Complaints Policy | Elepay
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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! 

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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:

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  • 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).

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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:

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  • 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:

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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.

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Some external helpful services include:

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  • National Relay Service – 13 36 77;

  • Translating or Interpreting Service – 13 14 50.

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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.

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

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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).

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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. 

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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.

 

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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:

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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);

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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:

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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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