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 [email protected] 
Writing Australia 
Complaints Officer 
Client Services and Global Support Team 
Change Financial Payments Services Pty Ltd 
Level 11, 82 Eagle 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: 

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

Following receipt of your complaint, we will acknowledge your complaint within three (3) business days. 

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  

Our response will include: 

  • a summary of the complaint 
  • the final results of the investigation 
  • explanation of the final decision 

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

Australia 

Australian Financial Complaints Authority (AFCA) 

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

You can contact AFCA using the following details:  

  • Email: [email protected]  
  • 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)  

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

You can contact FDRS using the following details: