Payright’s complaints handling policy and procedure
Payright is committed to ensuring customers can access prompt, efficient and courteous complaints management that provides accountability and transparency while addressing complaints and concerns in a fair and transparent manner.
Your feedback about our organisation, its products, services, staff and handling of complaints is important to us and we encourage you to get in touch.
Payright will respond to complaints and feedback in-line with this policy and considers regulatory guides and Australian and New Zealand Standards when handling complaints and feedback.
If you contact Payright with feedback or a complaint, we will:
- treat you with respect;
- tell you what to expect while your complaint is being assessed;
- carry out the complaint management process in a fair and open way; and
- provide you with reasons for decisions that are made.
We will always treat you with respect and courtesy and ask that you treat us the same.
What you can complain to us about
You can make a complaint about your credit contract with Payright, or your interactions and experience with us.
It is not the purpose of this policy to address any issues or grievances that you may have with the Merchant. If you have a dispute with the Merchant, Payright encourages you to contact the Merchant directly. Should you be unable to resolve your complaint with the Merchant, please contact us again and we will see if we can help you further.
Making a complaint
If you have a complaint or would like clarification from us, please:
Call us on: 1300 338 496
Email us at: firstname.lastname@example.org
Or write to us at:
Level 2, 789 Toorak Road
Hawthorn East VIC Australia 3123
Most complaints can be resolved quickly and we encourage you to contact us.
Management of complaints
Payright will acknowledge receipt of your complaint, if in writing, within three business days of receiving your complaint.
As you will understand, all complaints require proper investigation and we want to ensure that our response to you addresses the issues raised in your complaint.
It is our aim to respond to you within seven business days of notifying you of receiving your complaint.
However, where further information is required from you or outside sources, Payright aims to resolve complaints within 21 business days of notifying you of receiving your complaint.
Where it is not reasonably possible to resolve your complaint within this timeframe, Payright will advise you of the reason and provide you with an indication of the alternative resolution timeframe.
Payright aims to provide you with a single point of contact. If you are not comfortable approaching this person, or it is not appropriate to do so, your complaint will be referred to another member of Payright’s staff. You may also request that your complaint be escalated and dealt with by that person’s manager.
Options for resolution include, but are not limited to:
- explaining the process that led to the complaint;
- educating staff;
- educating the complainant;
- the offer of an apology;
- ongoing monitoring.
If you are not happy with the resolution
If you are not happy with the resolution of your complaint, you may request that your complaint be escalated for review. Escalated complaints are usually handled by a senior manager.
External Dispute Resolution
Payright is a member of the Australian Financial Complaints Authority (AFCA). If you remain unhappy with the outcome of your complaint, following Payright’s internal processes and procedures, you may take your complaint to AFCA. AFCA’s contact details are:
Ph: 1800 931 678
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Payright will review its feedback policy and procedures every 24 months or as otherwise appropriate.