Help@Link

Frequently Asked Questions (FAQ)

A list of Frequently Asked Questions, or FAQ, is also available to assist you in understanding the services provided by this web site. We aim to keep these explanations as simple as possible, but if your query requires more detailed information and is not found elsewhere in this Help section, please contact us.

Our Forms section may also contain the appropriate documentation for change requests.

Please scroll through this list to see if the answer to your question is found below.

 

What is the balance of my holding?

You can find out how many securities you hold by making a holding balance enquiry. For your security, you will be asked to provide your Securityholder Reference Number (SRN) or Holder Identification Number (HIN), the registered surname (or company name) and the registered postcode.

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What are Holder Identification Numbers (HINs) and Securityholder Reference Numbers (SRN's)?

Holder Identification Numbers (HINs) identify CHESS Sponsored holdings (also referred to
as Broker Sponsored holdings). Note that your Holder Identifier has 12 characters usually starting with 'X', and 11 numbers often with several '0's (i.e. 'X00012345678'). For security reasons, you MUST enter the entire number, including the letter and '0's to gain access to the Investor Service Centre.

Securityholder Reference Numbers (SRNs) identify Issuer Sponsored holdings and begin with the letter 'I' (i.e. 'I00012345678').

Your HIN or SRN appears on your original holding statement as well as subsequent statements and payment (dividend or distribution) advices. If you are unable to locate these documents, please call Link on 02 8280 7111 (Sydney) or 1300 554 474 (Melbourne) to order replacement copies (charges apply).

Important note - your SRNs and/or HINs identify you as the owner of your securities and should be stored securely.

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Am I a CHESS Sponsored Holder or an Issuer Sponsored Holder?

If you have entered a sponsoring agreement with a broker (or another CHESS sponsor) then you are a CHESS Sponsored Holder - also referred to as a Broker Sponsored Holder. If not,  then you are an Issuer Sponsored Holder.

CHESS Sponsored holdings are identified by a Holder Identification Number (HIN) while Issuer Sponsored holdings can be identified by a Securityholder Reference Number (SRN).

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My documentation has been stolen - what do I do?

If you think that one of your holding statement or payment advices has been stolen, you should notify us straight away. We will assist you with an urgent replacement of your SRN.

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Can you tell me if my Tax File Number has been recorded?

You can find out whether or not your Tax File Number (TFN) has been recorded by making an online TFN enquiry. For your security, you will be asked to provide your Securityholder Reference Number (SRN) or Holder Identification Number (HIN), the registered surname (or company name) and the registered postcode.

You can lodge your TFN online at anytime.

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How do I change my address?

How you update your address details depends on your individual circumstances.

CHESS sponsored investors must change their address details via their broker. Most individual issuer sponsored investors can change their address details online. All other issuer sponsored investors (joint holders, companies, etc.,) should complete a Change of Address Form.

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Can you tell me if I have any unpresented dividend/distribution cheques?

Please call Link on 02 8280 7111 (Sydney) or 1300 554 474 (Melbourne) to request a cancellation and reissue of your payment (charges may apply). If the original cheques were bank cheques, we will require your request in writing. Future payments (and in some cases, the outstanding payment) may be banked directly into your Australian bank, building society or credit union account. Not only is payment by direct credit much more secure, it’s faster - payments are credited to your account as cleared funds, allowing you to access them on payment date.

You may update your payment instructions on this website.

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I haven't received my dividend cheque. Can you send me a replacement cheque?

Please call Link on 02 8280 7111 (Sydney) or 1300 554 474 (Melbourne) to request a cancellation and reissue of your payment (charges may apply). If the original cheques were bank cheques, we will require your request in writing.

Future payments (and in some cases, the outstanding payment) may be banked directly into your Australian bank, building society or credit union account. Not only is payment by direct credit much more secure, it’s faster - payments are credited to your account as cleared funds, allowing you to access them on payment date.

