Our Commitment
Canvas Digital Pty Ltd (Canvas Digital) is committed to providing high-quality financial services and treating all customers fairly. We value your feedback and take all complaints seriously.
If you are dissatisfied with any aspect of our products, services, or the conduct of our staff, we want to hear about it. We will handle your complaint promptly, fairly, and free of charge.
What is a Complaint?
A complaint is any expression of dissatisfaction made to us about our products, services, staff, or how we have handled a previous complaint, where you expect us to respond or take action.
You do not need to use the word complaint or put your concerns in writing for us to treat your feedback as a complaint. If you tell us you are unhappy and expect us to do something about it, we will treat it as a complaint.
How to Lodge a Complaint
You can make a complaint through the channels below. Complaints can be made by you or by an authorised representative acting on your behalf.
- By email: complaints@canvas.co
- In writing: Complaints Officer, Canvas Digital Pty Ltd, C/- Presidio Partners Pty Limited, Level 2, 222 Pitt Street, Sydney NSW 2000
- In person: You may request a meeting with our Complaints Officer by contacting us by email or in writing.
What Happens When You Complain
Step 1 - Acknowledgement
We will acknowledge receipt of your complaint as soon as practicable, usually within one business day.
Step 2 - Assessment and Investigation
We will review your complaint carefully and conduct any investigation necessary to understand the issue and reach a fair outcome. We may contact you to ask for further information or to clarify your concerns.
Step 3 - Resolution
We will aim to resolve your complaint as quickly as possible. For straightforward matters, we may be able to resolve your complaint at first contact.
For complaints that require further investigation, we will aim to provide you with a final response within 30 calendar days of receiving your complaint.
If we need more time to investigate, we will let you know and explain why, and we will keep you informed of progress.
Step 4 - Written Response
If your complaint is not resolved within five business days, we will provide you with a written response setting out the outcome of your complaint and the reasons for our decision, any remedy or action we will take, and your options if you are not satisfied with our response.
What We Will Do
When handling your complaint, we will:
- Treat you with courtesy and respect
- Handle your complaint promptly, objectively, and fairly
- Keep you informed of the progress of your complaint
- Protect your personal information in accordance with our Privacy Disclosure
- Provide reasons for our decisions
- Take steps to address the issues raised, including fixing any errors or problems identified
- Consider whether the issue may affect other customers
If You Are Not Satisfied
Ask for a review
You may request that a senior manager or director of Canvas Digital review the handling of your complaint. Please email complaints@canvas.co and request an internal review.
Contact the regulator
You may raise your concerns with the relevant regulator.
- ASIC: Australian Securities and Investments Commission (www.asic.gov.au or 1300 300 630)
- AUSTRAC: Australian Transaction Reports and Analysis Centre (www.austrac.gov.au), for matters relating to anti-money laundering and counter-terrorism financing
Seek independent advice
You may seek independent legal or financial advice at any time.
Once Canvas Digital holds an Australian Financial Services Licence (AFSL), we will be a member of the Australian Financial Complaints Authority (AFCA), which provides free and independent dispute resolution for financial services complaints. Details of our AFCA membership will be published here when available.
Accessibility
We are committed to making our complaints process accessible to everyone. If you need assistance to lodge a complaint, for example if you require an interpreter, have a disability, or are experiencing financial hardship, please let us know and we will do our best to accommodate your needs.
You may also have a representative, such as a family member, friend, legal adviser, or financial counsellor, lodge a complaint on your behalf.
Our Complaints Handling Standards
Our complaints handling process is designed to be consistent with Australian Standard AS/NZS 10002:2014 - Guidelines for complaint management in organizations and ASIC Regulatory Guide 271 - Internal dispute resolution.
Canvas Digital's Complaints Officer is responsible for ensuring complaints are handled in accordance with this process.
Contact Us
For any questions about this complaints process, or to lodge a complaint, contact our Complaints Officer.
- Email: complaints@canvas.co
- Post: Complaints Officer, Canvas Digital Pty Ltd, C/- Presidio Partners Pty Limited, Level 2, 222 Pitt Street, Sydney NSW 2000
Canvas Digital Pty Ltd is registered with AUSTRAC as a virtual asset service provider. This complaints handling disclosure is published as part of our commitment to transparent and fair customer service.