At Swyftx, we are committed to providing our users with exceptional service, but we understand that there may be times when things go wrong.
We take complaints seriously and are committed to working with you to address your complaint and try to reach a fair resolution together.
We handle all complaints in line with our Complaints Policy.
How to make a complaint
We offer multiple channels for you to submit a complaint:
Log in and message us 24/7 via live chat
Write to our Resolutions team at [email protected]
Please tell us:
Your full name and contact details, and
What your complaint is about, when it happened, and what you’d like us to do.
What happens after you've made your complaint?
We’ll acknowledge your complaint
Most complaints can be resolved on the spot or within days. We’ll let you know we’ve received your complaint and that we’re reviewing it.
We’ll assess the information we have and investigate the issues
We’ll investigate your concerns, assess the information you give us and work with you to find a fair solution.
We’ll work with you to find a fair outcome
We’ll aim to provide a final response as quickly as we can. If we’re unable to do this within 30 days, we’ll tell you the reason for the delay and give you a date you can expect to receive an outcome.
If you're unhappy with our final response or handling of your complaint
If you are not satisfied with the outcome of your complaint, you have the right to escalate your complaint to the Australian Financial Complaints Authority (AFCA).
AFCA is independent of Swyftx and provides financial services complaint resolution that is free to consumers.
Website: www.afca.org.au
Email: [email protected]
Phone: 1800 931 678 (free call)
Address: GPO Box 3, Melbourne VIC 3001
If you are a Swyftx New Zealand customer, you can contact Financial Services Complaints Limited (FSCL).
Website: www.fscl.org.nz
Email: [email protected]
Phone: 0800 347 257
Address: PO Box 5967, Wellington 6011
Need help making a complaint?
Translating and Interpreter Services (TIS): You can access a free interpreter service through Translating and Interpreter Services (TIS). This service is provided by the Department of Home Affairs and is available in over 150 languages. You can ask our staff to arrange this service for you.
National Relay Service (NRS): Relay service for people who are deaf, hard of hearing or have a speech disorder. For more information, visit the National Relay Service (NRS). You’ll need to register with the NRS before using their service.