You may update your payment instructions on this website.

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How do I sell my shares?

Issuer sponsored shareholders can use the Share Sale Centre. You need to sell your entire shareholding. Under the Anti-Money Laundering and Counter Terrorism Financing Act 2006, Link must take steps to identify investors before selling securities for them. Therefore, you may need to complete an AML/CTF Investor Identification Information Form and send it to us with your completed sale authority form and certified identity documents. For more information on terms, conditions and eligible issuers please see the related pages on this website or contact Link Market Services on Sydney (02) 8280 7111.

Link receives hundreds of calls each week from shareholders wanting to know how they can sell their shares. Ordinarily, issuer sponsored shareholders must establish a relationship with a stockbroker in order to sell their shares. However the Share Sale Centre provides issuer sponsored shareholders with a simple, reliable and affordable alternative to traditional share sale services.

If you are CHESS sponsored you will need to contact your broker. You will need your SRN or HIN to sell your shares.

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Can I transfer my shares to someone else?

Yes. However, how you transfer your securities will depend upon your individual circumstances.

If you are CHESS Sponsored, you will need to contact your sponsoring broker who will arrange the transfer on your behalf. If you are Issuer Sponsored and wish to transfer your listed securities - i.e. securities listed on the Australian Stock Exchange - to another person you will need to complete an Off-market Transfer Form (Transfer of Ownership).

If you are Issuer Sponsored and wish to transfer your unlisted securities - i.e. securities not listed on the Australia Stock Exchange - to another person you will need to:

  • complete an Off-market Transfer Form;
  • have stamp duty assessed and paid on the transfer (in the state of incorporation); and
  • lodge the stamped document with Link Market Services Limited.

You will need your SRN or HIN to sell your shares. Transfers must be validly completed and signed and must meet the issuer's conditions of transfer.

Under the Anti-Money Laundering and Counter Terrorism Financing Act 2006, some security issuers must take steps to identify new investors. If the securities you want to transfer are issued by a stapled structure, a trust or a managed fund, then the buyer may need to complete an AML/CTF Investor Identification Information Form and send it to us with your completed transfer form and certified identity documents. Please contact Link in Sydney on (02) 8280 7111 to find out whether the buyer must complete this form. Do this before submitting the transfer to Link for processing!

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How do I change my banking instructions for dividends/distribution payments?

Most individual holders can change their payment instructions online. All other holders (i.e. joint holders, companies, etc.,) should complete a Payment Instructions Form.

We will confirm your change of payment instructions in writing.

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How do I change my name?

How you change your name on your holding will depend upon your individual circumstances. If you are a CHESS sponsored investor, you must change your name via your broker. If you are an issuer sponsored investor, your can change your name by completing a Name Correction Request and Indemnity Form (Name Correction). Please note that we are unable to accept requests by facsimile, email or phone.

The completed form should be completed and signed correctly and accompanied by relevant supporting documentation. If you are signing under a power of attorney, a certified copy of the original power of attorney must be lodged with us for noting (if not already noted). Supporting documentation requirements differ, depending on the reason for the change of name;

  • Change of name by marriage - We also require a certified copy of your marriage certificate;
  • Change to maiden name - if you wish to revert to your maiden name, we require a certified copy of your marriage certificate;
  • Change of name by Deed Poll - We require a certified copy of the deed poll;
  • Change of Company Name - We require a certified copy of the Certificate of Registration of Change of Name.

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How do I amalgamate my two holdings?

If both holdings are issuer sponsored and the names, addresses and banking instructions are identical, the duplicate holdings can be amalgamated. Simply write to us quoting your SRNs and requesting that we amalgamate the holdings. Please nominate the SRN you wish to retain.

The names, addresses and banking instructions of the two holdings must be identical before we can amalgamate your holdings. You can compare and amend most of these details online. Alternatively, call Link on 02 8280 7111 (Sydney) or 1300 554 474 (Melbourne).

