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Complaint's Policy
Last updated:
September 2024
A Guide to Stables' Complaint Handling Process
Stables, powered by Tiiik Pty Ltd ACN 639 448 490 and its related bodies corporate (Stables, we, us, our) loves to hear your feedback when you are pleased with our services. However, we know that we may not always get everything right. We encourage you to contact us if you are dissatisfied with any aspect of our services.
Lodging a Complaint
You can lodge a complaint by email to team@stables.money – Attention: Chief Risk Officer.
Resolving Complaints
Once we receive a complaint, the person who has been appointed to handle the resolution of your complaint will contact you within two business days.
The person handling your compliant will investigate the complaint, and in some cases they may ask you to provide additional information.
The person handling your compliant will investigate the complaint, and in some cases they may ask you to provide additional information.
How long will it take?
Stables will try to resolve your complaint within 10 calendar days, however, this may not always be possible, however, we always aim to resolve your complaint within 45 days.
If we cannot provide you with our response to your complaint within the above timeline, we will write to you to tell you the reasons for the delay and give you information about your rights.
If we cannot provide you with our response to your complaint within the above timeline, we will write to you to tell you the reasons for the delay and give you information about your rights.
How will Stables notify me of the outcome of my complaint?
Stables will contact you by the method of communication that you have nominated as your preferred option, usually by phone or email.
If our response to your complaint is not in your favour, we will write to you to explain the reasons for our decision and provide you with information about your rights.
If our response to your complaint is not in your favour, we will write to you to explain the reasons for our decision and provide you with information about your rights.
What can you do if you are not satisfied with our response to your complaint?
As part of our External Dispute Resolution (EDR) procedures, Tiiik Pty Ltd is a member of the Australian Financial Complaints Authority (AFCA), member number 109771.
If you have raised your concerns with us and you are not satisfied with the outcome proposed or you believe that we have not resolved your complaint fairly, then you can request to have your complaint reviewed free of charge by the Australian Financial Complaints Authority (AFCA).
AFCA provides free independent financial services complaint resolution for retail and small business complaints.
Please note that AFCA is bound by certain rules and your complaint may or may not fall within its jurisdiction.
You can contact AFCA directly via:
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Visiting: www.afca.org.au
If you have raised your concerns with us and you are not satisfied with the outcome proposed or you believe that we have not resolved your complaint fairly, then you can request to have your complaint reviewed free of charge by the Australian Financial Complaints Authority (AFCA).
AFCA provides free independent financial services complaint resolution for retail and small business complaints.
Please note that AFCA is bound by certain rules and your complaint may or may not fall within its jurisdiction.
You can contact AFCA directly via:
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Visiting: www.afca.org.au
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© Stables Group 2024
The "Stables Group" is powered by a number of companies throughout the world.These companies include, but is not limited to: Stables Money Global Pte Ltd, 2 Venture Drive #19-18, Vision Exchange, Singapore 608526; Stables Australia, powered by Tiiik Pty Ltd (ACN 639 448 490) a company incorporated in Australia; Stables Europe, (KRS #0001027447), incorporated in Warsaw, Poland, a member of the European Union (EU); Stables Asia, is a company located at Unit 1603, 16th Floor, The L. Plaza, 367 - 375 Queen's Road Central, Sheung Wan, Hong Kong; and Stables Limited, a company incorporated in Abu Dhabi Global Market (ADGM).
Note more companies and jurisdictions are gradually coming online - watch this space.
The Stables Group is collectively referred to as “Stables”, “Tiiik”, “we”, “us” and “our” in these General Terms of Use, other customer disclosure documents our App and on our websites.
Stables powered by Tiiik Pty Ltd ACN 639 448 490 is a registered Digital Currency Exchange (DCE) provider with AUSTRAC - DCE100780083-001. Tiiik is also registered as an independent remittance dealer with AUSTRAC - IND100780083-001. Tiiik Pty Ltd is also a member of the Australian Financial Complaints Authority (AFCA), member number 109771.
Stables Europe, located at 22B Bartycka Street, Unit 21A, Warsaw, postcode 00716, Poland is a Virtual Asset Service Provider (VASP), KRS National Register No: 0001027447, entered into the Poland Virtual Currency Business Activity Register on 6th April 2023.
Stables Money® is a registered trademark, and the coin design is a trademark of Stables Group.
The Stables Send product is issued by Odyssey Capital Funds Management Ltd ACN 116 172 395 (AFSL 297283) (“Issuer”) and distributed and administered by Tiiik Pty Ltd trading as Stables ACN 639 448 490 (AFS Representative No. 001308192). You should consider the Product Disclosure Statement, Financial Services Guide and Target Market Determination for this product located here. Any advice does not take into account your personal needs, financial circumstances or objectives and you should consider if it is appropriate for you."
