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  • BROKER

    1300 90 80 68

  • DEALER

    1300 90 69 75

  • CUSTOMER

    1300 38 38 10

BROKER

1300 90 80 68

DEALER

1300 90 69 75

CUSTOMER

1300 38 38 10

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Complaints

Complaints

If an Autopay customer (Customer/borrower/mutual client) isn’t satisfied with our attempt to resolve any issues they may have, they can lodge a formal complaint with us. We have an internal dispute resolution team who are standing by to help our customers.

How can a customer raise a complaint?

Contact us at:

Email complaints@autopay.com.au

Customer support line 1300 38 38 10

Fax 02 8415 7112

What happens next?

Once a formal complaint with us is lodged we will acknowledge the complaint within 1 day. We will then work with the customer to try to resolve the complaint within the next 7 calendar days. To help us resolve the complaint as quickly as possible we only ask that the customer provides as much information as possible.

If the matter is more complex and further investigation is required, we will aim to resolve the complaint within 21 calendar days.

Our customers are our priority and we take their concerns very seriously. If they make a complaint, we’ll keep them informed from start to finish and we’ll provide updates regarding the progress of the matter. Our goal is to reach a resolution that the customer is happy with.

What if the customer is not happy with the outcome?

If the customer is not satisfied with our proposed resolution, or it takes longer than the maximum timeframes stated above, they can lodge a dispute with the Australian Financial Complaints Authority (AFCA). The AFCA provides all consumers with a fair, free and independent dispute resolution for financial complaints.

If the matter is more complex and further investigation is required, we will aim to resolve the complaint within 21 calendar days.

Contact AFCA at:

Email info@afca.org.au

Phone 1300 931 678

Post Australian Financial Complaints Authority Limited, GPO Box 3 Melbourne VIC 3001

Referral of complaints

If a customer approaches you and wishes to make a complaint, they can contact our office directly with the above details. Alternatively, we invite brokers and dealers to refer complaints to our office using the below contact details:

Broker support line 1300 90 80 68

Dealer support line 1300 90 69 75

Email complaints@autopay.com.au

From there we will proceed with our dispute resolution steps as stated prior.

If you are unsure if a customer needs to be referred to us, please get in touch and our support team will be more than happy to assist.

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Copyright | MoneyMe Financial Group Pty Ltd l ABN 40 163 691 236 | Australian Credit Licence Number 442218

We plant thousands of native trees to help offset carbon emissions on behalf of our customers

Through our partnership with Greenfleet, a leading Australian not-for-profit organisation, we plant legally protected native forests, conserving biodiversity and restoring habitat for wildlife. These trees offset the carbon emissions produced from the first 1000 kms driven in every car purchased through Autopay.


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