NCX aim to give our users the best experience we can. As part of this we endeavour to meet certain timeframes in relation to the processing, handling and responding to users’ requests, queries and complaints either through the site, email or over the phone. NCX is a Western Australian-run company which recognises both local and national public holidays, which may cause additional delays to our timeframes particularly during the Christmas/New Year and Easter periods. We will endeavour to get back to urgent requests during these times however we do not guarantee this. A business day is defined as a day on which banks generally are open for trading in Perth, Western Australia, which is generally Monday to Friday 9am - 5pm WST, excluding public holidays. NCX retains the right to adjust these hours at any time without notice. Requests will only be processed during business hours unless deemed an emergency.
Some requests we process require manual processing or review. These processes will be completed periodically and accordingly, may impact the timeframe. We try to keep this in mind when referring to these expected timeframes.
E.g. Deposits of funds are manually verified prior to your account balance being updated. This is completed once a day, therefore your request may not be picked up until the following business day.
The below table outlines these timeframes we endeavour to meet;
In the instance of NCX being reliant on a third-party process or system we will do all we can from our side to mitigate any changes in timeframes and will happily follow up with these providers to encourage the completion of requests, however we have no direct control over third-party processes or systems.
At times, there may be circumstances outside of our control that could impact these timeframes and whilst we will do everything within our power to mitigate this, they may be unavoidable. If you feel we have failed to meet these deadlines, or if you have been advised of a different timeframe, or NCX has failed to meet an expected deadline, please contact our Customer Relations team on firstname.lastname@example.org and include "Urgent" in the subject and identify your initial request and we will get back to you as soon as possible. Circumstances outside of our control include, but are not limited to:
Third party outages or connection issues
Outages within internal networks or systems
Outages in external networks outside of our control
Overwhelming level of requests
Security breaches or concerns