Complaints Policy

Our commitment

We want complaints to be easy to make and handled fairly, respectfully and without unnecessary delay. You will not be charged a fee for making a complaint. You do not need to use the word "complaint" for us to treat your concerns as one.

At a glance

Who we are

ARM Financial Services Pty Ltd (ABN 35 659 595 570, ACN 659 595 570), trading as ARM Financial and ARMF ("ARMF", "we", "us" or "our"), provides international money remittance services to eligible customers in Australia.

Our registered business address is Suite 110, Level 1, 530 Little Collins Street, Melbourne VIC 3000, Australia.

Our approach to complaints

We view complaints as an important part of providing a fair and transparent service. Our complaints process is designed to be accessible, responsive and focused on resolving issues as early as reasonably possible.

• We will treat you fairly and with respect.
• We will not charge you for making or pursuing a complaint through our internal process.
• We will investigate complaints objectively and consider the information available to us.
• Where we make an error, we will take reasonable steps to put things right.
• Making a complaint will not adversely affect your access to our services, except where restrictions are independently required for legal, security, fraud or compliance reasons.

What is a complaint?

A complaint is an expression of dissatisfaction made to or about ARMF that relates to our products, services, staff, decisions or complaints-handling process, where a response or resolution is explicitly or reasonably expected.

You do not need to use a particular form or say that you are making a formal complaint. If it is reasonably clear that you are dissatisfied and expect us to respond or resolve the issue, we will treat the matter as a complaint.

Examples may include concerns about a transfer, fees or exchange rates, customer service, delays, account restrictions, fraud or scam handling, identity verification, privacy, or how we previously handled a complaint.

If something has gone wrong, what should you do?

For routine questions or issues that may be resolved quickly, you may first contact our customer support team at support@armf.com or through an available ARMF support channel. If you are dissatisfied with the outcome, or if you want the matter treated as a complaint from the outset, you can lodge a complaint directly.

Urgent fraud or scam concerns

If you believe your account has been compromised, a transfer is unauthorised, or you may be the victim of a scam, contact ARMF immediately. Do not wait for the ordinary complaints process before reporting an urgent security issue.

How to make a complaint

You may complain using any of the following channels:

• Email: complaints@armf.com
• Phone: +61 3 8679 2233
• Post: Complaints Officer, ARM Financial Services Pty Ltd, Suite 110, Level 1, 530 Little Collins Street, Melbourne VIC 3000, Australia
• In-app or online support channel, where available: ask the support team to register your concern as a complaint

If you raise a complaint through a public social-media channel, we may ask you to continue the discussion privately so that we can protect your personal and financial information.

Information that helps us investigate

You do not need to provide every item below before making a complaint. However, providing relevant details may help us understand and resolve the matter more quickly.

• Your full name and the email address or phone number linked to your ARMF account.
• The date or approximate date the issue occurred.
• Any relevant transaction, transfer or reference number.
• A clear description of what happened and why you are dissatisfied.
• Copies of relevant documents, screenshots or correspondence.
• What outcome or resolution you are seeking, if you have one in mind.

Please do not send passwords, PINs or one-time passcodes to us as part of a complaint.

If you need help making a complaint

Someone else can assist you

You may ask another person - such as a family member, friend, financial counsellor, lawyer, advocate or other representative - to make or manage a complaint on your behalf. We may ask you to confirm their authority before discussing your account or personal information with them.

Language assistance

If English is not your preferred language, tell us and we will take reasonable steps to support communication with you. You may also contact the Australian Government Translating and Interpreting Service (TIS National) on 131 450 within Australia.

Accessibility support

If you are d/Deaf, hard of hearing, or have a speech or communication difficulty, you may use the National Relay Service through your preferred NRS call channel and ask to be connected to ARMF on +61 3 8679 2233.

Customers experiencing vulnerability

If personal circumstances make it difficult for you to engage with the complaint process, let us know. Where practicable, we will adapt the way we communicate, allow a support person or representative, and consider reasonable assistance appropriate to your circumstances.

What happens after you complain?

