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Strengthening the complaints framework
Our Centrepay service commitments for customers outline what can be expected of businesses and us.
We’re improving complaint obligations for businesses under the Terms of Use and policy. This includes by:
- setting clear expectations of the complaints processes that businesses must have in place to help Centrepay customers
- making sure the complaints process is clear, simple and easy to use.
In addition, when registering for Centrepay, businesses must show evidence of their complaints processes including complaint and compliance reviews.
Reforming the complaints processes
We’re improving the Centrepay complaints process and the channels available if businesses and customers want to speak to us. This is so customers are supported and businesses have clearer expectations.
We’re also working to improve awareness, visibility and information about how to make a complaint or give feedback.
We’ll use our existing communications channels to make sure customers know about:
- our Centrepay service commitments
- how to make a complaint or give feedback
- getting help if they can’t resolve a complaint with a business.
Centrepay complaints specialists
Our complaints specialists help resolve Centrepay complaints about businesses and the service.
Centrepay complaints specialists do the following:
- provide support and assistance in complex cases
- contact businesses about feedback and complaints
- connect customers with services they need
- monitor complaints about businesses
- undertake assurance activities and make compliance referrals.
General feedback
If you’re a customer and having trouble working out a Centrepay issue with a business, contact us through Centrepay complaints and feedback.
If you think a business is committing fraud against Centrepay, you should report it. Find more information on how to report fraud.
If you’re a business, you can email or call our Centrepay for businesses team.