Here at Payday Online, we work hard to make sure our service is top knotch so that you never need to complain – but we're not perfect. Sometimes we make mistakes. If you do have a complaint, please let us know. We want to...
- Make it simple for you to tell us what your complaint is
- Give your complaint our wholehearted attention
- Resolve your complaint as quickly as possible
- Ensure you're satisfied with your complaint resolution
If we can't resolve your complaint to a level you are satisfied with, Payday Online has voluntarily joined the Credit Ombudsman Service Limited. The Credit Ombudsman is available to make impartial and binding decisions in these circumstances.
Please note - if you contact COSL prior to Payday Online providing you with a final response as detailed below, COSL will refer you back toPayday Online.
How and where to complain
If you are unhappy with any part of our service, you can tell us about it in any of these ways:
- Phone us - 1300 327 828
- Write to us- The Complaints Contact Person, Payday Online, PO Box 3592, Australia Fair, Queensland 4215
- Email us - email@example.com
- Fax us – (07) 5591 7616
Please note that additional personal information should not be included in email messages for security reasons. We will respond to you in writing.
When will I hear back from Payday Online?
We will acknowledge receipt of your complaint immediately and our initial assessment will be complete within three business days. Payday Online has up to 45 days to respond to your complaint under the Internal Dispute Resolution Policy, however we will aim to provide our final response within five business days. Payday Online will maintain regular contact with you by phone and or email so that you know:
- Who is handling your complaint
- When we will next contact you
- The status of your complaint and how it is progressing
- Any additional information needed to help us with our assessment of your complaint
If you are unhappy with the way your complaint is managed, you can refer the complaint to The Credit Ombudsman Service
Payday Online aim to resolve all complaints internally. However, if you are unhappy with our suggested resolution, or we were unable to resolve it within 45 days of the initial complaint, you can refer your complaint to the Credit Ombudsman Service Limited (COSL).
COSL is an external dispute resolution scheme which exists to provide an impartial solution to its members and their customers who are unable to resolve complaints or disputes internally.
The scheme is free to our customers and the Ombudsman's decisions are binding.
For more information on COSL please visit the COSL website www.creditombudsman.com.au or call them directly on 1800 138 422
I have found the service extremely clear & easy to use. Also the staff I have spoken with have always been very helpful & understanding when dealing with me. Accessing the site is simply 'Follow your Nose' & extremely straight forward.
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