Complaint Handling Statement

1. Overview

At WeMoney, we are committed to providing you with excellent service. We value your feedback and take all complaints seriously. This statement explains how you can make a complaint and how we will handle it.

This statement applies to all WeMoney products and services, including the WeMoney app, the WeMoney Awards program, and the WeMoney Awards software platform, in both Australia and New Zealand.

2. How to Make a Complaint

You can lodge a complaint with us by:

When making a complaint, please provide your name, contact details, and as much detail as possible about your complaint so we can investigate and respond effectively.

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3. How We Handle Complaints

When you make a complaint:

If we need more time to investigate your complaint, we will contact you to explain why and keep you informed of progress.

4. If You Are Not Satisfied

If you are not satisfied with our response, or if we have not resolved your complaint within the timeframes above, you may escalate your complaint to an external dispute resolution body.

4.1 Australia

You can contact the Australian Financial Complaints Authority (AFCA), a free and independent external dispute resolution scheme:

4.2 New Zealand

You can contact the Office of the Privacy Commissioner:

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