MS-Remit – Complaints & Dispute Resolution Policy

This Complaints & Dispute Resolution Policy explains how MS11Capital Pty Ltd (ACN: 659025537), trading as MS-Remit (“MS-Remit”, “we”, “us”, “our”), manages customer complaints and disputes.

This Policy should be read together with the MS-Remit Customer Terms & Conditions, Privacy Policy, and Refund & Cancellation Policy.

Our Commitment

MS-Remit is committed to handling complaints fairly, promptly, and transparently.

We aim to resolve complaints in a timely manner and in accordance with:

• Australian Consumer Law
• AUSTRAC and AML/CTF obligations
• applicable regulatory and legal requirements

What is a complaint?

A complaint is any expression of dissatisfaction relating to:

• our services or processes
• a transfer, delay, or cancellation
• fees, exchange rates, or refunds
• customer service or communication
• handling of personal information

How to lodge a complaint

You may lodge a complaint by contacting us using the details below:

Please include:

• your full name
• registered mobile number or email
• transaction reference (if applicable)
• a clear description of the issue

We may communicate with you regarding your complaint via email, phone, SMS, or in-platform notifications.

Complaint Handling Process

Step 1 – Acknowledgement

• We aim to acknowledge receipt of your complaint within 2 business days.

Step 2 – Investigation

• We will review the complaint, relevant records, and any supporting information.
• We may contact you to request additional details if required.

Step 3 – Response

• We aim to provide a response within 15 business days, where reasonably practicable.
• If more time is required, we will keep you informed of progress.

If a complaint cannot be resolved at the initial review stage, it may be escalated internally for further review.

Complaints are handled during standard Australian business hours, excluding public holidays.

Outcomes

Depending on the nature of the complaint, outcomes may include:

• explanation or clarification
• correction of an error
• refund or adjustment (where permitted)
• remedial action or service improvement

Not all complaints will result in a refund or compensation

Disputes Involving Compliance or Law Enforcement

Some matters may involve:

• compliance reviews
• fraud or scam investigations
• suspicious matter reporting (SMRs)
• regulatory or law enforcement requirements

In such cases:

• transfers may be delayed, cancelled, or restricted
• we may be legally unable to disclose certain information
• resolution may take longer than standard timeframes

Privacy-Related Complaints

Privacy complaints are handled in accordance with our Privacy Policy.

If you are not satisfied with our response to a privacy complaint, you may contact the Office of the Australian Information Commissioner (OAIC).

External Dispute Resolution

MS-Remit is not currently a member of an external dispute resolution scheme such as AFCA.

Nothing in this Policy limits your right to:

• Seek independent legal advice
• Pursue remedies available under Australian Consumer Law

No Retaliation

Making a complaint will not result in retaliation or adverse treatment.

However, we may still take action required by law, regulation, or risk management.

Changes to This Policy

We may update this Policy from time to time.

Continued use of MS-Remit services after the “Last Updated” date constitutes acceptance of the updated Policy.

Contact Us