Dispute Resolution Process

Your feedback is important to us.

ETF Shares Management Ltd (ABN 77 680 639 963; AFSL 562766) (“ETF Shares”, “we”, “our” or “us”) is committed to providing investors with a high standard of service.

If you are dissatisfied with a product or service provided to you in relation to our retail financial services, we encourage you to contact us so that we can seek to resolve your concerns promptly and fairly.

We have appointed a Complaints Officer to manage complaints in accordance with our Internal Dispute Resolution (IDR) procedures.

How to Make a Complaint

You may lodge a complaint in writing (letter, email or online), by telephone, or in person.

Step 1 – Contact Us

Please contact our Complaints Officer using one of the following methods:

Phone: +61 (2) 8201 9400
Email: compliance@etfshares.com.au
Postal Address:
Macquarie DTI
3 Innovation Road
Macquarie University NSW 2109

Step 2 – Provide Relevant Details

To assist us in resolving your complaint efficiently, please provide:

• Your full name and contact details (including address and phone number)
• A clear description of your complaint
• Any relevant supporting documentation

If you require assistance in making a complaint, we will accept complaints from a representative acting on your behalf, such as a family member or authorised representative.

Our Commitment to You

We will:

• Acknowledge receipt of your complaint within one business day (or as soon as practicable);
• Investigate your complaint thoroughly and fairly;
• Identify what occurred and determine an appropriate resolution; and
• Provide you with a written response outlining our decision and any proposed remedy as soon as possible, and no later than 30 calendar days after receiving your complaint.

Exception:
We may not provide a written response if we resolve your complaint to your satisfaction within five business days of receiving it, unless you request a written response.

Keeping You Informed

If we are unable to provide a final written response within 30 calendar days due to circumstances beyond our control, we will:

• Inform you of the reasons for the delay; and
• Advise you of your right to escalate your complaint to the Australian Financial Complaints Authority (AFCA).

External Dispute Resolution – AFCA

ETF Shares Management Ltd is a member of the Australian Financial Complaints Authority (AFCA).

If you are not satisfied with our response, or if we do not respond within the required timeframe, you may lodge a complaint with AFCA. AFCA provides independent and impartial financial services dispute resolution that is free to consumers.

Australian Financial Complaints Authority
Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
Mail: GPO Box 3, Melbourne VIC 3001