Feedback & Complaints

We welcome your feedback and complaints as an opportunity to improve our service.

If you have feedback or a complaint, you can let us know in any of the following ways: 

Phone+61 3 9661 8208 
Email complaintsofficer@changefinancial.com 
Writing Australia 
Complaints Officer 
Client Services and Global Support Team 
Change Financial Payments Services Pty Ltd 
Suite 3E, Level 3, 340 Adelaide Street 
Brisbane QLD 4000 

New Zealand 
Complaints Officer 
Client Services and Global Support Team 
Change Labs New Zealand Pty Ltd 
Level 15, 1 Albert Street 
Auckland 1010 

When making a complaint please provide the following information: 

  • name and contact details of the complainant
  • if you are contacting us on a complainant’s behalf, your role or authority to act on their behalf
  • how you wish us to contact you (for example, by phone, email)  
  • what your complaint is about  
  • copies of any documentation supporting the complaint; and 
  • what you are seeking to resolve your complaint.

Following receipt of your complaint, we will acknowledge your complaint within three (3) business days or as soon as practicable thereafter. 

We will provide you with written reasons for the outcome of your complaint (“IDR Response”) within the following time frames:   

Standard complaintsNo later than 15 business days after receiving your complaint 
Complex complaintsNo later than 30 business days after receiving your complaint  

If we reject your complaint (either in whole or in part), our IDR Response will:

  • identify and address the issues you raised in your complaint;
  • set out our findings on teh material questions of fact raised in your complaint, making reference to the relevant supporting information; and
  • provide adequate detail in order for you to understand the reasons for our decision so that you can decide whether to escalate the complaint to external dispute resolution.

If you are not satisfied with our response or handling of your complaint, you may wish to contact: 

Australia 

Australian Financial Complaints Authority (AFCA) 

Change Financial Payment Services Pty Ltd is a member of the AFCA. AFCA is an external dispute resolution scheme which provides free and independent service. Our membership number is 93185.  

You can contact AFCA using the following details:  

  • Email: info@afca.org.au  
  • Phone: 1800 931 678 (or +61 1800 931 678 if calling from overseas)  
  • Online: www.afca.org.au  
  • Mail: GPO Box 3, Melbourne, VIC, 3001. 

New Zealand 

Financial Dispute Resolution Service (FDRS)  

Change Labs NZ Pty Ltd is a member of the FDRS. FDRS is an external dispute resolution scheme which provides free and independent service. Our membership number is FM6360. 

You can contact FDRS using the following details:  

For more information, view our full Complaints Handling Policy here