Complaint

How to make a complaint

At MuliPay, we strive to provide you with the highest possible standard of service. However, we understand that sometimes things can go wrong. If this happens, we want to hear from you so we can resolve the issue as quickly and fairly as possible.

If you have a complaint or dispute with us, please share your experience by emailing us at support@mulipay.com.

 

What to include in your complaint

To help us review and resolve your complaint in the best possible way, please provide:

  • Your full name
  • The email address you use to sign in to MuliPay
  • A clear description of your issue or concern (include any relevant transaction details such as date, amount, reference number, etc.)

 

Please use the following format for the email subject line:

Subject: COMPLAINT – [Your Name] – [Brief Description of Issue]
Example: COMPLAINT – John Smith – Transaction Error

 

Response time

We strive to address your complaint immediately, if possible. If more time is needed, we will endeavour to:

  • Acknowledge your complaint within 1 business day or as soon as we can.
  • Gather and evaluate relevant information about your concern.
  • Keep you informed of the progress and outcome of your complaint or dispute.
  • Resolve your complaint within 21 days of receiving them. If we cannot resolve your complaint within this timeframe, we will inform you of the reason for the delay and provide an estimated resolution date.

 

External dispute resolution

If you are still not satisfied after speaking with us or if we do not resolve it within 30 days, you can contact the Australian Financial Complaints Authority (AFCA). AFCA is an independent dispute resolution body that deals with complaints about financial services.

  • Website: www.afca.org.au
  • Phone: 1800 931 678
  • Mail: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001

You can also contact the Australian Securities and Investment Commission (ASIC), which is the regulator of financial services in Australia. ASIC’s has a free Infoline on 1300 300 630 for obtaining information on your rights or making a complaint.