Read the Terms and Conditions
The following Frequently Asked Questions provide valuable information on getting
started with POLi™. If the information you're looking for is not covered here, please
visit the PoliPayments web site
or contact us.
General Information
Security
Technical
General Information
POLi™ is the online payment option which enables customers to use their internet
banking facility to safely pay for goods and services purchased online.
back to top
POLi™ is a great alternative for people without credit cards, or for those who have
them - but would prefer not to use them to shop online.
When you use POLi™ to complete your purchase everything is done within the security
of your online banking facility and at no time are you required to disclose your
personal banking details to any third party, (including POLi).
back to top
Anyone who has access to the Pay Anyone functionality offered by a supported online
banking facility can use POLi™.
To check whether POLi™ supports your bank, click here.
back to top
- Choose to pay with Internet Banking wherever you see the POLi™ payment option.
- Select your bank and follow the prompts to ensure you have installed the POLi™ Web
Browser.
- Complete the payment using the Pay Anyone functionality of your existing Internet
Banking facility.
It's as simple as that!
back to top
There is no cost to make payments using POLi™, although your bank may apply fees
for electronic funds transfers.
back to top
Security
The POLi™ Web browser (which is used to navigate to your internet banking facility),
provides some of the most advanced security features available on the internet.
During the course of the payment, POLi™ never has access to your internet banking
identifier or password - these are entered directly by you into your internet banking
log on screen. The rest of the process takes place using the security of your internet
banking facility.
back to top
The POLi™ service and the POLi™ Web Browser are brought to you by Centricom Pty Ltd,
an independent provider of innovative web-based transaction services and software.
Centricom is not a bank, and does not necessarily have relationships with banks
accessible via POLi™.
back to top
Technical
Prior to making payments using the POLi™ service you will need to install the POLi
Web Browser.
In order to run the POLi™ Web Browser, your computer must meet the following minimum
system requirements:
- Microsoft .NET Framework 2.0 or above
- Compatible Browsers: Internet Explorer 6.0+, Firefox 2+,Chrome (Javascript
must be enabled)
- Operating Systems: Microsoft Windows (XP SP2+, Vista, Windows 7, Server 2003,
Server 2008)
POLi will check to ensure these requirements have been met and will guide you through
the installation process upon first attempting to make a payment.
back to top
What do I do if I have a complaint?
Any complaints about any goods or services paid for using the POLi™ service should
be resolved directly with the supplier of those goods and services.
However, if you have a complaint about the POLi™ service itself, you can contact
Centricom by following the steps detailed below.
To clarify your rights in using the POLi™ service, we recommend you carefully read
our Terms and Conditions.
You can then decide if you wish to raise a complaint.
Step 1: Contact the Centricom Helpdesk
To initiate a complaint about the POLi™ service you should initially contact our
helpdesk. You can do this by:
- clicking here or
- writing to or calling: Customer Services, Centricom Pty Ltd, Suite 1, 600 Lonsdale
Street, Melbourne, Victoria 3000 Australia. Phone: (03) 8601 5900.
We will respond to most, but not all, emails within one business day and to all
emails within three business days. If we cannot immediately resolve the problem,
we will give you an estimate of the time to resolve and the procedure we intend
to follow. Within 14 days of receiving your complaint, we will either advise you
of the outcome of our investigation or we will advise the status of our investigation
and if possible provide an estimate as to the amount of time it will take to resolve
your complaint.
Step 2: Escalate to Senior Management
If you are still unsatisfied with our response or your complaint is about one of
our Helpdesk staff, you can escalate your complaint directly with Centricom's senior
management. To do so
click here.
You can also write to us or call us at: Chief Operating Officer, Centricom Pty Ltd,
Suite 1, 600 Lonsdale Street, Melbourne, Victoria 3000 Australia. Phone: (03) 8601
5900. Centricom's senior management will respond to most, but not all, complaints
within three business days of escalation. We will let you know if we need more time
to resolve your complaint.
Step 3: Escalate to Banking & Financial Services Ombudsman
If you are still unsatisfied with our response , you may choose to contact the Financial
Ombudsman Service (FOS) to lodge a dispute. The FOS is a dispute resolution service
dealing with disputes that individuals and small business have with their financial
service providers. You can learn more about the FOS here: www.fos.org.au
The Ombudsman's powers to consider disputes are set out in their Terms of Reference.
We recommend you write to the FOS, preferably with a copy to Centricom, at the following
address: Financial Ombudsman Service, GPO Box 3, MELBOURNE VIC 3001.
You can also your lodge your dispute using an Online Dispute form here: www.fos.org.au. Fax: (03) 9613 7345; Phone: 1300 78 08 08
Monday to Friday between 9.00 am and 5.00 pm AEST.
