Complaints Procedure

EMC Securities Pty Ltd (trading as EMC Securities) is committed to maintaining a high standard of service, professionalism, and fairness. We recognise that concerns or complaints may nevertheless arise. Where they do, we want the opportunity to review the issue carefully, respond appropriately, and resolve matters as fairly and promptly as possible.

This page summarises our approach to complaints handling. It is intended to explain how a concern may be raised, what information is helpful, how the matter may be reviewed, and what further options may be available if a complainant remains dissatisfied. The precise process may vary depending on the nature of the relationship, the jurisdiction involved, the information available, and any legal or regulatory requirements that apply.

A complaint may be submitted through the contact channels made available on our website, including written communication, email, or website contact forms where appropriate. Complaints should, where possible, be directed to our compliance or legal function so that they can be logged and assessed appropriately. Where a complaint is raised by a representative on behalf of another person, we may require written authority or other evidence of capacity before engaging substantively.

To help us review a matter efficiently, it is helpful to provide the complainant’s full name, contact details, details of any relationship with us, any relevant account or reference information, a clear chronology of events, copies of relevant correspondence or documents, and a description of the outcome sought. Providing complete information at the outset can reduce delay and assist a fair review.

Complaints are ordinarily acknowledged within a reasonable timeframe. The matter may then be reviewed by an appropriate person or function with sufficient independence, competence, and access to the relevant information. We may request further documents, clarification, or evidence where necessary to understand the complaint fully.

We aim to investigate complaints fairly, consistently, and in good faith. Where a matter is straightforward, it may be resolved quickly. More complex matters may require additional time, particularly where third parties, legacy records, technical evidence, legal analysis, or jurisdictional questions are involved.

We aim to provide a substantive response as soon as reasonably practicable. Where more time is required, we may provide an interim update explaining that the review is ongoing and, where possible, indicating what further steps are being taken. Timeframes may be affected by the complexity of the matter, the availability of information, the need to verify authority or identity, and whether third parties or external records need to be consulted.

We seek to handle complaints in a manner that is clear, fair, and not misleading. Where an issue is identified, we will consider whether remedial action, clarification, process improvement, or other follow-up is appropriate. Complaint information may also be used internally for governance, trend analysis, staff training, risk management, and service improvement.

If you remain dissatisfied after receiving our response, you may wish to seek independent advice or pursue any legal, contractual, or alternative dispute resolution options that may be available to you in the relevant jurisdiction or under the governing documentation for the relationship concerned. The availability of any such routes will depend on the legal and factual circumstances and should not be assumed to be uniform across jurisdictions or services.