If you are holding employee shares, the requirements may be different - please call Link on 02 8280 7111 (Sydney) or 1300 554 474 (Melbourne).

If one or both of your holdings is CHESS sponsored, you will need to contact your broker to arrange for the amalgamation.

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How can I correct the spelling of my name on the register?

If you are a CHESS sponsored investor, please contact your broker who will make the correction.

If you are an issuer sponsored investor, in most cases this simply requires completion of a Name Correction Request and Indemnity Form (Name Correction). Where the error has occurred in our office, we will immediately make the correction without asking you for any further documentation.

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What happens if the bank rejects my direct credit?

In some cases, if the bank rejects your direct credit payment, a cheque will automatically be generated when the funds are returned to Link. It will be mailed to your current registered address shortly thereafter. You will also be asked to update your bank account details for future payments.

In other cases, you may be required to provide new direct credit details to which the rejected payment and all future payments can be credited.

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What do I do if my dividend/distribution cheque has been stolen or lost?

If your cheque has been lost or stolen, please call Link immediately on 02 8280 7111 (Sydney) or 1300 554 474 (Melbourne) to request a cancellation and reissue of your payment (charges may apply). If the original cheques were bank cheques, we will require your request in writing.

Future payments (and in some cases, the outstanding payment) may be banked directly into your Australian bank, building society or credit union account. Not only is payment by direct credit much more secure, its faster - payments are credited to your account as cleared funds, allowing you to access them on payment date.

You may update your payment instructions on this website.

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How do I change my bank account details?

Most individual investors can update their bank details online. All other investors (joint holders, companies, etc) should complete a Request for Direct Credit of Payments Form.

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Can I have dividends/distributions credited to someone else's bank account?

Some issuers allow dividends/distributions to be paid into third-party accounts - that is, accounts with names that don't match that of the register holder. In all cases, the dividends/distributions of joint holdings can be credited into the account of any one of the joint holders.

For information regarding a particular issuer's payment policies, please call Link on 02 8280 7111 (Sydney) or 1300 554 474 (Melbourne).

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In which tax year do I report my dividends?

Dividends must be declared in the same tax year in which they are paid. The Australian tax year commences 1 July each year and ends 30 June.

You will find all the payment information required to complete your annual tax return (e.g. franked amount, imputed tax credits, net payment, etc.,) on your payment advices.

If you have invested in a trust and have received distributions, your annual tax statement provides all the information required to complete your annual tax return.

If you are unable to locate your advices and/or tax statements, please call Link on 02 8280 7111 (Sydney) or 1300 554 474 (Melbourne) to order replacement copies (charges apply).

Please note that taxation will vary depending on your own personal circumstances. You should seek advice from your personal financial adviser or accountant. Tax laws may change over time and the summary above is a broad overview only. It is for information purposes only.

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What dividends have I been paid?

Your dividend history is available online and details the net amount paid to you.

For information regarding distributions please call Link on 02 8280 7111 (Sydney) or 1300 554 474 (Melbourne).

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What is required if a holder dies?

When a holder dies, their assets form part of their estate. The administration of an estate can be complex, time consuming and sometimes distressing. At Link we have created a range of services for assistance when dealing with an estate.

Our Guide to Dealing with the Security Holding of a Deceased Investor is a helpful tool for first-time administrators.

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How do I administer a deceased estate?

The administration of an estate can be complex, time consuming and sometimes distressing.

At Link we have created a range of services for assistance when dealing with an estate. Our Guide to Dealing with the Security Holding of a Deceased Investor is a helpful tool for first-time administrators.

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I recently sent in some instruction forms. How can I tell if my holding has been updated?

Information such as address details, payment instructions and annual report elections can be confirmed online by making a holding balance enquiry. For your security, you will be asked to provide your Securityholder Reference Number (SRN) or Holder Identification Number (HIN), the registered surname (or company name) and the registered postcode.

