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 POLi Payments 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 POLi Payments 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, POLi Payments Pty Ltd, PO BOX 190, Flinders Lane, VIC, Australia 8009. Phone: 1300 060 653.
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 POLi Payments's senior management. To do so click here.
You can also write to us or call us at: Chief Operating Officer, POLi Payments Pty Ltd, PO BOX 190, Flinders Lane, VIC, Australia 8009. POLi Payments'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 Australian Financial Complaints Authority (AFCA) to lodge a dispute. The AFCA 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 AFCA here: www.afca.org.au
The Ombudsman's powers to consider disputes are set out in their Terms of Reference. We recommend you write to the AFCA, preferably with a copy to POLi Payments, at the following address: Australian Financial Complaints Authority Limited, GPO Box 3, MELBOURNE VIC 3001.
You can also your lodge your dispute using an Online Dispute form here: www.afca.org.au. Fax: (03) 9613 6399; Phone: 1800 931 678 Monday to Friday between 9.00 am and 5.00 pm AEST/AEDT weekdays.