PressPay values customer feedback and complaints in maintaining and improving our product, services, and customer experience. We strive to provide the best possible customer experience and to be responsive and proactive towards existing and potential customers’ feedback and complaints. This policy is designed to provide guidance and understanding in the manner in which PressPay responds to and resolves complaints.
If you are unsatisfied with the product and or service PressPay has provided. We invite you to lodge a complaint by emailing us at email@example.com. Our customer service team will endeavour to resolve any issues promptly.
All feedback and complaints undergo an in-depth investigation based on the information provided under your application, account, and subsequent details as outlined below. To assist in resolving this complaint as quickly as possible, we do require the following.
Including but not limited to:
If you require assistance or clarification when lodging your complaint, please contact our customer support team at firstname.lastname@example.org and they will be happy to assist you.
When investigating and resolving complaints provided, we may record and retain the following information.
As PressPay continues to improve and evolve our products and services. All complaints and feedback will be monitored to identify any trends. We will use this information to rectify and action where necessary to mitigate any ongoing, known or potential issues.
If you feel as if we have breached any associated privacy laws, or you wish to make a complaint in regard to PressPay’s handling of your personal information. Please contact our customer support team at email@example.com
PressPay aims to resolve all complaints at the first point of contact, however, there may be circumstances where this is not possible. In such a case, a more formal complaints procedure will be followed as outlined below:
PressPay aims to resolve any complaints within 21 business days. However, circumstances, where this is not possible, may be due to situations where PressPay has sought further information, documentation, or clarification to assist in resolving your complaint. In the situation where we have been unable to resolve your complaint within the timeframe outlined above. You will receive written communication of the reasons behind the delay and an indication of the expected timeline to resolve the issue.
Should you wish to receive an update on the status of your complaint, then please contact firstname.lastname@example.org or simply respond to the existing communication thread.
PressPay aims to provide exceptional customer service and experiences. However, should a situation arise where you wish to lodge a formal complaint in reference to an employee. Your complaint will then undergo an objective, equal, and impartial investigation based on the information provided as outlined below.
We will also treat our employees objectively by:
PressPay outsources some of its services to third-party providers. Although PressPay aims to engage third-party providers with sound customer service practices. If you are unhappy with the service provided, you are welcome to lodge a complaint either with PressPay following the steps outlined in this document or directly with the third-party provider.
If your complaint is currently under investigation by PressPay and simultaneously by a relevant federal state, territory regulator, or law enforcement. We may cease to continue further investigation and action pending the outcome or finalisation of the third-party investigation. We will assist any third-party organisation or law enforcement with their investigation, where appropriate.
If you are unhappy with the progress or outcome of the complaint under investigation by PressPay, you can contact AFCA using their primary contact details below.
Australian Financial Complaints Authority
|Phone:||1800 931 678|
|Address:||Australian Financial Complaints Association GPO Box 3, Melbourne VIC|