Feedback & Complaints

At Change Financial, we are committed to handling complaints fairly, efficiently and promptly.

If you are dissatisfied with our products, services, staff or complaint handling process, you can contact us using the details below.

How to Make a Complaint
Emailcomplaintsofficer@changefinancial.com 
Phone+61 3 9661 8208 
Writing Australia 
Complaints Officer 
Client Operations Team
Change Financial Payments Services Pty Ltd 
Suite 3E, Level 3, 340 Adelaide Street 
Brisbane QLD 4000 

New Zealand 
Complaints Officer 
Client Operations Team 
Change Labs NZ Pty Ltd 
Level 2, 22 Fanshawe Street 
Auckland 1010 

When making a complaint, please provide your name and contact details, how you would like us to contact you, details of your complaint, any supporting documentation, and what outcome you are seeking.

We will take reasonable steps to support complainants who may require additional assistance, including vulnerable customers.

Our Complaints Process

We will acknowledge receipt of your complaint within three (3) business days and aim to resolve complaints promptly and fairly.

Standard complaintsNo later than 15 business days
Complex complaintsNo later than 30 calendar days

If we are unable to meet these timeframes, we will contact you to explain the delay.

External Dispute Resolution

If you are not satisfied with our response, you may escalate your complaint to the relevant external dispute resolution scheme. These schemes provide a free and independent service.

Australia – Australian Financial Complaints Authority (AFCA) 

Change Financial Payment Services Pty Ltd is a member of the AFCA. (Membership No. 93185).  

New Zealand – Financial Dispute Resolution Service (FDRS)  

Change Labs NZ Pty Ltd is a member of FDRS (Membership No. FM6360). 

For more information, view our full Complaints Handling Policy here