Dispute Resolution

Internal Dispute Resolution

Angas Securities Limited offers an Internal Dispute Resolution (IDR) process to help clients resolve their complaints arising from their dealings with the Company.

RG271 considers a complaint is made where there is an expression of dissatisfaction made to or about Angas, related to its products, services, staff or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected or legally required. All complainants are to be treated in an equitable manner, even if the complaint itself is unreasonable and/or incapable of being resolved.

Any investor complaints are considered in the first instance by the WA Investor Relations Manager (in the case of Western Australian clients) and the South Australian Investor Relations Manager in all other States. Where one of those officers is the subject of the dispute then the complaint will be dealt with by the other. Each manager is required to review and discuss the basis of the complaint and seek to resolve the matter as promptly and amicably as possible in formulating the complaint as well as offering any appropriate and reasonable assistance (where required). The manager may contact the client by phone or mail in order to obtain further information. Angas will immediately acknowledge (within one business day or as soon as practicable) the complaint, either verbally or in writing, and address the concerns promptly. Where the complaint is about another officer or employee of Angas, that complaint will be referred to Head of Compliance (HOC) in the first instance. If the complaint is about HOC, it will be referred to the Chief Executive Officer (CEO). They will follow the process set out above. Both HOC and CEO may delegate to an appropriate Angas staff member as they see fit.

Note: No IDR response is required if (within 5 business days) the complaint has either:

• Been resolved to the complainant’s satisfaction; or
• Angas has given an explanation and/or apology in circumstances where no further action can reasonably be taken to address the complaint (ie, it is incapable of being resolved).

It is Angas' internal policy that should a complaint not be capable of resolution by the designated manager within 5 business days, the matter will be referred to the HOC. HOC (or his delegate) will endeavour to resolve the matter. Within 30 days of the complaint being received, a written IDR response must be sent to the complainant telling the complainant:

a. the final outcome of their complaint (either confirmation of actions taken by Angas to fully resolve the complaint or reasons for rejection or partial rejection of the complaint):

b. their right to take the complaint to AFCA if they are not satisfied with the IDR response; and

c. the contact details for AFCA.

HOC may contact the client by phone, email or mail in order to obtain further information.

All complaints must be logged by the Compliance Officer on the internal Complaints Register, which is tabled at the monthly ARMCO and Board meetings, and the quarterly MIS Compliance Committee meetings.

Data Collection - Angas CEO lodges an online periodic report with ASIC in the required format setting out the number and nature of complaints and other requisite details.

External Dispute Resolution - Australian Financial Complaints Authority

A client may refer an unresolved complaint to the Australian Financial Complaints Authority (AFCA). Angas Securities is a member of AFCA – Membership No. 411743. For further details go to www.afca.org.au.

The role and procedures of AFCA are set out in the AFCA Rules which are not replicated in this policy document. In summary, AFCA deals with client complaints by:-

• providing consumers with a free, accessible alternative to legal proceedings for the resolution of their complaints against its members;
• acting as an ASIC-approved complaints resolution body for the financial services industry; and
• actively facilitating the resolution of complaints about financial services.

The broad aim of AFCA is to provide for the independent and prompt resolution of consumers' complaints against members, having regard to:

• relevant legal requirements and rights provided by law to consumers;
• applicable codes of practice;
• good industry practice in the financial services industry; and
• fairness in all the circumstances.

Issued: 21/06/2024