Complaints Policy (OKX Australia Financial Pty Ltd)
OKX Australia Financial Pty Ltd · AFSL No. 379035 · Published: 29 April 2026
Formal Complaints Handling Process
This Complaints Handling Procedure is established to address the handling of complaints received from retail clients of OKX Australia Financial Pty Ltd ("OKX Australia" or "we") in relation to financial products issued under our Australian Financial Services Licence (AFSL No. 379035). It sets out how to make a complaint, a summary of our complaints handling process, and the escalation routes available to you if you are not satisfied with our final response.
Please note this page is solely for formal complaints relating to AFSL-regulated financial products and services. Our Support Centre remains available to address any other concerns or issues you may have.
About this page
OKX Australia Financial Pty Ltd (ABN 14 145 724 509) holds Australian Financial Services Licence (AFSL) No. 379035. We are authorised to provide financial services — including issuing and dealing in derivatives — to retail and wholesale clients.
This complaints process applies only where all three of the following conditions are met:
The complaint relates to a financial product issued by OKX Australia Financial Pty Ltd under AFSL No. 379035 (for example, an over-the-counter derivative product such as a crypto perpetual or futures contract); and
The financial product was issued to you as a retail client as defined under section 761G of the Corporations Act 2001 (Cth); and
The complaint relates to the provision of those financial services under our AFSL.
Our Internal Dispute Resolution process and AFCA membership obligations apply specifically in respect of retail clients. If you are a wholesale client, different arrangements may apply — please contact our Customer Support team and we will assist you accordingly.
Important — spot digital asset services are not covered by this process.
Spot digital asset trading services (where the digital asset is not a financial product under the Corporations Act 2001 (Cth)) are provided by OKX Australia Pty Ltd, a separate legal entity registered as a Digital Currency Exchange (DCE) and regulated by AUSTRAC. Those services are not provided under our AFSL and are not subject to the financial consumer protections under Chapter 7 of the Corporations Act 2001 (Cth), including the IDR and AFCA requirements described on this page. If your complaint relates to a spot digital asset transaction, please contact our Customer Support team for assistance.
What is a complaint?
A complaint is any expression of dissatisfaction made to or about OKX Australia relating to our financial products, services, staff, or our complaints handling process itself, where a response or resolution is explicitly or implicitly expected.
If you are looking for general assistance with your account, please contact our Customer Support team in the first instance, they can assist with many enquiries without the need to lodge a formal complaint.
How to lodge a complaint
You can lodge a complaint through any of the channels below.
OnlineVia the OKX Help Centre at www.okx.com/en-au — use the live chat or support ticket function
Email AUComplaints@okx.com
Phone 0406 957 500
Post Level 29, 66 Goulburn Street, Sydney NSW 2000 (Please note that complaints lodged by post may take longer to reach us due to postal transit times, which may affect how quickly we are able to acknowledge and respond to your complaint.)
If you have difficulty communicating in English, require accessibility support, or have any other circumstances that mean you need additional assistance, please let us know and we will do our best to accommodate your needs.
Information we collect
To investigate and resolve your complaint effectively, we will ask you to provide, at minimum, the following information:
Your full name and contact details (e.g. email address or phone number)
Your OKX account details
A description of your complaint, including the nature of the issue and what happened
The date(s) on which the relevant event(s) occurred
The financial product or service your complaint relates to
Any relevant transaction or reference numbers
Your preferred contact method and the outcome you are seeking
If you are lodging your complaint by email, phone or post, please include your full name, registered email address, and OKX account ID or username so we can quickly identify your account and begin our investigation. Failure to include these details may result in delays in us being able to identify you and progress your complaint.
Please also ensure you provide us with adequate information about the nature of your complaint and your expected resolution. The more detail you are able to provide upfront, the more quickly and efficiently we will be able to investigate and respond to your complaint.
You are not required to provide all of the above information upfront, and providing less information will not prevent us from investigating your complaint, it may however, mean we need to follow up with you before we can complete our assessment.
All personal information provided in connection with your complaint will be kept confidential and handled in accordance with our Privacy Policy Statement and the Privacy Act 1988 (Cth). Complaint records are retained for a minimum of seven (7) years.
