Feedback and Complaint Handling Policy

1. Purpose

At VeloxPays Pty. Ltd., we value your feedback as an essential part of our commitment to continuously improve our services and maintain customer trust. This Feedback and Complaint Handling Policy outlines how customers can provide feedback or raise concerns, and how we will respond fairly, efficiently, and in compliance with applicable laws and standards.

2. Scope

This policy applies to all customers of VeloxPays using our services via the website, mobile applications, or other supported platforms. It covers:

  • General feedback (suggestions, compliments)
  • Informal concerns
  • Formal complaints related to services, transactions, fees, delays, or conduct

3. Our Commitment

We are committed to:

  • Providing clear channels for feedback and complaints
  • Handling complaints fairly, promptly, and transparently
  • Protecting your privacy and confidentiality
  • Recording and analysing complaints to improve our services
  • Complying with the Australian Consumer Law, AFCA complaint resolution standards, and AUSTRAC compliance obligations

4. Providing Feedback

We welcome feedback (positive or constructive) on any aspect of our services, including your experience with:

  • Transaction processing
  • Customer service
  • Platform usability (website/app)
  • Service delays or issues

You can provide feedback by:

  • Emailing us at support@veloxpays.com
  • Calling us on 1300 618 382
  • Using the “Feedback” feature on our website or app

5. Making a Complaint

If you are dissatisfied with any part of our service, we encourage you to lodge a complaint as soon as possible so we can resolve the issue.

How to Lodge a Complaint:

You can make a complaint through any of the following methods:

  • Online Form (via www.veloxpays.com)
  • Email: support@veloxpays.com
  • Phone: 1300 618 382
  • Mail: VeloxPays Pty. Ltd., 2974 G, 470 St. Kilda Rd, Melbourne VIC 3004, Australia

Please include the following information to help us assess your complaint:

  • Your full name and contact details
  • Date and nature of the issue
  • Transaction reference number (if applicable)
  • Desired resolution (if any)

6. Complaint Handling Procedure

Stage Description
Acknowledgement We will acknowledge your complaint within 1 business day.
Investigation We aim to investigate and resolve most complaints within 5 business days.
Complex Cases For more complex issues, we may take up to 30 calendar days, and we’ll keep you updated.
Outcome Notification We will inform you of the outcome and any remedy in writing or your preferred format.

If your complaint cannot be resolved within 30 days, we will provide a reason for the delay and expected timeframe.

7. If You’re Not Satisfied

If you are not satisfied with our response, or if we do not resolve your complaint within 30 days, you have the right to escalate your complaint to the Australian Financial Complaints Authority (AFCA).

AFCA Contact Details:

  • Website: www.afca.org.au
  • Phone: 1800 931 678
  • Email: info@afca.org.au
  • Mail: GPO Box 3, Melbourne VIC 3001, Australia

AFCA is a free, independent external dispute resolution service available to Australian consumers and small businesses.

8. Recording and Monitoring Complaints

All feedback and complaints are recorded securely in our internal system. This helps us:

  • Track trends and recurring issues
  • Identify service improvements
  • Meet our legal and compliance obligations

Your personal information is protected under our Privacy Policy, and only authorised staff can access complaint records.

9. Continuous Improvement

We regularly review feedback and complaints to improve:

  • Customer service quality
  • Product functionality
  • Platform reliability
  • Internal training and controls

10. Contact Us

If you have any questions about this policy or need help lodging a complaint, please contact:

VeloxPays Pty. Ltd.

A.C.N. 682 328 365

Address: 2974 G, 470 St. Kilda Rd, Melbourne VIC 3004, Australia

Phone: 1300 618 382

Email: support@veloxpays.com

Website: www.veloxpays.com