Dispute Resolution

Internal Dispute Resolution

Angas Securities Limited offers an internal dispute resolution process to help clients resolve their complaints arising from their dealings with the Company.

RG271 considers a complaint is made where there is an expression of dissatisfaction made to or about Angas, related to its products, services, staff or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected or legally required.

Any investor complaints are considered in the first instance by the WA Investor Relations Manager (in the case of Western Australian clients) and the South Australian Investor Relations Manager in all other States. Where one of those officers is the subject of the dispute then the complaint will be dealt with by the other. Each manager is required to review and discuss the basis of the complaint and seek to resolve the matter as promptly and amicably as possible in formulating the complaint as well as offering any appropriate and reasonable assistance (where required). The manager may contact the client by phone or mail in order to obtain further information. Angas will immediately acknowledge (within one business day) the complaint, either verbally or in writing, and address the concerns promptly.

Should a complaint not be capable of resolution by the designated manager within 5 days (or earlier as the case may be), then the matter will be referred to the Head of Compliance (the HOC). The HOC (or their delegate) will endeavour to resolve the matter with a written response to the client within 14 days of the matter being referred to the HOC. The HOC may contact the client by phone, email or mail in order to obtain further information.

If the complaint is resolved, a letter will be sent to the client confirming the terms of the resolution. Otherwise, the HOC will set out their reasons for refuting the client's complaint.

If Angas is unable to resolve the complaint to the client’s satisfaction within 30 days, the client may take the complaint to Angas’s External Dispute Resolution Scheme, even if Angas is still considering it (assuming the complaint is within the scheme’s terms of reference). The letter will provide information on Angas’s membership with an External Dispute Resolution provider and the ways in which the client may access that service.

All complaints must be logged by the Compliance Officer on the internal Complaints Register, which is tabled at the monthly ARMCO and Board meetings. At this stage, ASIC does not require complaints data to be reported to them, but this is likely to change.

External Dispute Resolution - Australian Financial Complaints Authority

A client may refer an unresolved complaint to the Australian Financial Complaints Authority (AFCA). Angas Securities is a member of AFCA – Membership No. 411743. For further details go to www.afca.org.au.

The role and procedures of AFCA are set out in the AFCA Rules which are not replicated in this policy document. In summary, AFCA deals with client complaints by:-

• providing consumers with a free, accessible alternative to legal proceedings for the resolution of their complaints against its members;
• acting as an ASIC-approved complaints resolution body for the financial services industry; and
• actively facilitating the resolution of complaints about financial services.

The broad aim of AFCA is to provide for the independent and prompt resolution of consumers' complaints against members, having regard to:

• relevant legal requirements and rights provided by law to consumers;
• applicable codes of practice;
• good industry practice in the financial services industry; and
• fairness in all the circumstances.

Issued: 23/12/2021