Effective January 1st 2024, All complaints from either VFSC and ASIC should be tagged accordingly by using the tags below:

 

Complaints - Funding (ASIC)
Complaints - Funding (VFSC)
Complaints - Other (ASIC)
Complaints - Other (VFSC)
Complaints - Product (ASIC)
Complaints - Product (VFSC)
Complaints - Trading (ASIC)
Complaints - Trading (VFSC)



Complete process are as follows:

Please note this IDR process is for complaints from ASIC Clients only. 

 

Table A: IDR Process 

Steps 

Requirements 

Actions 

1 

Identifying ASIC client complaints: 

A complaint is anything that is a dissatisfaction from the client. 

 

Actioned by CS: 

Once a complaint has been identified. Update the Freshdesk (FD) ticket with the appropriate tag; the possible options include: 

 

  • Complaints – Product (ASIC) 

  • Complaints – Trading (ASIC) 

  • Complaints – Other (ASIC) < select this one if you’re unsure 

 

2 

After flagging a ticket as ASIC Client Complaint. CS need notify Ops. 

Actioned by CS: 

Notify the relevant team by escalating the email to: operations@fusionmarkets.com and cc: escalations@fusionmarkets.com  

 

Ensure you edit the Email Subject Title before sending: 

 

  • For ASIC: add [ASIC – Complaint] to the end of email subject title. 

 

3 

Client response will be prepared by OPS; they will write everything for CS to forward on to the client. This includes the final response 

Actioned between Ops and CS. 

 

Always CC: escalations@fusionmarkets.com  

4 

The complaint is resolved when either: 

  1. 5 days post final response and the client hasn’t replied; or, 

  1. If the client has acknowledged our response with no further questions or complaints. 

 

Important: Ops will draft the final email to the client and provide any additional instructions for CS to monitor (for example: a follow-up email to the client, to be sent 5 days after the final response, confirming the closure of the complaint). 

 

Actioned by CS: 

Once a complaint has been resolved. Update the Freshdesk ticket status to ‘Resolved’. 

 

Always CC: escalations@fusionmarkets.com 

5 

 

Once the ASIC complaint has been ‘resolved’ the Escalations team is responsible for completing the data entry into the IDR Register. 

 

Actioned by Escalations Team 

Read through the email chain / ticket and enter the complaint details into the excel IDR Register. 

6 

Compliance to review and finalise the IDR Register entry in a timely manner. 

Actioned by Compliance 

Lodge the complaint in the FMGP IDR Register.