Legal information
Complaints Policy
A clear process for raising a concern about service, conduct, privacy, communication or billing.
How to raise a complaint
Tell us what happened and the outcome you are seeking.
Send a high-level description to complaints@aml-operations-australia.com.au or choose “Complaint” in the contact form. Do not include customer, CDD, transaction or suspicious-matter information through ordinary email.
- 1
Acknowledge
Target: acknowledge within two business days.
- 2
Assess
Confirm scope, request information safely and identify conflicts or escalation needs.
- 3
Respond
Provide reasons, proposed action and available next steps within a reasonable period.
- 4
Improve
Record lessons, corrective actions and closure evidence.
Response timing depends on complexity and any need for secure information or external advice. Last updated: 11 September 2026.