Our Commitment to You
At Paywise, we’re committed to supporting you at every stage. If something isn’t right, we welcome your feedback and will work with you to resolve your concerns quickly, fairly and transparently.
Our commitments
Easy access – simple and free ways to raise concerns
Respect – we listen and treat you with empathy
Fairness – we investigate objectively
Clarity – we provide clear explanations
Timeliness – acknowledgement within 1 business day, or as soon as possible, and resolution within required timeframes
What is a complaint?
An expression of dissatisfaction where a response or resolution is expected.
How to contact us
Phone: 1300 132 532
Email: feedback@paywise.com.au
Web: paywise.com.au/contact/
What to include
Name, Email and member number
Description of issue
Relevant dates/details
Desired outcome
Process
1. Acknowledge (within 24 hours / 1 business day)
2. Investigate
3. Keep you updated
4. Provide a written outcome
Escalation
If you are not satisfied with our response, you can request further review or you can contact:
Australian Financial Complaints Authority (AFCA): www.afca.org.au
Phone: 1800 931 678
Email: info@afca.org.au
Post: GPO Box 3 Melbourne VIC 3001