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 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 complaints | No later than 15 business days after receiving your complaint |
Complex complaints | No 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:
- Email: [email protected]
- Phone: 0508 337 337
- Online: www.fdrs.org.nz
- Mail: Freepost 231075, PO BOX 2272, Wellington