1. Our commitment
SGCPAY (AUS) LIMITED (ABN 61 662 299 434) ("SGCPAY", "we", "us" or "our") is committed to dealing with complaints fairly, promptly, and transparently. We treat every complaint as an opportunity to improve our services, and we aim to resolve concerns as quickly and effectively as possible.
This Complaints Policy explains what counts as a complaint, how to make one, how we will handle it, and how you can escalate a complaint if you are not satisfied with our response. It should be read together with our Terms and Conditions and Privacy Policy.
2. What is a complaint
A complaint is any expression of dissatisfaction with our products, services, staff, or the handling of a previous complaint, where you expect a response or resolution. A complaint may relate to, for example, a transaction, a fee, a delay, the handling of your personal information, or the quality of our service.
Not every question or request is a complaint. Where you simply need information or assistance, we will help you through our normal support channels. If a matter cannot be resolved to your satisfaction through those channels, it will be treated as a complaint under this Policy.
3. How to make a complaint
You can make a complaint at any time by contacting us via the contact form on our website. To help us investigate efficiently, please include your name and account details (where relevant), a clear description of the issue, any relevant dates and reference numbers, and an explanation of the outcome you are seeking.
You may ask someone to make a complaint on your behalf. Where you do so, we may need to verify your identity and the authority of your representative before we can discuss account-specific information, consistent with our privacy and security obligations.
4. How we handle complaints
When we receive a complaint, we will acknowledge it and assign it to an appropriate person for review. We will investigate the matter objectively, gather the relevant information, and keep you informed of progress. We aim to resolve straightforward complaints quickly and to provide a substantive response to more complex complaints within a reasonable period.
Our response will explain the outcome of our investigation, the reasons for our decision, and any action we propose to take. If we need more time or more information to complete our investigation, we will tell you.
5. Timeframes
We aim to acknowledge complaints promptly after they are received and to provide a final response as soon as reasonably practicable. Where a complaint is complex or requires input from a third party, resolution may take longer, and we will keep you informed of the expected timeframe.
These timeframes are indicative. Where specific statutory or industry timeframes apply to a particular type of complaint, we will comply with them.
6. If you are not satisfied
If you are not satisfied with our final response, or if your complaint has not been resolved within a reasonable period, you may escalate it. In the first instance, you may ask us to review the matter again, and we will arrange for a further review by someone not previously involved where practicable.
You may also refer your complaint to the relevant external dispute resolution scheme, details of which are available on request. External dispute resolution is generally free to you and independent of SGCPAY. Depending on the nature of the complaint, other bodies such as the Office of the Australian Information Commissioner may also be relevant, as described in our Privacy Policy.
7. Record-keeping and improvement
We keep records of complaints and their outcomes in accordance with our legal obligations and our Privacy Policy. We use complaint data to identify trends, address root causes, and improve our products and services.
Records are handled confidentially and are used for the purposes of resolving complaints, meeting our regulatory obligations, and improving our services.
8. Contact and changes to this policy
To make a complaint or to ask about the status of a complaint, please contact us via the contact form on our website. We may update this Complaints Policy from time to time; the current version is the version published on our website, and the "Last updated" date indicates when it last changed.