If your change request has not been affected, please call Link on 02 8280 7111 (Sydney) or 1300 554 474 (Melbourne).

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Why can I update some elements of my holdings online, but have to complete a form for others?

Link takes the security of your holdings very seriously, and can only make online updates available for specific transaction types and holdings. The availability of online updates is represented by an active link to holding details. I you are unable to link to further details, you are most likely not able to update it online.

Availability is based on several factors, including industry regulations, transaction type, shareholding value and whether the holding is in an individual, joint or company name. If the update you require is not available online, please complete and sign the relevant form and forward it to us for processing of your instruction.

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How do I get information about the company in which I invest?

For information about the company in which you invest you can;

  • Register for email updates - announcements, annual reports, newsletters, etc;
  • Visit the Australian Stock Exchange website; and
  • Visit the website of the company.

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Can minors have shareholdings?

Some issuers may specifically preclude shareholdings from registration in a minor's name.

Where not specifically precluded, minors are able to hold shares in their name, however this may present several impracticalities and legal constraints. The following problems could occur;

  • The contract to purchase the securities may not be valid.
  • Tax File Number Legislation requires that a TFN or valid exemption is quoted, or
  • resident withholding tax is deducted from any unfranked payment. Children under 16 years of age earning income from dividends are not able to claim their date of birth as an exemption. The income threshold does not apply to dividend income.
  • They may not be legally entitled to sell shares or sign any transfer out of their name.
  • They are not legally allowed to appoint a proxy or vote at meetings.
  • They may not be allowed to issue instructions regarding change of address, banking requests and dividend elections.

To overcome these difficulties securities to be held for a minor should be registered in the name of a parent or guardian, with a designation such as for identification purposes.

To transfer the shares into the name of the parent of guardian, please complete a Minor Statement and Indemnity Form and a Transfer of Ownership Form. The forms should be submitted with a certified copy of the minor's full birth certificate or documentation that appoints you as the guardian.

Please note that above is a summary only and you should seek your own independent advice if you are considering registering shareholdings in the name of a minor.

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What happens to dividends I haven't received? (Unpresented cheques and unclaimed monies procedures)

You can obtain details of unpresented cheques for your shareholding by calling Link on 02 8280 7111 (Sydney) or 1300 554 474 (Melbourne).

For recent payments, shareholders can request cancellation and reissue of payment (charges may apply). If the original cheques were bank cheques, we will require your request in writing.

Payments made more than two years ago may be advertised in the Government Gazette and if not claimed, will be forwarded to Unclaimed Moneys. To obtain details of payments forwarded to Unclaimed Moneys, please call Link on 02 8280 7111 (Sydney) or 1300 554 474 (Melbourne). We will also provide you with the appropriate Unclaimed Moneys contact number.

Future payments (and in some cases, the outstanding payment) may be banked directly into your Australian bank, building society or credit union account. Not only is payment by direct credit much more secure, it's faster - payments are credited to your account as cleared funds, allowing you to access them on payment date.

To update your payment instructions please click here.

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What do brokers do?

Brokers provide a variety of services to their clients. Primarily, they facilitate securities trading - that is, the buying and selling of shares. If you want to buy or sell shares you need to do so via a broker.

To find a broker, visit the Australian Stock Exchange website, or check the Yellow Pages under 'Stock and Share Brokers'.

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What are my shares currently worth?

To find out the value of your shares you multiply the number of securities (holding balance) by the current market price.

You can find out how many securities you hold by making a holding balance enquiry. For your security, you will be asked to provide your Securityholder Reference Number (SRN) or Holder Identification Number (HIN), the registered surname (or company name) and the registered postcode.

Current market prices are available on the Australian Stock Exchange website. For your convenience, the Link website provides historical closing prices - that is the price recorded at the end of each trading day - dating back three years.

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Where do I find information regarding tax implications?

