Dispute Resolution Process

Your feedback is important to us.

What to do if you have a complaint:
ETF Shares Management Ltd is committed to providing investors with the best possible service. If at any time you are dissatisfied with a service provided by any of our retail services, please contact us so we can work towards a resolution.
ETF Shares Management Ltd has appointed a Complaints Officer to manage complaints from investors.

How to make a complaint:
You can make your complaint in writing (letter, email or online) or by telephone or in person.

1. Please contact our Complaints Officer using any of the following methods:
   Phone: +61 (2) 8201 9400
   Email: compliance@etfshares.com.au
   Postal address: Macquarie DTI, 3 Innovation Rd, Macquarie University, NSW, 2109
   
2. Please provide full contact details (including name, address and phone number) to enable us to respond to you quickly.
3. Please provide as much detail as possible regarding the nature of your complaint together with any supporting documentation.

If you need assistance to make a complaint, we will accept complaints from a representative who can act on your behalf such as a friend or family member.

We will:

• Acknowledge your complaint either verbally or in writing within one business day, or as soon as practicable;
• Investigate your complaint, confirm what went wrong and consider the most effective course of resolution; and
• Provide you with a final written response setting out ETF Shares Management Ltd’s proposed remedy as soon as possible, but in any event within 30 days of receiving your complaint.*

* Note that we will generally not provide you with a written response where we have resolved your complaint to your satisfaction within five business days of receiving it and where you have not requested a response in writing.