complaint/dispute fairly you may have it reviewed by the Australian Financial Complaints Authority.

Australian Financial Complaints Authority: 
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au

WANT MORE INFO?

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© 2018 by NCX AU Pty Ltd

ABN:  21 620 754 716   I   ACN: 620 754 716

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