For information regarding the tax implications of share ownership, please consult your tax adviser or accountant. Alternatively, visit the Australian Tax Office website.

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How can I obtain company annual/financial reports?

Investors can elect to receive annual and other financial reports online. For past reports, please visit the company's own website.

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I've just received an envelope in the mail marked DO NOT FORWARD, addressed to the previous occupants. What do I do with it?

Please return it to:

Link Market Services Limited

Locked Bag A14
SYDNEY SOUTH NSW 1232

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How do I put a stop trade on a holding?

CHESS Sponsored holders should contact their broker.

For Issuer Sponsored holdings, Link can only place a stop trade on a holding if specifically instructed under legal authority (eg. under court order), or if the shares have been moved to another SRN because the existing one has been lost or stolen.

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What are the terms and conditions of my employee share plan?

For information regarding the terms and conditions of your employee share plan, please contact your share plan administrator at your place of employment.

If Link administers your company's employee share plan please contact the administrator of the plan for further details on how to contact us.

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I've resigned and am in the employee share plan. What happens now?

For information regarding the terms and conditions of your employee share plan, please contact your share plan administrator at your place of employment.

If Link administers your company's employee share plan please contact the administrator of the plan for further details.

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What are the terms and conditions of the Dividend Reinvestment Plan?

Copies of the Dividend Reinvestment Plan (DRP) Rules are frequently available on the issuer's website.

Please refer to the links in our clients list on the Registers We Manage page.

Alternatively, please call Link on 02 8280 7111 (Sydney) or 1300 554 474 (Melbourne).

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Does my issuer have a Dividend Reinvestment Plan?

To find out if the company in which you invest offers a Dividend Reinvestment Plan (DRP), please call Link on 02 8280 7111 (Sydney) or 1300 554 474 (Melbourne).

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How do I put a stop trade on a holding?

CHESS Sponsored holders should contact their broker.

For Issuer Sponsored holdings, Link can only place a stop trade on a holding if specifically instructed under legal authority (eg. under court order), or if the shares have been moved to another SRN because the existing one has been lost or stolen.

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What are the terms and conditions of my employee share plan?

For information regarding the terms and conditions of your employee share plan, please contact your share plan administrator at your place of employment.

If Link administers your company's employee share plan please contact the administrator of the plan for further details. Contact details maybe found here.

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How secure is the information I provide to you? Who else can view what?

Link understands that privacy is important to you. Link is subject to the requirements of the Privacy Amendment (Private Sector) Act 2000 (Privacy Act), which governs, among other things, how private sector organisations handle personal information.

Our Privacy Policy is available for you to read in this help section.

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What is a 'certified copy'?

A certified copy is a copy of an original document that has been certified as a true and correct copy by a person who is authorised to witness a statutory declaration. Persons who are authorised to witness statutory declarations (under the Commonwealth Statutory Declarations Act 1959) include:

  • Accountant (Chartered or Certified)
  • Clerk of a Court
  • Commissioner for Affadavits
  • Commissioner for Declarations
  • Dentist
  • Justice of the Peace
  • Legal Practitioner
  • Magistrate
  • Medical Practitioners
  • Nurse
  • Pharmacists
  • Police Officer
  • Post Office Manager
  • Sheriff or Sheriff's Officer
  • Teacher
  • Veterinary Surgeon

For information on other persons who are authorised to witness a statutory declaration, please contact us.

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Who can I contact if I have a complaint about the company or trust in which I invest?

If you have a complaint regarding a company or trust in which you invest, you should direct your complaint to the Complaints Officer at that company or trust.

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Who can I contact if I have a complaint about Link Market Services Limited?

Link Market Services Limited (Link) has a disputes resolution policy and procedure.

If you have a complaint regarding Link, you may contact us by phone, email, facsimile, in writing or in person.

