Contact us about a complaint relating to the Pay Advance

Objective of this Policy

Beforepay seeks to maintain and enhance its reputation for providing customers with high-quality products and services. We value feedback and complaints as they assist us in improving our products, services, and overall customer service.

Beforepay is committed to being responsive to the needs and concerns of its existing and potential customers and resolving your complaints as quickly as possible. This policy provides guidance on how Beforepay responds to and resolves complaints. We are committed to consistency, fairness, and impartiality in handling complaints.

Information Required for Complaints

When investigating your complaint, we rely on information you provide and information we hold about your account. We may need to contact you for clarification or additional information.

To help investigate your complaint efficiently, please provide:

• Your name and contact details.

• The nature of the complaint.

• Steps already taken to resolve the complaint.

• Relevant details of previous conversations with us.

We may request documentation for identity verification, including:

• Passport

• Driver’s licence

• Medicare card

• Proof of bank account ownership

Assistance When Making a Complaint

If you require assistance in making your complaint, please contact our customer support team using the provided details.

Recording of Complaints

We may record and retain:

• Transcripts of chat or email interactions.

• Notes and audit logs related to your account.

• Details, outcomes, and actions related to your complaint.

• Dates and times of actions and communications.

Complaints are monitored to identify trends and necessary remedial actions. Your personal information will be handled in accordance with our Privacy Policy.

If you believe we have breached privacy laws or wish to correct information held, contact us using the provided details.

Investigation and Resolution of Complaints

Beforepay aims to resolve complaints at first contact when possible. If not possible, the following process applies:

Acknowledgement

We will acknowledge your complaint within one (1) business day or as soon as reasonably practicable.

Initial Review

An initial review of your complaint will be conducted. We may seek clarification or additional documentation. You will receive feedback and an initial response within 10 business days of acknowledgement.

Investigation

Your complaint will be investigated objectively and impartially, considering provided information, our actions, and other relevant information.

Response

After investigation, you will receive a written response detailing the outcome.

Action

Where necessary, we will amend our business practices or policies.

Timeframes

Resolution timeframes are as follows:

• Standard complaints: within 30 calendar days.

• Credit-related complaints involving default notices: within 21 calendar days.

• Hardship notices or enforcement postponement requests: within 21 calendar days (additional timelines may apply).

If further information is required, we will request it within 21 calendar days. If no response is received within 21 calendar days, we will respond within 7 calendar days.

Agreements on hardship or enforcement postponement will be confirmed in writing within 30 calendar days.

Delay Notification

If delays are anticipated, you will be notified before the expiry of the maximum timeframe.

Quick Resolution

If resolved within 5 business days and to your satisfaction, no written response is required unless requested or if it involves hardship.

You can enquire about your complaint’s status at any time. If you do not respond to our outcome within 10 business days, your complaint will be considered resolved and closed.

Complaints About Employees

Complaints about staff are handled confidentially, impartially, and equally. Staff members are:

• Informed of complaints.

• Given opportunities to explain.

• Provided support.

• Updated on investigation outcomes.

Complaints About Third-Party Providers

If dissatisfied with third-party provider services, you can lodge a complaint through Beforepay or directly with the third party.

Complaints Under Regulatory or Law Enforcement Investigation

If a complaint is being simultaneously investigated by regulators or law enforcement, we may pause our investigation until theirs is complete. We will assist authorities as required.

Escalation of Complaints

If you have not contacted our support team, please email complaints@beforepay.com.au for an initial response within 24 business hours.

Last updated March 2025