COMPLAINTS RESOLUTION PROCESS
How to make a complaint?
Your feedback is important to us. If you would like to share any concerns or raise a complaint, you can contact us by:
Email: compliance@damisa.xyz
Online: using our online feedback form [LINKS TO ONLINE FEEDBACK FORM (see below)]
Please tell us:
your name
how you wish us to contact you (for example, by phone, email)
what your complaint is about and what went wrong, and
what you would like us to do.
How we will handle your complaint?
We will always aim to resolve your complaint as quickly as possible. Generally:
We’ll acknowledge your complaint
We’ll aim to acknowledge your complaint within one business day.
We’ll assess and investigate
We’ll assess the information you give us and investigate the issue. If we need more information, we’ll contact you.
We’ll work with you to find a fair outcome
We aim to resolve most issues within 5 business days. Where this is not possible, we’ll respond to you in writing within 30 days from when you made the complaint.
If the issue is complex and we still haven’t resolved it, we’ll let you know the reason for the delay and when we expect to provide you with our final response. At this time, we’ll also share details of the external dispute resolution body that you may reach out to.
If you need help to make a complaint
You can appoint someone to handle your complaint on your behalf (such as a relative or friend 18 years or older, or a legal representative). We’ll need your authority to speak to any representative that you appoint.
If you’re still not happy
If you’re not satisfied with our response to your complaint, you can contact:
If you are in Australia:
the Australian Financial Complaints Authority (AFCA)
Email: info@afca.org.au
Phone: 1800 931 678 (free call) (or +61 1800 931 678 if calling from overseas)
Online: www.afca.org.au
Mail: GPO Box 3, Melbourne, VIC, 3001.
the Office of the Australian Information Commissioner (OAIC), if your complaint relates to how we handle your personal information
Email: enquiries@oaic.gov.au
Phone: 1300 363 992
Online: www.oaic.gov.au
Mail: GPO Box 5288, Sydney NSW 2001
If you are in the EU:
Polish Financial Ombudsman
Email: biuro@rf.gov.pl
Online: rf.gov.pl/dla-klientow/postepowania-interwencyjne/
Mail: Biuro Rzecznika Finansowego, ul. Nowogrodzka 47a, 00-695 Warszawa
The authorities responsible for handling complaints about crypto service providers in your country , list is available online https://www.esma.europa.eu
We value your feedback
Thank you for giving us the opportunity to make things right.
