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Complaints

Notice a problem, unexpected platform behaviour, or disagreement about an operation? This page explains how to send us a complaint, what we do with it, in which deadlines and which channels are available to you if our response is not satisfactory.

What this page is for

AuraxAI provides clear information, automated analytical tools and personal support. The user retains control over decisions and funds, and should carefully assess risks, costs and own goals before using them.

Our internal process has three goals: a clear answer and reasoned, confidential processing of your data and an impartial decision, taken by a person who did not participate in the disputed facts when the situation requires it.

Processing of your complaint, step by step

Four steps separate receiving your message from closing your file.

Submitting your complaint

Write to us from the email address associated with your account. Describe the facts, dates, possible amounts and what you expect from us: the more precise your message, the faster the analysis.

Confirmation of receipt

We acknowledge receipt of your message and assign it a file reference. Keep it: it makes all subsequent exchanges easier.

Review and reasoned response

The competent service downloads useful data about work and connection history, asks for clarification if necessary, then gives you a reasoned reply, including a solution when necessary.

Closure and continuation

If the response resolves the issue, we close the case and take any necessary corrective action. Otherwise, you can use the escalation options described below.

Information you should provide and information you should keep to yourself

The complete file moves quickly. A folder containing sensitive data exposes you unnecessarily.

Which is useful for us

  • IdentificationYour name, surname and contact email address;
  • Referencefile number, if you have already received it;
  • Factschronological description, with dates and times of events;
  • Operationsidentifiers of respective transactions and amounts in Australian dollars;
  • Supporting evidencescreenshots or messages exchanged to aid understanding.

What you should never send

Our team will never ask you to:

  • Passwordsthat of your account such as those of your API keys;
  • Temporary codestwo-factor authentication codes;
  • Bank cardfull number and cryptogram on the back of the card;
  • Unsolicited materialscopies of identity cards that no one asked for.

If someone asks you for this information posing as our employee, they do not work for us: report it immediately.

Processing time

We confirm receipt of every complaint within two working days. You will then receive a reasoned answer within a maximum of fifteen working days. If the analysis requires more, for example a check with a third party, we inform you of the additional time planned before the initial deadline.

Our internal response targets do not restrict your statutory rights. External complaint options depend on the type of service and the legal entity involved. Check any applicable complaint deadlines and eligibility requirements before lodging a complaint.

If our answer does not convince you

You can first request a review of the decision: your file will then be re-examined taking into account all new elements. This request was made simply in response to our message, recalling the map reference.

If the dispute remains unresolved, you may contact the Australian Financial Complaints Authority (AFCA) if the provider is an AFCA member and the complaint falls within its jurisdiction. Otherwise, seek information from the relevant regulator or consumer protection body. We cooperate with an eligible review and provide the documents it requires.

Mediation does not deprive you of any other rights: you retain the possibility of determining your position before the competent courts.

Our specific obligations

Four verifiable promises govern the processing of each file.

Transparency

We acknowledge receipt, explain our decision point by point, and update you on progress as the analysis progresses over time.

Confidentiality

The information in your file is only accessible to those handling the complaint, in accordance with our confidentiality policy.

Objectivity

Review is based on work and connection history, not impressions. Before any conclusion, disputed facts are checked.

Communication

A unique file reference, an identifiable contact person and written exchanges to track each commitment made.

Write to us

Complaint, question or simple doubt about the procedure to be followed: write to us at the address below, do not forget to attach the useful elements listed above.

Prefer to use a form? Our Contact page is available for enquiries that are not complaints.