Our commitment to you
We are committed to resolving complaints fairly, promptly, and in a way that is transparent to you. Every complaint we receive is recorded, assessed, and treated as an opportunity to improve. Our target is to resolve all complaints within 30 days of receipt.
How to make a complaint
If you are dissatisfied with any aspect of our products, services, or the way we have handled a matter, we want to hear from you. You can contact us through any of the following channels:
When making a complaint, please include as much detail as possible: your name, contact information, a description of the issue, when it occurred, and any supporting documentation. This helps us investigate and respond more quickly.
Who can make a complaint?
Any person, business, or authorised representative of a business who is a user of UrPay's services may make a complaint.
If you are acting on behalf of another individual, we will need to verify that you have their explicit authorisation to do so. This is a requirement of the Privacy Act 1988 (Cth).
What to expect
24h
Acknowledgement of receipt
30
Days target to resolve
3
Months before closure if no response
1
We acknowledge your complaint
You will receive a written acknowledgement confirming we have received your complaint and the name of the person handling it.
2
We assess and investigate
We review the details of your complaint, gather any relevant information, and assess what occurred and what the appropriate resolution may be.
3
We provide a response
We will contact you with our findings and a proposed resolution, or explain why we are unable to resolve the matter in the way you have requested.
4
We close the complaint
A complaint is closed once you have accepted the resolution and any agreed actions are complete, or if there is no further response from you after three months.
Serious complaints — complaints involving service unavailability, data or privacy breaches, financial loss, or potential fraud are treated as a priority and escalated immediately to senior management. If you believe your complaint is of this nature, please indicate this clearly when you contact us.
Serious complaints
Certain types of complaints are treated as serious and escalated immediately. These include:
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Service unavailability — a significant or extended outage affecting your ability to process payments
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Data or privacy breaches — any suspected exposure of your personal or payment information
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Financial losses — losses resulting directly from an action or inaction by UrPay
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Incorrect, unauthorised, or invalid payment processing
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Fraud — either perpetrated against you through the platform, or by any person involved in the delivery of our services
If you are unsure whether your complaint is serious, treat it as serious — we would rather investigate and find otherwise than delay a matter that requires urgent attention.
If you are not satisfied with our response
If we are unable to resolve your complaint to your satisfaction, or if you believe our process has been inadequate, you have the right to seek external resolution.
Payment disputes
If your complaint relates to a specific payment transaction and you believe it was unauthorised or that goods or services were not supplied, you may also contact your bank or financial institution directly to initiate a dispute process.
Privacy complaints
If your complaint relates to how we have handled your personal information, you may contact the Office of the Australian Information Commissioner (OAIC):
Please note: We encourage you to contact us directly in the first instance. Most complaints can be resolved quickly and informally. External processes typically take considerably longer.
Variations to this Policy
We review and update this policy annually. Any changes will be published on this page. This policy was last updated in May 2026.