Complaints Policy

Purpose & Scope

Australian Blockchain Association Pty Ltd (“AusBlock”, “ABA”, “we”, “us” or “our”) is committed to providing a secure, transparent, and efficient cryptocurrency exchange for Australian users. We welcome feedback—both positive and negative—to continuously improve our services. This Complaints Policy explains the process for lodging, handling, and resolving customer complaints in accordance with relevant Australian laws and regulations. 

This policy applies to any complaint regarding: 

  • The execution of trades or transactions on AusBlock. 
  • Issues with user account access, verification, or management. 
  • Fees, charges, or other unexpected costs. 
  • Any other grievances in relation to AusBlock’s services. 

Regulatory Framework

AusBlock’s complaint handling process considers: 

  • Australian Securities and Investments Commission (ASIC) guidance on internal dispute resolution (e.g., Regulatory Guide 271). 
  • Australian Consumer Law (ACL), which provides consumer protections and avenues for redress in relation to goods and services. 
  • Privacy Act 1988 (Cth) if the complaint relates to handling personal information. 
  • Any other applicable Australian federal or state legislation relevant to cryptocurrency exchanges and financial services. 

Guiding Principles

  • Fairness and Integrity 
    • We treat each complaint equitably, act in good faith where possible, and strive for impartial review. 
    • Our decisions will be based on facts, evidence, and applicable legislation or regulations. 
  • Timeliness 
    • We acknowledge and respond to complaints as quickly as possible. 
    • We aim to resolve most complaints within strict timeframes (see Section 5). 
  • Confidentiality 
    • All complaint details are treated confidentially and used solely for complaint handling. 
    • Data is shared only as required by law or for legitimate operational reasons. 
  • Transparency 
    • Our processes are easily accessible, and we keep you informed of progress at each stage. 
    • Clear reasons will be provided for any decisions made. 

How to Lodge a Complaint

Email Submission 

  • Please include the following format:  
  • “Complaint – [Customer ID]” as the subject line.  
  • Your full name and contact details. 
  • Account information (if relevant). 
  • Transaction IDs or references (if any). 
  • A detailed description of the issue, including any steps already taken to resolve it. 
  • Subject Line Example: Complaint – 123456789 

Supporting Information 

  • You may include screenshots, correspondence copies, or other evidence that may help us investigate the complaint effectively. 

Note: AusBlock does not provide a live chat or phone facility for complaints. All complaints will be processed through the dedicated email channel to ensure they are reviewed by our internal team. 

Complaint Handling Process

  • Acknowledgment of Receipt 
    • We will acknowledge your complaint by email within 1-2 business days of receiving it. 
  • Internal Review and Investigation 
    • Our complaints team will conduct a thorough investigation. 
    • We may request additional details from you, such as further documentation or clarification. 
  • Resolution and Response 
    • We endeavour to provide a resolution or status update within (10) business days. 
    • Where extra time is needed due to complexity or external dependencies, you will be advised of the delay and given an expected timeframe for final resolution. 
  • Outcome Notification 
    • Once our investigation is complete, we will email you the outcome. 
    • If a resolution is possible (e.g. trade reversal, account fix, fee adjustment), it will be outlined in detail. 
    • If no resolution is available or the complaint is not upheld, we will clearly explain why. 

Escalation & External Dispute Resolution

If you are not satisfied with our proposed resolution or the handling of your complaint, you have the option to escalate: 

  1. Internal Escalation 
    • You may request your complaint be reviewed by a senior member of our complaints handling team or management. 
    • A further review will be conducted, and you will be notified of any revised outcome or position. 
  2. External Dispute Resolution (EDR) 
    • If you remain dissatisfied after our internal processes are exhausted, and if AusBlock is a member of an external dispute resolution scheme (e.g., the Australian Financial Complaints Authority (AFCA)), we will provide you with details of how to lodge a complaint with that scheme. 
    • Where applicable, AFCA offers an independent complaint resolution service at no cost to consumers:  
    • Website: www.afca.org.au 
    • Phone: 1800 931 678 (free call within Australia) 
    • Email: [email protected] 
  3. ASIC / Other Regulatory Bodies 
    • If you believe your complaint raises broader concerns under Australian law (e.g. misleading or deceptive conduct, systemic issues, or breaches of licensing obligations), you may also contact the Australian Securities and Investments Commission (ASIC) for advice on your rights and possible actions. 

Record Keeping & Privacy

  • All complaints and related documents are retained for the period required by Australian law and our internal record-keeping policies. 
  • We adhere to the Privacy Act 1988 (Cth) in the handling and protection of personal information. 

Monitoring & Review

  • This Complaints Policy will be reviewed regularly and updated to remain consistent with evolving regulatory requirements, business changes, and user feedback. 
  • The most current version of this policy will be available on our website. 

Contact Information

Email: [email protected] 

Website: www.ausblock.com 

 

Last Updated: 11 March 2025