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Complaints Policy

We are dedicated to handling your complaints in a fair, transparent and prompt manner. If you have any complaints, queries or feedback regarding our service, products, your experience or otherwise, we would love to hear from you! 

 

When to contact us

 

We are committed to receiving and monitoring ongoing customer feedback to ensure you are receiving the best possible customer experience and to allow us to improve our products and services.

 

When can you contact us – at any time! We would love to hear from you, whether it is a:

  • complaint – a problem, concern or dissatisfaction that requires our response and attention; 

  • feedback – if you have any ideas or suggestions on how we can improve as a business (but require no response or resolution).

Our Commitment

 

We take customer complaints and dispute resolution seriously and we are devoted to:  

 

  • providing you with a streamline, efficient, fair and transparent process when it comes to resolving your complaint;

  • providing you with internal and external dispute resolution processes in accordance with the law;

  • identifying and providing special consideration to any customers with vulnerabilities or weaknesses;

  • assess your complaints in an equitable and objective manner.

 

As a consumer, you have certain rights and protections regarding the resolution of your complaint and how we handle disputes from you. Please refer to the following resources for further information:

  • Australian Securities & Investments Commission – Regulatory Guide 271 (Internal Dispute Resolution); and

  • Australian Financial Complaints Authority (https://www.afca.org.au/).

 

 

How to make a complaint  

 

If you would like to submit a complaint, feedback or query, please contact us via the following:

 

To assist us better investigate your complaint, please provide details of the following:

 

  • the nature of the complaint or feedback;

  • any communications or details of any staff relating to your complaint;

  • any desired outcome or resolution you expect from the resolution process;   

  • whether your complaint or query is urgent and requires immediate attention; and

  • whether assistance is required by our staff or a third party – including, interpreting or transaction services, whether you have any disability or impairment or any other medical conditions.

 

All information provided by you will be kept confidential and all complaints assessed on a case-by-case basis.

 

You may nominate a third party to represent you in your discussions with Elepay (including your financial counsellor, appointed attorney, friend or family member).  We may request further information or written confirmation of any authority a third party may have in representing you.

Some external helpful services include:

  • National Relay Service – 13 36 77;

  • Translating or Interpreting Service – 13 14 50.

Process and Timeframes

 

Once you make a complaint or query (Complaint), we will provide confirmation of receipt of the Complaint within one (1) business day.

If the matter is urgent, we will endeavour to respond to you as soon as possible.

For general complaints, we will endeavour to resolve your Complaint within five (5) business days.

If the Complaint requires further investigation, we will refer the matter to the relevant team specialist or department and they will:

 

  • get in touch and request any more information they may need;

  • investigate your complaint (they may need time to gather details from other departments);

  • provide you with updates along the way and answer any query you may have;

  • endeavour to resolve the Complaint and let you know of the outcome within twenty-one (21) business days or let you know if further time is required (and the reason for the additional time).

If you are happy with the resolution and outcome, we may ask you to:

  • confirm your acceptance in writing (or verbally via telephone);

  • sign any required document to formalise the outcome. 

If we receive a complaint or query outside of business hours, we will endeavour to provide you with a preliminary response within the next business day.

 

What are your options?  

 

If you are dissatisfied with the way we handle your Complaint or the outcome of your Complaint, you have the option to:

Internal Dispute Resolution (IDR) – notify us (in writing or verbally) advising how we can better manage your complaint (for example, quicker response time, different communication method, complaint to be escalated or if you want another personnel handling your response);

External Dispute Resolution – if you are completely dissatisfied with the outcome, you may make an enquiry or lodge a formal complaint with Australian Financial Complaints Authority (AFCA) at any time, details seen below:

Website - https://www.afca.org.au/

Contact – 1300 56 55 62 (free call)

Email – info@afca.org.au

Post – GPO Box 3 Melbourne, VIC 3001

Elepay AFCA member number - 96789

 

AFCA provides free and independent third-party dispute resolution processes for complaints about financial products and services. They have the authority to make binding decisions and they abide by a set of principles that is fair to all parties.  

 

Other Committees – alternatively, if you want further advice or support, you may contact the Australian Finance Industry Association (BNPL Code Compliance Committee, details seen below:

 

Website - https://afia.asn.au/BNPL-CCC-Role-Members

Contact – (02) 9231 5877

Email – info@afia.asn.au

Post – Level 11, 130 Pitt Street, Sydney NSW 2000

 

If you are experiencing financial difficulty, please refer to our Financial Hardship Policy for further details on your options and how we can support you.

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© 2019-2025, Elevare Pay Easy Pty Ltd A.C.N. 634 728 591 trading as Elepay. All rights reserved. Australian Credit Licence No. 552946 and proud member of the Australian Financial Complaints Authority, Member No. 96789.

IMPORTANT INFORMATION

¹Fixed Plan Fee ranges from 3.90% to 10.95% of the loan amount (for single payment option) and 3.90% to 7.03% of the loan amount (for multi payment option). The Plan Fee applied depends on the payment option and the date the loan is repaid in full. Other fees and costs including default fee, late fee, missed payment fee, processing fee and security registration costs may apply. See Terms and Conditions for more information.


²Choose between a single payment at the end of the term (single payment option) or a total of 6 equal payments during the term (each payment due every 30 days) (multi payment option), different rates apply. You may make full (or additional) early payment without any exit (or early payment) fee (redraw not available). 


³Actual disbursement timing is subject to formal approval and completion of all verification processes, business days and processing times. 


⁴You may be eligible for same day approval if we accept your contract and all verification and assessment are completed by 4pm Monday to Friday (AEST).


⁵Eligibility is subject to Elepay’s lending, credit and suitability assessment, loan eligibility and lending limits. Terms and conditions apply and are available upon submission of your application or upon request. Fees and charges apply and will vary depending on loan terms. Approval timing is subject to completion of full verification and assessment and processing times*  


*Any information on this page is for marketing and general purposes only and does not take into account your objectives, financial situation or needs, nor constitute an offer, contract or pre- approval for credit. Before applying, you should consider whether this product is appropriate for you by seeking independent legal and financial advice and reviewing our Target Market Determination (TMD). Full terms and conditions will be included in our loan offer. Information correct as of 5 November 2024 and we reserve the right to close or vary this loan product at any time.


⌃By submitting this enquiry, you acknowledge that you have read Elepay’s Privacy Policy and understand that Elepay will use your personal information to contact you in relation to this enquiry and for other general marketing purposes. You can change your marketing preferences by contacting our support team on 1300 019 417 (or support@elepay.com.au) by clicking the unsubscribe button on our marketing communications.


⌃Our online calculator should be used as an indication only and does not indicate approval for the loan or that the product is suitable for you. The calculator should be used as a general guide (not financial product advice) to estimate the required loan repayments based on the loan amount and number of repayments selected. The calculator does not take into account actual payment date and other applicable fees (including default fee, late fee, missed payment fee, processing fee and security registration costs). The actual repayment amounts will be provided during the loan application process and will be subject to our full Terms and Conditions.


⌃All information including rates are subject to change.

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