1. We register and acknowledge your complaint. We will record your complaint and acknowledge it promptly. Where practicable, we aim to acknowledge complaints within 24 hours or one business day of receiving them. We will normally provide a reference or other way to identify the complaint.
2. We review the issue. A member of our team will review the circumstances, relevant account and transaction information, communications, applicable terms, legal or regulatory requirements and any supporting material you provide.
3. We may ask for more information. If we reasonably need additional information to investigate the complaint, we will contact you. Please provide requested information as soon as practicable. We will not ask you to provide passwords, PINs or one-time passcodes.
4. We keep you informed. If the matter is not resolved quickly, we will provide updates where appropriate and let you know if there is a material delay or we need further information.
5. We provide an outcome. Once our review is complete, we will explain the outcome. Where a written final response is required or appropriate, it will state our decision, the reasons for it, any remedy we are offering, and any external dispute-resolution rights that apply.

How long will it take?

We try to resolve complaints as early as possible. Our service target is to provide a final response within 21 calendar days where the matter can reasonably be resolved within that period.

Where ASIC Regulatory Guide 271 (Internal Dispute Resolution) applies to the relevant ARMF service, we will comply with the applicable maximum IDR timeframe. For most standard complaints covered by RG 271, the maximum timeframe is generally 30 calendar days after the complaint is received.

If we cannot provide a final response within an applicable maximum timeframe, we will provide the written information required by law or regulation. This may include the reason for the delay, the current status of the complaint, when we expect to respond, and information about any external dispute-resolution option available to you.

Possible complaint outcomes

The appropriate outcome depends on the circumstances. Possible outcomes may include:

• an explanation or clarification;
• an acknowledgement that our service did not meet the expected standard;
• an apology;
• correction of an account or transaction record;
• reconsideration of a decision where appropriate;
• refund or reversal of an ARMF fee where justified;
• reasonable compensation where ARMF is responsible for a compensable loss or other remedy; or
• confirmation that, after investigation, we consider our actions to have been appropriate and no further remedy is offered.

Any remedy will be considered having regard to the facts, applicable terms, law, regulatory requirements and the extent to which ARMF is responsible for the issue.

External dispute resolution - Australian Financial Complaints Authority

If you are not satisfied with our final response, or an applicable complaint-handling timeframe has expired, an external dispute-resolution service may be available to you.

Where the Australian Financial Complaints Authority (AFCA) has jurisdiction in relation to your complaint, AFCA provides a free and independent financial dispute-resolution service for consumers and eligible small businesses.

AFCA can only consider complaints that fall within its Rules and jurisdiction. If AFCA is not available for your complaint, we will provide information about any other applicable external avenue where we are required to do so.

Privacy complaints

If your complaint is about how we have collected, used, disclosed, stored or otherwise handled personal information, you may contact our Privacy Officer at privacy@armf.com. We will handle the complaint under this Policy and our Privacy Policy.

If you are not satisfied with our response to a privacy complaint, you may be able to complain to the Office of the Australian Information Commissioner (OAIC).

• Website: www.oaic.gov.au
• Phone: 1300 363 992
• Post: Office of the Australian Information Commissioner, GPO Box 5218, Sydney NSW 2001

Complaints records, privacy and continuous improvement

We keep records of complaints and their outcomes in accordance with applicable legal, regulatory, operational and privacy requirements. Access to complaint information is limited to people who reasonably need it for complaint handling, compliance, risk management, audit or related legitimate business purposes.

We may analyse complaint information to identify recurring issues, improve customer outcomes, strengthen controls and improve our products, processes, training and communications.

Personal information collected in connection with a complaint is handled in accordance with our Privacy Policy and applicable Australian privacy law.

Changes to this Policy

We may update this Complaints Policy from time to time to reflect changes to our services, complaint-handling arrangements, legal or regulatory obligations, or external dispute-resolution arrangements. The current version will be made available through our website or another appropriate customer channel.

Contact ARMF

ARM Financial Services Pty Ltd | Trading as ARM Financial / ARMF

ABN 35 659 595 570 | ACN 659 595 570

Suite 110, Level 1, 530 Little Collins Street, Melbourne VIC 3000, Australia

Complaints: complaints@armf.com | General support: support@armf.com | Privacy: privacy@armf.com

Phone: +61 3 8679 2233 | Website: armf.com