Totality Wealth Systems ("Totality") holds an Australian Financial Services License, allowing it to offer specific financial services to eligible clients. In accordance with sections 912A(1)(g) and 912A(2) of the Corporations Act 2001 (Cth), Totality has established a dispute resolution system to ensure client complaints are managed according to the relevant standards.
Complaints can be lodged via telephone, letter, or by submitting a new ticket in the Client Portal. For optimal efficiency in handling your complaint, we recommend submitting a new ticket in Totality App or Website. Below is a guide on how to do this:
Client complaints can be submitted by creating a new support ticket. Follow these steps to submit a ticket via the Totality Core App (not via Totality Edge or Apex) or Website:
You do this by logging into your account and selecting "Inquiry Ticket" > "New Ticket" and then selecting the following:
Please include a detailed description of your complaint within the ticket body. If your complaint concerns a trade, provide trade details such as order submission date and time, security description, execution date and time, execution price, and requested compensation amount with calculation. Note that all trade-related disputes must be submitted promptly, and trade cancellation requests must adhere to Totality and/or the exchange's time parameters.
Upon receiving your complaint, Totality will acknowledge and respond via the Totality App or appropriate channel.
Important, in the unlikely event you are experiencing platform issues and needs to manage open market exposure outside of local opening hours please refer to TradeEnquiries@totality.com.au.