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Pay Advantage Complaints Policy

How we handle and resolve complaints

We are committed to handling complaints in a fair, timely, and respectful manner. If you are not satisfied with our products or services, we encourage you to let us know so we can address your concerns. We will acknowledge your complaint promptly and work to resolve it as quickly as possible. As outlined below, our process is free of charge and is designed to be clear, accessible, and effective.

Complaint Handling Process

Pay Advantage is an Authorised Representative of PB Financial Services Ltd (“PB Financial”), an Australian Financial Services Licensee regulated by the Australian Securities and Investments Commission (“ASIC”). This means all complaints received by Pay Advantage are managed in line with PB Financial’s Internal Disputes Resolution framework.

Under ASIC requirements, we will acknowledge your complaint and aim to resolve it as soon as possible within a 30 day timeframe. Throughout this process, we will work closely with PB Financial and keep you informed about the progress of your complaint.

What to Expect

We will acknowledge your complaint and work with you to resolve the issue as quickly as possible, usually within 5 business days. Where the matter cannot be resolved within this timeframe, it will remain under investigation. We will keep you informed of progress and provide you with a written summary of the outcome of our investigation within 30 days. If additional time is required to complete our review, we will let you know and keep you updated until the matter is finalised. Where appropriate, we will also confirm when any agreed actions have been completed.

Dispute Resolution

In the event that you are not happy with the outcome or with the way in which your complaint was handled, you may also refer your complaint to:

The Australian Financial Complaints Authority

  • Website: www.afca.org.au
  • Phone: 1800 931 678 (free call)
  • Email: info@afca.org.au
  • Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Accessibility and Contact

We are committed to ensuring our complaints process is accessible to everyone. Please feel free to contact us at our details below, and let us know how we can be of assistance: