OUR COMMITMENT
Prezzee and our associated affiliates believe our customers have the right to transparent and fair treatment in all cases. In the event that our customers have a complaint, we want to know about it so that we can resolve it as soon as possible and understand what went wrong. Prezzee is committed to providing a simple, efficient and accessible complaint management process.
COMPLAINT POLICY
We value all feedback, including complaints. We want to ensure that we take steps to rectify anything that may have gone wrong and we want to ensure we are taking all necessary steps to ensure it doesn’t happen again.
This Policy sets out our principles and process for handling the complaints we receive about our products and services.
COMPLAINT DEFINITION
Prezzee defines a complaint as an expression of dissatisfaction about our services, people, or the handling of a complaint where a response or resolution is implicitly or explicitly expected or legally required.
OUR APPROACH
Customer focused
We are committed to seeking and receiving feedback about our products and services and ensuring complainants' views are heard and considered in a meaningful way.
Accessible and visible
We will provide our complaints policy on our website and publish information on how complaints can be made via a number of channels.
We will support and help people who would like to raise a complaint. We offer a number of ways to make a complaint.
We do not charge a fee for making a complaint.
Responsive
We will acknowledge complaints promptly and aim to resolve them at first contact, where possible.
Where the matter cannot be resolved within 5 days, we will set expectations upfront on the expected resolution time and inform complainants promptly where we think there may be a delay.
Objective and fair
We will handle all complaints in an objective and unbiased manner.
We will ensure that the person handling a complaint is different from any team member who may be the subject of the complaint.
We will assess each complaint on its merits and involve people making complaints and/or their representative(s) in the process.
Communicate and resolve
We will provide contact details to allow customers to follow up on their complaint and will communicate each step of the way.
We will provide a clear explanation and determine an appropriate remedy that is fair and reasonable to our customers and Prezzee.
Accountability and learning
We clearly define roles and all team members are responsible for their part of the complaint management process. We monitor and report on all complaints and use this information to review and improve our performance, service and processes.
Our people undertake regular training on the importance of feedback and our complaint handling policy and processes.
We undertake reviews and audits of the complaint management system to assess adherence to this policy and its overall effectiveness and are committed to implementing appropriate changes arising out of our reviews.
PREZEEPAY CARDS
Prezzee will make every endeavour to resolve your complaint relating to your PrezzeePay card. We will aim to:
- acknowledge your complaint within 1 business day from receipt, or as soon as reasonably practicable;
- resolve your complaint within 5 business days;
- provide you an update after 15 business days;
- provide a final written response within 30 days if we have not been able to resolve the matter prior;
- resolve the matter within 30 calendar days, however if the matter is complex and we require further investigation time, we will advise you of the delay and your right to escalate the matter to the Australian Financial Complaints Authority, (‘AFCA’).
Please note, we may ask for additional documentation from you to assist in resolving any complaints or disputes.
In the event you are not satisfied with our response or how we have managed your complaint relating to your PrezzeePay card, you can refer the matter to AFCA.
AFCA is an independent dispute resolution scheme that helps consumers and small businesses resolve complaints with financial firms where the complaint falls within AFCA’s terms of reference. AFCA will not charge you for assisting you with your complaint.
AFCA’s contact details are:
Australian Financial Complaints Authority
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Post: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001
Find out how to make a complaint here.