Our contact details are:

Phone (Sydney) 1300 554 474 or 02 8280 7111
International +61 2 8280 7111
Fax 02 9287 0303
Email  complaints@linkmarketservices.com.au

In writing:

Complaints Manager
Link Market Services Limited
Locked Bag A14
SYDNEY SOUTH NSW 1235
AUSTRALIA

On receipt of the complaint by Link:

  • An investigation will commence within 24 hours and an initial response will be provided to the complainant within five (5) business days (i.e. sent within five business days if by letter, fax or email, or contacted within five business days by telephone).
  • Where it is expected to take longer than five (5) business days (e.g. recalling documents from off-site storage), a holding response will be issued to the complainant.
  • This will inform the complainant as to why Link is not in a position to respond fully and will provide an indication of when a further response will be made.
  • It is generally expected that the complaint will either be fully responded to no later than 45 days after receipt.

Link is NOT a member of Financial Industry Complaints Service (FICS).

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Who can I contact if I have a complaint about Pacific Custodians Pty Limited?

Pacific Custodians Pty Limited (Pacific Custodians) ABN 66 009 682 866, AFS Licence No. 295142 has a disputes resolution policy and procedure, and is a member of FICS. The services offered by Pacific Custodians include trustee services to employee share schemes and share sale centre services to issuer sponsored shareholders.

If you have a complaint regarding a company or trust in which you invest, you should direct your complaint to the Complaints Officer at that company or trust.

Phone 02 8280 7002 (Sydney)
International    +61 2 8280 7002
Email complaints@linkmarketservices.com.au

In writing:

Complaints Manager  

Pacific Custodians Pty Limited
Locked Bag A14
SYDNEY SOUTH NSW 1235
AUSTRALIA
Fax 02 9287 0303

On receipt of the complaint by Pacific Custodians,

  • An investigation will commence within 24 hours and an initial response will be provided to the complainant within five (5) business days (i.e. sent within five business days if by letter, fax or email, or contacted within five business days by telephone).
  • Where it is expected to take longer than five (5) business days (e.g. recalling documents from off-site storage), a holding response will be issued to the complainant.
  • This will inform the complainant as to why Pacific Custodians is not in a position to respond fully and will provide an indication of when a further response will be made.
  • It is generally expected that the complaint will either be fully responded to no later than 45 days after receipt or referred onwards for External Disputes Resolution.
  • If Link does not satisfactorily resolve a complaint within 45 days through our Internal Dispute Resolution process, the complainant may contact the Financial Industry Complaints Service (FICS). FICS is a dispute resolution scheme registered with Australian Securities and Investment Commission (ASIC) and an independent body to Pacific Custodians.
  • Pacific Custodians is a member of FICS and as such your dealings with FICS are free of charge.
  • Please note that FICS will not deal with your complaint unless you have first tried to resolve your concerns with us.

The contact details for FICS are:

Phone  1300 780 808 (local call rate)
Fax 03 9621 2291

In writing:

Financial Industry Complaints Service  
PO Box 579
Collins Street Wharf
MELBOURNE VIC 3007		  
Email fics@fics.asn.au
Web www.fics.asn.au

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Do I need to complete an AML/CTF Investor Identification Information Form?

Under the Anti-Money Laundering and Counter Terrorism Financing Act 2006, security issuers and other market participants (such as Link, a broker or financial planner) must take steps to identify investors before providing them with one of the following designated services:

  1. A request by the buyer of securities in a stapled structure, trust or managed fund to register an Off-market Transfer Form;
  2. An application to acquire securities in a stapled structure, trust or managed fund (check the PDS document for instructions); and
  3. A request to Link Market Services Limited to sell your securities.

If you are requesting one of the above services, then you may need to complete an AML/CTF Investor Identification Information Form and sent it to us with your completed transfer form, sale authority form or application form and, certified identity documents. Please contact Link in Sydney on (02) 8280 7111 for more information. Do this before submitting the transfer, application or sale authority form to Link for processing!

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