1. Your cancellation rights
There is no minimum duration for this agreement. Should you decide to cancel your account with Macro, you can send us an email via your registered email: support@macrogm.com.au
If you have any open trades with us, your account will remain open until they are closed, filled or cancelled in accordance with the general terms.
2. Complaints
We aim to provide a high standard of service to all our clients on every occasion.
However, if you wish to raise a complaint about any aspect of our service, you can contact our Client Management Team on +61 (02) 80280188, support@macrogm.com.au or send a copy of your complaint to:
Client Management Team
Suite 2, Level 30, 25 Bligh Street, SYDNEY NSW 2000
3. Complaints Procedure
We have established an internal complaints procedure to ensure that your complaint is dealt with efficiently and by the correct person. We usually aim to resolve issues within 3 business days following receipt of the complaint.
To help us investigate and resolve your complaint as quickly as possible and with minimum inconvenience to you, please make sure you give us as much information as possible, including:
- Your name, address and client reference number
- A clear description of your complaint
- Details of what you would like us to do to put it right
- Copies of any relevant documents, such as letters
- A daytime telephone number where we can contact you
If the Client Management Team are unable to resolve the matter to your satisfaction, your complaint may be referred to our Compliance Department who will:
- Send you a prompt written acknowledgement
- Issue you a final response within eight weeks of the complaint logged date setting out our view and your options. If you are not satisfied with the outcome of your complaint, you can request a review from the Financial Ombudsman Service. The Financial Ombudsman Service has been established to review eligible complaints which firms are unable to resolve.
In our final response, we will confirm your eligibility to refer your complaint to the Financial Ombudsman Service which must take place within six months of our final response. The Financial Ombudsman Service’s contact details are outlined below:
Australian Financial Complaints Authority
GPO Box 3 Melbourne VIC 3001
Email: info@afca.org.au
FAX: （03）9613 6399
Web: www.afca.org.au
4. Compensation Arrangements
As an ASIC-regulated firm operating in global financial markets, we are required to maintain compulsory Professional Indemnity Insurance (PI Insurance). This cover is designed to meet claims by eligible clients in the event that we are unable to meet our financial obligations. If you are an eligible claimant, you may be entitled to compensation under this insurance. For most types of investment services, compensation may be available up to AUD $500,000.
All contractual documentation and ongoing correspondence will be in English. Unless otherwise agreed, Australian law will apply.
6. Tax and Charges
Certain securities or derivatives transactions may currently be exempt from Australian stamp duty; however, legislation and tax laws are subject to change. You accept the risk that such transactions may become subject to stamp duty or other taxes in the future. We do not warrant or represent that no tax or duty will be payable. You are solely responsible for assessing and meeting all tax liabilities, including any stamp duty, arising from your trading activities. You agree to indemnify us against any such liabilities. If you are unsure, we strongly recommend that you seek independent legal or financial advice.