If you have a complaint about the Pay Advance product, please contact us using the below information. Our Internal Dispute team works from 9am to 5pm AEST.
Once we receive your email, we'll send an initial response within 24 business hours. If you have a general enquiry, please first email us at support@beforepay.com.au.
How to contact Beforepay for complaints:
Email: complaints@beforepay.com.au
We value feedback and complaints as they assist us in improving our products, services, and overall customer service.
Beforepay is committed to being responsive to the needs and concerns of its existing and potential customers and resolving your complaints as quickly as possible. This policy provides guidance on how Beforepay responds to and resolves complaints. We are committed to consistency, fairness, and impartiality in handling complaints.
When investigating your complaint, we rely on information you provide and information we hold about your account. We may need to contact you for clarification or additional information.
To help investigate your complaint efficiently, please provide:
We may request documentation for identity verification, including:
We may record and retain:
Complaints are monitored to identify trends and necessary remedial actions. Your personal information will be handled in accordance with our Privacy Policy.
If you believe we have breached privacy laws or wish to correct information held, contact us using the provided details.
Beforepay aims to resolve complaints at first contact when possible. If not possible, the following process applies:
Acknowledgement
We will acknowledge your complaint within one (1) business day or as soon as reasonably practicable.
Initial Review
An initial review of your complaint will be conducted. We may seek clarification or additional documentation. You will receive feedback and an initial response within 10 business days of acknowledgement.
Investigation
Your complaint will be investigated objectively and impartially, considering provided information, our actions, and other relevant information.
Response
After investigation, you will receive a written response detailing the outcome.
Action
Where necessary, we will amend our business practices or policies.
Resolution timeframes are as follows:
If further information is required, we will request it within 21 calendar days. If no response is received from you after an additional 21 calendar days, we will respond within 7 calendar days.
Agreements on hardship or enforcement postponement will be confirmed in writing within 30 calendar days.
If delays are anticipated, you will be notified before the expiry of the maximum timeframe.
If we resolve a complaint within 5 business days of receipt, we will not provide you with a written response, provided we have resolved your complaint to your satisfaction, or given you an explanation as to why we cannot take further action to reasonably address the complaint. However, we will provide a written response if requested or if the complaint concerns hardship.
You can enquire about your complaint’s status at any time. If you do not respond to our outcome within 10 business days, your complaint will be considered resolved and closed.
Complaints about staff are handled confidentially, impartially, and equally. Staff members are:
Beforepay may outsource some of its services to third party providers. While Beforepay is committed to engaging third party providers with sound customer service practices, if you are dissatisfied with the service you receive you are welcome to lodge a complaint with us by following the steps set out in this policy or directly with the third party.
If a complaint is being simultaneously investigated by regulators or law enforcement, we may pause our investigation until theirs is complete. We will assist authorities as required.
If you have not yet contacted our support team with your complaint, please email complaints@beforepay.com.au.
Our team will send an initial response within 24 business hours and will work with you on a resolution. If you are not satisfied with the outcome or resolution of your complaint by Beforepay, you can contact AFCA using the details set out below.
Australian Financial Complaints Authority
Email: info@afca.org.au
Website: www.afca.org.au
Phone: 1800 931 678
Address: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001
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