Phase of Customer Complaints Receipt

  1. Complaint Service Unit The Customer receives a written complaint from the Customer or its proxy directly, by registered mail or by e-mail by attaching at least the following documents:
    1. Complaint Form and Questionnaire from the Exchange which has been filled by the Customer (Complaint Form Download | Questionnaire Download).
    2. Chronology or description of Customer Complaint.
    3. Results of the handling of complaints from the Futures Broker.
    4. Photocopy of the identity of the Customer including the telephone number of the Customer or his / her attorney who can be contacted.
    5. Power of Attorney if the Customer's Complaint is done by the Customer's authority.
    6. Photocopy of Customer's Covenant Agreement.
    7. Photocopy of Daily Transaction Report.
    8. Photocopy of Fund Transfer Proof.
  2. The Customer Complaint Service Unit explains to the Customer or its proxy regarding Standard Operating Procedures on Customer Complaint handling.
  3. In the case of a complaint delivered by registered mail or email, the Standard Operating Procedures Explanation (POS) as referred to above points shall be submitted to the customer or his proxy by telephone and or email to the customer service complaint unit.
  4. The Customer Complaint Service Unit checks the complete Complaints Document document.
  5. The Customer Complaints Service Unit shall deliver a Proof of Receipt of a Complaint signed by the officer receiving the complaint to the Customer or his proxy for a maximum of 5 (five) working days after the Customer Complaint has been received and the supporting documents stated in full.
  6. Evidence of acceptance as referred to in paragraph (4) shall contain at least :
    1. Complaint registration number.
    2. Date of receipt of Complaint.
    3. Name and identity of the Customer.
    4. Name and telephone number of the Futures Exchange officer receiving the Complaint.
    5. Brief Description of Complaint.



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