Make a complaint
Sorry to see you here – something must’ve gone wrong for you to visit our complaints page. You can file your complaint online, or by phone, fax or letter. For your convenience, we have outlined our procedures so that you know what to expect from us.

AgatePay complaint resolution process

We will try to process your complaint in a transparent and efficient manner.
• We will acknowledge your complaint and ensure we have understood the issue
• We will try to resolve it as quickly as possible
• We will keep a record of your complaint
• Where we can’t resolve the issue immediately, we will let you know:
o When you can expect our response
o The name and contact details of the person handling it
o The case number
• We will provide you with a final response within 45 days (we aim to address most issues within 5 business days)
• Where we are not able to resolve the issue and provide you with a final response within 45 days, we will:
o Let you know the reasons for the delay
o Provide you with the details of our dispute resolution process

Internal review
If you are not satisfied with the result of this process, you may request an independent review of your complaint by writing to The Genesis Fintech Complaints Officer, 9/9 Myrtle St, North Sydney NSW 2060
Protecting your information
When you contact us we may record our phone conversation and take notes. Any information we might collect is subject to our Privacy Policy. If your complaint involves the privacy of your personal information and cannot be resolved by our Complaints Officer or AFCA, you may complain to the Privacy Commissioner on 1300 363 992 or at www.oaic.gov.au.

How do I lodge a complaint?
You can lodge a complaint by filling feedback form.

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