Complaints & disputes
We take feedback from our customers very seriously and have an internal complaint resolution team to assist with managing any concerns or complaints quickly and fairly.
By email or phone
You should not pay any more for your goods just because you have chosen to use BrightePay over paying with cash, a debit card, credit card or any other payment method. If you are concerned that you have been charged a higher price because you have chosen to use BrightePay instead of other payment methods such as cash, a debit card, credit card or direct debit arrangement please discuss the matter with us to see whether we can satisfactorily resolve it.
How are complaints handled?
- We'll record the details of your complaint. We'll give it fair and genuine consideration and seek to achieve a fair outcome for both parties.
- Your complaint will be allocated to one of our complaints handling team.
- We'll enquire into your complaint within a reasonable time frame, taking into account the nature and complexity of your complaint.
- We'll keep you informed of any progress via your preferred communication channel – or if you don't specify, we'll contact you by the same channel that you initially made the complaint.
- If appropriate, we'll make policy changes to prevent the same situation from happening again.
Lodging a complaint about your payment plan with AFCA
We are a member of an external dispute resolution scheme and in the unlikely event that we cannot resolve your request for hardship assistance, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA is a new external dispute resolution scheme that replaces the Credit & Investments Ombudsman (CIO). AFCA will provide fair and independent financial services complaint resolution that is free to use:
- Online: www.afca.org.au
- Email: email@example.com
- Phone: 1800 931 678 (free call)
- Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Before AFCA can investigate the matter, you must have first given us the opportunity to review it. Time limits may also apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.
Lodging a complaint about your electricity service with EWON
Escalating your complaint
If we have not been able to help you when you first contacted us or you’re not satisfied with the outcome of your complaint, you can escalate your complaint to our Customer Support Team:
You can out more information in our energy complaints policy.
Lodging with EWON
Whilst we hope that you contact us first about your concern, you can also receive free and independent advice from the Energy & Water Ombudsman of New South Wales.
You can lodge a complaint with the Energy and Water Ombudsman NSW (EWON).
Buy Now Pay Later Code of Practice
Brighte is also a member of the Buy Now Pay Later Code of Practice. This means that if the product we have provided you is our 0% Interest Payment Plan, in addition to contacting us or AFCA, you can report an alleged breach of this Code to the Code Compliance Committee (CCC). The CCC is an independent committee that has been established to monitor our compliance with this Code (as outlined in the Terms of Reference for the CCC).
You can access the Code by visiting https://afia.asn.au/BNPL-Documents.
If you have a specific complaint about us, you should first talk to us, and if you are not satisfied, then AFCA. The CCC will not consider your Complaint if you are still trying to resolve it with us, or within AFCA. To lodge a Complaint with the CCC, you can contact them at CCC-BNPL@afia.asn.au.