Our complaints process (IDR)
Once we receive your complaint, it will be handled through our Internal Dispute Resolution (IDR) process.
1 Acknowledgement
We will acknowledge receipt of your complaint as soon as possible, and no later than 1 business day after we receive it. You will receive a written acknowledgement that includes your complaint reference number, an overview of the process, the relevant contact details, and the expected timeframe for our response.
2 Investigation
We will review all available information and the specific circumstances of your complaint. We may contact you to request additional information if needed, and will communicate progress to you throughout.
3 Updates
We aim to resolve complaints within 10 calendar days of receipt. If we are unable to do so, we will keep you informed of progress and the reasons for any delay. If we cannot provide a final response within 30 calendar days, we will write to you explaining the delay, what steps are being taken, when you can expect a final response, and your right to contact AFCA.
4 Final Response
We will provide you with a written Final Response within 30 calendar days of receiving your complaint. Our Final Response will set out the outcome of your complaint and the reasons for our decision and if you remain unsatisfied, your right to refer the matter to AFCA, including AFCA's contact details.
If your complaint cannot be resolved within 30 calendar days: We will contact you to explain the reasons for the delay, the steps we are taking to resolve your complaint, and when you can expect to hear from us. We will also inform you of your right to contact AFCA at any time.
External Dispute Resolution (EDR)
If you are not satisfied with our Final Response, you have the right to refer your complaint to the Australian Financial Complaints Authority (AFCA), Australia's independent external dispute resolution scheme for financial services complaints.
You may refer your complaint to AFCA within 2 years of the date of our Final Response.
About AFCA
Australian Financial Complaints Authority (AFCA)
AFCA is an independent, not-for-profit organisation approved by the Australian Government to resolve complaints between consumers and financial firms. OKX Australia Financial Pty Ltd is a proud member of AFCA.
Member No.: 24310
Website: www.afca.org.au
Phone: 1800 931 678 (free call) Email: info@afca.org.au
Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Support for vulnerable customers
We recognise that some customers may require additional care and support when making a complaint. This may include customers experiencing financial hardship, customers with a disability (including cognitive, physical or mental health impairments), customers with language difficulties, or customers facing other challenging life circumstances.
If you feel that any of these circumstances apply to you, please let us know when you get in touch. We will take appropriate steps to accommodate your needs and communicate with you in a way that works best for you. Where a complaint involves hardship, please make this clear when lodging your complaint so we can ensure it receives appropriate priority and care.
Privacy
OKX Australia is committed to protecting your personal information. All information collected in connection with your complaint will be handled in accordance with our Privacy Policy Statement. Your information will be shared only with the personnel or teams necessary to investigate and resolve your complaint, and with any external bodies (such as AFCA) as required by law or regulation. Complaint records are retained for a minimum of seven (7) years.
Related documents
For more information about OKX Australia's financial products and services, please refer to the following documents available on our website:
Information for footer of the page:
This page relates solely to financial products and services provided by OKX Australia Financial Pty Ltd under AFSL No. 379035. Spot digital asset trading services are provided by OKX Australia Pty Ltd (ACN 636 269 040), a separate entity regulated as a Digital Currency Exchange by AUSTRAC, and are not covered by this complaints process. The consumer protections and disclosure obligations under Chapter 7 of the Corporations Act 2001 (Cth) do not apply to those services.
Disclaimer: Information about: digital currency exchange services is prepared by OKX Australia Pty Ltd (ABN 22 636 269 040); derivatives and margin by OKX Australia Financial Pty Ltd (ABN 14 145 724 509, AFSL 379035); and other products and services by the relevant OKX entities which offer them (see Terms of Service). This information is general in nature and does not take into account your objectives, financial situation or needs. You should do your own research and obtain professional advice, including to ensure you understand the risks associated with these products, before you make a decision about them. Crypto derivatives carry significant risk. You could lose all of the USDT deposited in your trading account. Past performance is not indicative of future performance. Read our Terms of Service and, for retail derivatives, the Product Disclosure Statement (PDS) and Financial Services Guide (FSG) before making any decision.