September 2026
At PressPay, we value your feedback and take complaints seriously. Your feedback helps us improve our products, services, and overall customer experience.
If something hasn’t gone right, we’re here to help and will work with you to resolve the issue as quickly and fairly as possible.
How to Make a Complaint
If you’re unhappy with a product or service we’ve provided, you can contact us at: complaints@presspay.com.au
Our team will review your complaint and aim to resolve it promptly.
What to Include
To help us investigate your complaint as quickly as possible, please include:
This may include identification or documents such as proof of account ownership or evidence of financial hardship, where applicable.
Need Help Lodging a Complaint?
If you need assistance or have questions about the process, please contact us at complaints@presspay.com.au. Our team is here to help.
How We Handle Complaints
We take all complaints seriously and follow a structured process to ensure they are handled fairly and efficiently.
Acknowledgement
We aim to acknowledge receipt of your complaint within 1 business day or as soon as reasonably practicable.
Initial Review
We will conduct an initial review of your complaint. If we need more information or documentation, we’ll contact you.
We aim to provide an initial response within 10 business days of receiving your complaint.
Investigation
Your complaint will be assessed thoroughly, fairly, and impartially, taking into account all relevant information and previous interactions.
Outcome
Once our investigation is complete, we will provide you with a written outcome, including the reasons for our decision and any actions taken.
Timeframes
PressPay aims to resolve complaints within 21 business days.
If we are unable to resolve your complaint within this timeframe, we will:
Complaints relating to financial hardship will be prioritised and handled in accordance with applicable obligations.
Requesting an Update
You can request an update at any time by emailing complaints@presspay.com.au or replying to our previous correspondence.
If You’re Not Satisfied
If you are not satisfied with the outcome of your complaint, you may request an internal review.
Your complaint will be reassessed by a senior team member who was not involved in the original decision. We will conduct a fresh and impartial review and provide you with a final response within 10 business days.
Complaint Closure
If we do not receive a response from you within 10 business days after providing our final response, your complaint may be considered resolved and closed.
Privacy
Any personal information you provide will only be used to manage and resolve your complaint and will be handled in accordance with our Privacy Policy.
If you have concerns about how your personal information has been handled, please contact us at complaints@presspay.com.au.
Other Complaints
Complaints About Our Team
If your complaint relates to a PressPay employee, it will be handled fairly and impartially. The employee will be given an opportunity to respond, and appropriate action will be taken.
Complaints About Third-Party Providers
PressPay works with third-party providers to deliver some services. If you are dissatisfied with a third-party provider, you may:
Complaints Under External Investigation
If your complaint is being investigated by a regulator or law enforcement agency, we may pause our investigation until that process is complete. We will cooperate with relevant authorities where appropriate.
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