Complaints

Tell us in writing. The contact form reaches us, and so does the address in our privacy policy. You do not need to use a particular form of words or know which part of our business is involved.

It helps if you can tell us:

• What happened, and roughly when.
• Who you were dealing with, if you know. That may be Surepayd, or it may be a business that uses Surepayd.
• Any reference number, account number or invoice number you have.
• What you would like us to do about it.

If you need help putting a complaint together, or would rather talk than write, say so and we will call you.

A person reads it. Complaints are not routed to a queue that answers itself.

We will acknowledge your complaint within two business days.

We aim to resolve it within 30 days. If it is going to take longer, we will tell you before those 30 days are up, explain why, and give you a revised date rather than leaving you to chase it.

We will tell you the outcome and the reasons for it. If we got something wrong we will say so and tell you what we are doing about it.

Ask for it to be escalated. It will be reviewed by someone who was not involved in the original decision.

If you are still not satisfied, you can take it further without our agreement. A privacy complaint can go to the Office of the Australian Information Commissioner, or in New Zealand to the Office of the Privacy Commissioner.

Surepayd is not a member of an external dispute resolution scheme. For a privacy matter the regulators named above can be approached directly, without going through us first. For anything else, nothing in this process limits the legal rights you already have.

If Surepayd has contacted you about money owed, we were acting for the business you owe it to. That matters for where your complaint should go.

About the debt itself

Whether you owe it, how much, what it was for, or an arrangement to pay. That is between you and the business that invoiced you, because they hold the facts and the authority to vary it. We can tell you who they are and how to reach them.

About how you were contacted

How often, at what hours, by which channel, or how you were spoken to. That is ours, even where the contact was automated. Tell us and we will deal with it.

You can ask us to stop contacting you by a particular channel, and we will. We will tell the business you owe, because it affects how they reach you, but you do not need to negotiate that with them first.

Raising a complaint does not stop the debt existing, and it does not stop you being able to dispute it.