Receiving complaint
Complaints can be lodged by contacting YB Trading Pty Ltd’s Dispute Manager by:
1. Telephone: 03 8609 4826
2. Email: info@eastforex.com.au

Or by speaking to any of our staffs who will solve the matter or refer complaints to the Dispute Manager.
We adopt the definition of “complaint” in AS ISO 10002-2006, namely “an expression of dissatisfaction made to an organisation, related to its products or services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected”. This means we will treat complaints seriously.

Verbal complaints
When we receive a verbal complaint, our staff will:
1. try to resolve the matter immediately; or
2. refer the matter to someone else who is able to handle the issue.

Written complaints
If the issue is not resolved by the end of the next business day, clients may submit a formal written complaint.

Acknowledgment
We will acknowledge receipt of each complaint received within 24 hours (or one business day) of receiving it, or as soon as practicable. The complaint may be acknowledged verbally or in writing (email, post or social media channels).

Second response
A second response will be made to a complainant within 2 business days of receiving the original complaint. A verbal response will be followed up by a written email outlining a summary of the conversation held with the complainant.

Investigating Complaints
The Dispute Officer will review the complaint carefully and promptly, which may involve:
1. reviewing relevant documents;
2. meeting with involved staff members;
3. gathering additional information from the client.

Responding to complaints within appropriate time limits
The Dispute Officer will provide a written final response to the complainant within 30 days, which states the final outcome of the dispute (either confirmation of actions taken by us to fully resolve the complaint or reasons for rejection or partial rejection of the complaint).

Information to be provided in a response where either full or partial rejection
If the complaint is either rejected or partially rejected the final response will clearly set out the reasons for the decision by:
1. identifying and addressing the issues raised in the complaint;
2. setting out the findings on material questions of fact and referring to the information that supports those findings; and
3. providing enough detail for the complainant to understand the basis of the decision and to be fully informed when deciding whether to another forum.