Complaints Policy

1. Introduction, Purpose, and Scope

1.1 Introduction

Automic Markets Pty Ltd is committed to delivering the highest level of service and ensuring client satisfaction. We value your feedback and are committed to addressing complaints in a fair, timely, and transparent manner. This Complaints Policy aligns with the requirements of ASIC Regulatory Guide 271 and applies to complaints relating to the financial services provided by Automic Markets Pty Ltd on or after 6 December 2024. Please refer to the Automic Markets Pty Ltd Financial Services Guide for details of the financial services provided.

1.2 Purpose

The purpose of this Complaints Policy is to:

• • • • Ensure complaints are handled effectively and in compliance with legal and regulatory obligations;

      • Provide clarity on how complaints can be made, and the process we follow to resolve them; and

      • Continuously improve our services based on feedback.

1.3 Scope

This policy applies to Automic Markets Pty Ltd Pty Ltd (ABN 54 137 305 527, AFSL 517703).

2. How we Manage Complaints

2.1 What is a Complaint?

A complaint is an expression of dissatisfaction made to or about us; related to our products, services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

2.2 How to Make a Complaint

You can lodge a complaint through any of the following channels:

2.3 Confidentiality and Privacy

We treat all complaints with the highest level of confidentiality and ensure compliance with the Privacy Act 1988 (Cth) and our Privacy Policy, which is publicly available on our website; https://www.automicgroup.com.au/privacy-policy/ .

2.4 Our Complaints Process

2.4.1 Acknowledgement

We will acknowledge your complaint within 24 hours (or as soon as possible) of receiving it.

2.4.2 Investigation

We will thoroughly investigate your complaint and may contact you for additional information or clarification.

2.4.3 Response

• • • • We aim to resolve your complaint promptly.

      • We will provide you with our written reasons for the outcome of your complaint within 30 calendar days after receiving your complaint where:

        • Your complaint is not resolved within 5 business days of us receiving your complaint; or
        • You request a written response.

In some circumstances we will be unable to resolve your complaint within 30 days. Where this occurs, we will notify you of, and the reasons for, the delay.

2.4.4 Communication

We will provide clear and concise communication throughout the process, including reasons for any decisions made.

2.4.5 Resolution and Feedback

Once resolved, we will provide you with a formal written response. If you are not satisfied, you have the right to escalate the matter.

2.4.6 Continuous Improvement

We monitor and analyse complaints to identify trends and opportunities for improvement. Regular reviews of this policy ensure alignment with regulatory requirements and best practices.

2.5 Escalation Process

If you are not satisfied with our response, you may escalate your complaint to the Australian Financial Complaints Authority (AFCA):