How to lodge a complaint

We are committed to resolving any complaint you may have. Complaints can be received in several different ways:

  • Via email; or

  • Via our website.

How we will handle your complaint

We will do all that we can to process your complaint in a transparent and efficient manner.

Our representative will be in contact with you regarding your complaint and will let you know who will be assisting you, their contact details and the expected resolution date of your issue within 48 hours of receiving it, however, where this is not possible, we will acknowledge it as soon as practicable.

If the issue is a more complicated one, we may ask you for additional documentation to help resolve the issue. In turn, we will keep you updated on the progress of your complaint.

We will also keep a record of your complaint.

We will do all that we can to resolve your complaint as quickly as possible. Where we can’t resolve the issue immediately, we will let you know:

  • When you can expect our response; and

  • The name and contact details of the person handling it.

We aim to address most issues within five business days, however, if we can’t do that, we will provide you with a final response within 30 calendar days after receiving your complaint.

Where we are not able to resolve the issue and provide you with a final response within the timeframes above, we will let you know:

  • The reasons for the delay;

  • When we expect to provide you with a final response; and

  • The details of our external dispute resolution body, the Australian Financial Complaints Authority.

Medipass is a subsidiary of Tyro

Medipass Solutions Pty Ltd is a subsidiary of Tyro Payments Ltd and you may choose to contact Tyro of your complaint. Tyro’s Customer Resolution Process can be found here.

If you are still unhappy

If you are not satisfied with our response or handling of your complaint, you can contact the Australian Financial Complaints Authority (AFCA) for an external review. The AFCA offers a free independent dispute resolution service to resolve complaints where that complaint falls within their terms of reference and can be contacted via:

  • Phone on 1800 931 678 (free call);

  • Their online feedback form;

  • Email at info@afca.org.au; or

  • Mail to GPO Box 3, Melbourne VIC 3001.

Protecting your information

When you contact us we may record our phone conversation and take notes. Any information we might collect is subject to our Privacy Policy. If your complaint involves the privacy of your personal information and cannot be resolved by us or AFCA, you can lodge a complaint with the Office of the Australian Information Commissioner via:

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