The Stables Card Mastercard® powered by Tiiik Pty Ltd is issued by EML Payment Solutions Limited ABN 30 131 436 532, AFSL 404 131 ("Issuer"), and is managed by Mastercard Prepaid Management Services Australia Pty Ltd ABN 47 145 044, AFSL 386 837. Stables powered by Tiiik Pty Ltd is a Corporate Authorised Representative of Mastercard Prepaid Management Services since 10th November 2022. You should consider the Product Disclosure Statement and Target Market Determination for this product located here. Any advice does not take into account your personal needs, financial circumstances or objectives and you should consider if it is appropriate for you.
* Subject to any surcharge that may be imposed directly by merchants. Currently the Stables Card cannot be used in the following countries and geographical regions due to sanctions that are currently in place: Crimea, Iran, North Korea, Sudan, Syria, Donetsk and Luhansk. If you attempt to use your card at merchants in any of these countries and geographical regions, your request will be declined. Additionally, all Mastercards will not work at Russian merchants. In addition, the POS terminals are not owned or operated by the Issuer or Mastercard Prepaid Management Services Australia Pty Ltd and the Issuer or Mastercard Prepaid Management Services Australia Pty Ltd are not responsible for ensuring that merchants will accept the Stables Card. For example, the Issuer and Mastercard Prepaid Management Services Australia Pty Ltd cannot control when a POS terminal is due for maintenance or is faulty of if a merchant chooses not to accept the Stables Card. In such cases, your Stables Card may not function properly or be declined. For more information please see the Product Disclosure Statement.
** Some merchants may charge their own fees and set their own limits.
Mastercard® is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated.
The "Stables Group" is powered by a number of companies throughout the world.These companies include, but is not limited to: Stables Money Global Pte Ltd, 2 Venture Drive #19-18, Vision Exchange, Singapore 608526; Stables Australia, powered by Tiiik Pty Ltd (ACN 639 448 490) a company incorporated in Australia; Stables Europe, (KRS #0001027447), incorporated in Warsaw, Poland, a member of the European Union (EU); Stables Asia, is a company located at Unit 1603, 16th Floor, The L. Plaza, 367 - 375 Queen's Road Central, Sheung Wan, Hong Kong; and Stables Limited, a company incorporated in Abu Dhabi Global Market (ADGM).
Note more companies and jurisdictions are gradually coming online - watch this space.
The Stables Group is collectively referred to as “Stables”, “Tiiik”, “we”, “us” and “our” in these General Terms of Use, other customer disclosure documents our App and on our websites.
Stables powered by Tiiik Pty Ltd ACN 639 448 490 is a registered Digital Currency Exchange (DCE) provider with AUSTRAC - DCE100780083-001. Tiiik is also registered as an independent remittance dealer with AUSTRAC - IND100780083-001. Tiiik Pty Ltd is also a member of the Australian Financial Complaints Authority (AFCA), member number 109771.
Stables Europe, located at 22B Bartycka Street, Unit 21A, Warsaw, postcode 00716, Poland is a Virtual Asset Service Provider (VASP), KRS National Register No: 0001027447, entered into the Poland Virtual Currency Business Activity Register on 6th April 2023.
Stables Money® is a registered trademark, and the coin design is a trademark of Stables Group.
The Stables Send product is issued by Odyssey Capital Funds Management Ltd ACN 116 172 395 (AFSL 297283) (“Issuer”) and distributed and administered by Tiiik Pty Ltd trading as Stables ACN 639 448 490 (AFS Representative No. 001308192). You should consider the Product Disclosure Statement, Financial Services Guide and Target Market Determination for this product located here. Any advice does not take into account your personal needs, financial circumstances or objectives and you should consider if it is appropriate for you."
The Stables Card Mastercard® powered by Tiiik Pty Ltd is issued by EML Payment Solutions Limited ABN 30 131 436 532, AFSL 404 131 ("Issuer"), and is managed by Mastercard Prepaid Management Services Australia Pty Ltd ABN 47 145 044, AFSL 386 837. Stables powered by Tiiik Pty Ltd is a Corporate Authorised Representative of Mastercard Prepaid Management Services since 10th November 2022. You should consider the Product Disclosure Statement and Target Market Determination for this product located here. Any advice does not take into account your personal needs, financial circumstances or objectives and you should consider if it is appropriate for you.
* Subject to any surcharge that may be imposed directly by merchants. Currently the Stables Card cannot be used in the following countries and geographical regions due to sanctions that are currently in place: Crimea, Iran, North Korea, Sudan, Syria, Donetsk and Luhansk. If you attempt to use your card at merchants in any of these countries and geographical regions, your request will be declined. Additionally, all Mastercards will not work at Russian merchants. In addition, the POS terminals are not owned or operated by the Issuer or Mastercard Prepaid Management Services Australia Pty Ltd and the Issuer or Mastercard Prepaid Management Services Australia Pty Ltd are not responsible for ensuring that merchants will accept the Stables Card. For example, the Issuer and Mastercard Prepaid Management Services Australia Pty Ltd cannot control when a POS terminal is due for maintenance or is faulty of if a merchant chooses not to accept the Stables Card. In such cases, your Stables Card may not function properly or be declined. For more information please see the Product Disclosure Statement.
** Some merchants may charge their own fees and set their own limits.
Mastercard® is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated.