Complaints Policy.

Complaints

Your feed back is important to us in maintaining and improving services provided to you. We acknowledge that sometimes we do not meet your expectations or that we have got it wrong. In situations like this, we are ready to listen and act swiftly to resolve your issue or complaint.

At Paywise, we are committed to:

  • Acting fairly, reasonably, consistently and ethically.
  • Resolving issues or complaints internally within reasonable timeframes.
  • Providing an external dispute resolution avenue should we not satisfactorily resolve a matter or take to long to respond.

Paywise will:

  • Send you confirmation that we have received your complaint.
  • Provide you a summary of your complaint to ensure that we have understood your complaint.
  • Provide you with an indication of how long it will take to resolve your complaint.
  • Keep you informed of the progress of your complaint.
  • Maintain and keep records of your complaint.
  • Provide a response to you within 5 days or sooner if we have resolved the complaint.
  • We will update you on any reasons for a delay in response.

You may wish to seek a remedy via external dispute resolution and we will provide the contact details for the Financial Ombudsman Service.

Lodging a complaint

How Details
Telephone 1300 132 532 (Monday to Friday between 8:30 am to 5:00pm)
Fax 1300 737 285
In writing The Complaints Officer
Paywise Pty Ltd
Po Box 5639
Perth WA 6831
Email feedback@paywise.com.au
Website www.paywise.com.au

If you are not satisfied with our final response, you may lodge a complaint:

– with the Financial Ombudsman Services Australia if lodged before 1 November 2018:

How Details
Online www.fos.org.au
Email info@fos.org.au
Phone 1800 367 287 (free call)
Mail Financial Ombudsman Service
GPO Box 3
Melbourne Vic 3001

Рwith the Australian Financial Complains Authority if lodged on or after 1 November 2018:

How Details
Online www.afca.org.au
Email info@afca.org.au
Phone 1800 931 678 (free call)*
Mail Australian Financial Complains Authority
GPO Box 3
Melbourne Vic 3001

 

*Time limits may apply to complain to FOS or AFCA and so you should act promptly or otherwise consult the FOS and AFCA websites to find out if or when the limit relevant to your circumstances expires.

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