Version 2.1, dated 22/08/2026.
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.
You can lodge a complaint with us by:
| Method | Details |
|---|---|
| complaints@wemoney.com.au | |
| Phone | 1300 629 510 |
| Post | Complaints Officer, WeMoney Pty Ltd, Level 1, 63-73 Ann Street, Surry Hills, NSW 2010 |
| Website | www.wemoney.com.au/contact |
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.
When you make a complaint:
| Step | Timeframe |
|---|---|
| We will acknowledge your complaint | Within 1 business day (or immediately if made verbally) |
| We will investigate and provide a response | Within 30 days |
| For hardship or default-related complaints | Within 21 days |
If we need more time to investigate your complaint, we will contact you to explain why and keep you informed of progress.
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.
You can contact the Australian Financial Complaints Authority (AFCA), a free and independent external dispute resolution scheme:
| Website | www.afca.org.au |
| info@afca.org.au | |
| Phone | 1800 931 678 |
| Post | GPO Box 3, Melbourne VIC 3001 |
| WeMoney's AFCA member number | 79896 |
You can contact the Office of the New Zealand Privacy Commissioner:
| Website | www.privacy.org.nz |
| Phone | 0800 803 909 |
ABN: 88 633 007 860 WeMoney Pty Ltd
All rights reserved.
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WeMoney acknowledges and pays respect to the past, present, and emerging Traditional Custodians of the land in which we live and work.
Information on this website is general in nature and is not financial or credit advice. It does not take into account your objectives, financial situation or needs. Consider whether it is appropriate for your circumstances, and read our Terms of Use, Credit Guide and Privacy Policy before acting on it.
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