Complaints Policy - OzForex Limited

Procedure

All complaints and disputes in relation to our service should be dealt with in the following way.

  1. Should you have reason to complain about our service, please speak to your usual contact at OzForex in the first instance. Our staff will be pleased to help and complaints can often be resolved at this early stage.
  2. If your concerns cannot be resolved at the first point of contact, the matter should be referred to our Compliance Manager at compliance@travelex.ozforex.com.au. At this stage, we will ask you to set out your complaint in writing providing as much detail as you can so that our Compliance Manager can fully investigate your complaint. They will then contact you with the results of their findings.
  3. If your complaint cannot be resolved to your satisfaction by our Complaints Manager, you should refer the matter to the Financial Ombudsman Service ("FOS") for determination in accordance with its rules.
  4. If the dispute or difference does not fall within the rules of FOS, the dispute or difference must be submitted by you to arbitration in accordance with and subject to the Institute of Arbitrators and Mediators of Australia Expedited Commercial Arbitration Rules, and, to the extent permitted under those rules, the Arbitrator will be a person recommended by the New South Wales Chapter of the Institute of Arbitrators and Mediators of Australia.

Internal Complaints Handling

Please contact the Client Support Services Department on [+1300 725 618 or +61 2 8667 8072] for further information as to how complaints are handled by us internally.

Financial Ombudsman Service

FOS is an independent organisation set up to resolve disputes between consumers and financial firms such as ourselves. Please note that FOS will only investigate cases once we have been given the opportunity to resolve your complaint internally. You may lodge your complaint with FOS by sending the necessary documents and information to:

Financial Ombudsman Service Limited
GPO Box 3
Melbourne
Victoria 3001 Australia

Telephone

(03) 9613 7366

Fax

(03) 9613 6399

Debt Recovery Action

Please note that nothing in this policy prevents us from taking immediate legal action in a court for recovery of any sums you may owe us.

 

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OZForex Money Transfer Services

The Travelex International Payments service is provided in Australia by OzForex Limited (ACN: 092-375-703) (“OzForex”).

 

Information on this website is intended for residents of Australia only.

 

This information has been prepared for distribution over the internet and without taking into account the investment objectives, financial situation and particular needs of any particular person. OzForex makes no recommendations as to the merits of any financial product referred to in this website, emails or its related websites. Please read our Product Disclosure Statement and our Financial Services Guide.

 

Before acting on any general advice on this website, you should consider its appropriateness to your circumstances.

 

This website contains information obtained from sources believed to be reliable and has been prepared in good faith and with all reasonable care. OzForex makes no warranty, express or implied, concerning the suitability, completeness, quality or exactness of the information and models provided in this website.

 

Neither OzForex, its related entities, nor any of its providers of information, have any liability to the user, or any other third party, for the accuracy of the information or models contained in this website, or for any errors or omissions therein, nor will OzForex or any of its providers of information have any liability for the use, interpretation or implementation of the information or models contained herein by any person.

 

Travelex receives 50% of net revenue arising from OzForex’s provision of Travelex International Payments services. Net revenue is the revenue arising from foreign exchange margins (or spread) and fees, less all costs incurred in providing the services including but not limited to, administrative costs, compliance costs and sales and marketing costs.

 

For further details refer to the OzForex Financial Services Guide.

 

Price Promise  *Conditions Apply. Refer to the International Payments Price Promise Terms & Conditions.

**Exchange rates are current at the time of conversion and are subject to change without notice. Exchange rates are indicative only and do not include fees and charges that may apply. Certain foreign currencies are not available under Travelex International Payment service.

 

OzForex is regulated in Australia by ASIC (AFS Licence number 226 484) © 2011 OzForex Limited ABN 65 092-375-703.