Complaints Policy

We aim to give you a great experience with Wagepay, but we know there’ll be times when we don’t get it right. If something hasn’t met your expectations, we want to hear about it, and we’re committed to putting it right quickly and fairly.

This page explains how to raise a concern with us and the process we’ll follow to resolve it.

Step 1: Talk to our customer service team

Most issues can be resolved quickly by contacting our customer service team, so this is the best place to start. You can reach us by:

• Messaging us through the app or web portal
• Emailing hello@wagepay.com.au

Our customer service team is available Monday to Friday, 8:00 am to 4:00 pm (AEST), and aims to reply within one business day. Giving the team time to respond at this stage is usually the fastest way to get your concern sorted.

Step 2: Escalate to our formal complaints process

If our customer service team hasn’t been able to resolve your concern to your satisfaction, you can escalate it to our formal complaints process by emailing complaints@wagepay.com.au.

To help us investigate efficiently, please include:

• Your name and contact details
• The nature of your complaint
• Any steps you’ve already taken to resolve it
• Relevant details of previous conversations with us

We’ll acknowledge your complaint within one business day, or as soon as reasonably practicable, and we’ll ask you for any further information we need.

Your complaint will be investigated objectively and impartially, taking into account the information you’ve provided, the actions we’ve taken, and any other relevant details.

Our complaints team aims to resolve your complaint within 21 days of receiving it. Occasionally, a complaint is more complex and needs a little more time. If that’s the case, we’ll let you know.

Once our investigation is complete, you’ll receive a written response setting out the outcome.

If you’re still not satisfied

If we haven’t been able to resolve your complaint in a way you’re happy with, and it relates to privacy or how we’ve handled your personal information, you can raise it with the Privacy Commissioner at the Office of the Australian Information Commissioner (OAIC), a free and independent service.

• Phone: 1300 363 992
• Email: enquiries@oaic.gov.au
• Mail: GPO Box 5218, Sydney NSW 2001
• Website: www.oaic.gov.au

Data collection

We record complaints in our complaints register so we can investigate them properly and track how they’re resolved. As part of this, we may record and retain:

• Emails and any information you’ve supplied
• Details, outcomes, and actions related to your complaint
• Dates and times of actions and communications

If you’d like to know more about how we handle your data, please see our Privacy Policy.