Complaints

If something goes wrong or you are unhappy with any aspect of our products, services or staff, we want to hear about it. We will handle your complaint fairly, free of charge, and aim to resolve it as quickly as possible.

This guide explains how to lodge a complaint, what we will do, how long it should take, and what you can do if you are not satisfied with the outcome.

How to contact us

If you are already speaking to one of our team members, you can let them know at any time that you want to make a complaint.

Alternatively, you can make a complaint through any of our existing contact channels or via a dedicated email or postal address:

• Email: complaints@pay.com.au
• Phone: 1300 241 723
• Post:

Pay.com.au Limited

Attention: Legal / Complaints

Level 4, 206 High Street

Windsor VIC 3181

There is no charge for making a complaint or having it handled.

If you need help lodging a complaint (for example, because of a language barrier or disability), please let us know and we will do our best to assist you.

What happens after you complain?

• 1 We will acknowledge your complaint within one business day and give you a reference number.
• 2 We will investigate the issues you have raised, gather relevant information, and keep you informed of progress.
• 3 We will aim to resolve your complaint as quickly as possible. For most complaints, we will provide you with a written response within 30 calendar days. Some types of complaints may have shorter timeframes under the law.
• 4 Our written response will explain the outcome of your complaint, the reasons for our decision, and your options if you are not satisfied including your right to escalate to the Australian Financial Complaints Authority (AFCA).

Not satisfied with our response?

If you are not happy with the outcome of your complaint, or if we have not responded within the required timeframe, you can refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides a free, fair and independent dispute resolution service for financial complaints.

You can contact AFCA at any time to ask about your options. Lodging a complaint with AFCA is free.

Your privacy

We will handle your personal information in accordance with our Privacy Policy and the Australian Privacy Principles. The information you provide as part of a complaint will only be used for the purpose of investigating and resolving your complaint, meeting our regulatory obligations, and improving our services.

Further information

For more information about our complaints process, you can contact us using any of the methods above.