1. Alpha Trade PTY LTD (“Alpha Trade, we or us”) is committed to effective and efficient complaints management and to fair and transparent dealings in the financial marketplace
2. A complaint is an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

• We take your feedback seriously and will work proactively to investigate and resolve your complaint. If you have a complaint, please contact us by any of the following methods:
  • Email: [email protected] ; or
  • Phone: +61 (0)2 9037 3890; or
  • Post: Level 16, 175 Pitt Street, Sydney NSW 2000, Australia.
  • Any material relating to Alpha Trade’s Internal Dispute Resolution (“IDR”) process will be provided to you free of charge.
  • the end of the fifth (5th) business day of receipt of the complaint, where we have:

• TIMEFRAME FOR RESOLVING COMPLAINTS
  • We endeavour to resolve all complaints as quickly as practicable. Many complaints can be resolved within days or on the spot. We will keep you informed in relation to your dispute and will provide you with an IDR response within thirty (30) calendar days of receiving your complaint.  
  • AFCA is an independent and external dispute resolution scheme, of which Alpha Trade is a member.

Australian Financial Complaints Authority Limited

GPO Box 3

Melbourne VIC 3001

Phone: 1800 931 678

Fax: (03) 9613 6399

Email: [email protected]

Website: https://www.afca.org.au/

• National Relay Service, a government initiative that offers an Australia-wide phone service for people who are deaf or have a hearing or speech impairment. It’s available at no additional charge:
  • connect to the NRS and then ask for [insert phone].

• US
  • If you have any questions or would like further information about our complaints handling process, please contact us by:
    • Email: [email protected] ; or
    • Phone: +61 (0)2 9037 3890; or
    • Post: Level 16, 175 Pitt Street, Sydney NSW 2000, Australia.