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IBA Complaints Handling

IBA Complaints Handling

Interactive Brokers Australia Pty Ltd ("IBA") maintains an Australian Financial Services License which authorises it to provide certain financial services to eligible clients. Pursuant to s912A(1)(g) and s912A (2) of the Corporations Act 2001 (Cth), IBA has implemented a dispute resolution system to ensure that client complaints are addressed in accordance with the applicable requirements.

You may lodge a complaint via telephone or letter, or by submitting a new ticket in Client Portal. To ensure the most efficient handling of your complaint, we request that you complain by submitting a new ticket in Client Portal. We have prepared the following guidance on this method below for your convenience:

Client Portal

Complaints may be submitted by creating a new ticket in Client Portal. The step-by-step guidance is provided below: To submit a ticket via Client Portal:

  • Log-In to Client Portal
  • Click on the Support section
  • Select Message Center
  • Select Compose followed by New Ticket
  • Write "Complaint" as your brief description, and submit
  • Click CONTINUE WITH TICKET
  • Select Category, Account, and enter your details in the field provided
  • Submit ticket

Please provide a detailed description of your complaint within the body of the ticket. If your complaint is regarding a trade, please provide the details of the trade(s), which may include, but is not limited to the order submission date and time, security description, execution date and time, execution price, and requested compensation amount with calculation. Please keep in mind that all trade related disputes must be submitted within a timely manner. Specifically, trade cancellation requests must be within IBA and/or the exchange's time parameters.

Upon receipt of your complaint, IBA Complaints Officer will acknowledge and respond to your complaint via Client Portal through a new ticket created by IBA titled, "Communication for complaint related to ticket #".

IBA's internal dispute resolution process is available to complainants free of charge and this Policy is accessible on IBA website here:
https://gdcdyn.interactivebrokers.com/Universal/servlet/Registration_v2.formSampleView?formdb=4253