This document sets out internal dispute resolution process offered by Living Room of Satoshi.

Complaints and Internal Dispute Resolution Process

At Living Room of Satoshi we aim to provide the best service for our customers every time. We are committed to responding to complaints and disputes in a way that is:

In the event that you are unhappy regarding any part of our service, please contact us immediately and tell us about your concerns. You can contact the Complaints Officer by:

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Dispute Resolution Timeframes

Living Room of Satoshi will try to resolve your complaint as soon as possible - on the spot if we can. If this is not possible, we will adhere to the timeframes set out in this document in dealing with the complaint.

We will provide a written acknowledgment of receipt of your complaint promptly, unless the complaint is otherwise resolved in the meantime. We will ensure that a substantive response is given to your complaint as soon as possible, but within forty-five (45) days of receipt of your complaint. If we cannot respond to your complaint within forty-five (45) days, we will inform you of the reasons for the delay.

Dispute Resolution Outcomes

We will give you a written response to your complaint and the reasons for reaching a particular decision, and we will adequately address the issues that are raised. Where practicable, our response will refer to applicable provisions in legislation, Codes, Standards or Procedures.

We will review our Internal Dispute Resolution Procedures every three (3) years to ensure that our complaints systems are operating effectively.