What if you have a complaint?
Handypay recognises, promotes, and protects our customers’ right to comment, compliment and complain. If you have a complaint, get in touch with us and we will work with you to resolve it.
Step 1 – Contact us
We want to resolve your complaint as quickly as possible and so the best place to start is to contact us on 1300 990 115 (toll free) or by email email@example.com
Step 2 – Internal complaint resolution
Once we’ve received your complaint, we will acknowledge that we’ve received it.
If the customer consultant is unable to resolve your complaint, or you’re not satisfied with the outcome, your complaint will be escalated. We will take reasonable steps to investigate your complaint, including an assessment of the circumstances, and obtaining additional information if it is required.
Depending on the circumstances of your complaint, you will be provided with an outcome either verbally or in writing. We will provide you with a written outcome if:
- your complaint takes longer than 5 business days to resolve.
- you request a written response.
- your complaint is about financial hardship.
- your complaint is not resolved to your satisfaction.
Where a written outcome is required, it will be provided within the following timeframes:
- Complaints involving default notices – no later than twenty-one (21) calendar days after receiving the complaint.
- Complaints involving hardship notices or a request for postponement of enforcement proceedings – no later than twenty-one (21) calendar days after receiving the complaint.
- All other complaints – no later than thirty (30) calendar days after receiving the complaint.
If we need more time to investigate and resolve your complaint, we will write to you to explain why, provide the expected revised timeframe, and provide you with contact details for the Australian Financial Complaints Authority (AFCA).
Step 3 – Independent review
If you’re not satisfied with the outcome of your complaint, or we can’t resolve your complaint within the required timeframes, you may contact the Australian Financial Complaints Authority (AFCA) which is an external and independent dispute service available to you at no cost. Some time limits apply to AFCA complaints so do check the AFCA website to see if time limits apply to your complaint:
Handypay is committed to delivering exceptional customer experience. With this in mind, we understand that you may feel you need support to be able to communicate effectively with us. Should you require assistance with lodging a complaint, or throughout the course of your complaint, please consider the following services:
Teletypewriter (TTY) – speak and read
Dial 133 667 and ask the relay officer to call 1300 990 115.
Teletypewriter (TTY) – type and read
Dial 133 667 and type 1300 990 115.
For help in other languages, interpreting support is provided by the Translating and Interpreting Service (TIS National) by calling 131 450 (within Australia), 24 hours a day, 7 days a week.