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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 can call us on 1300 274 448 or via email at customerrelations@brighte.com.au

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.
  • We'll treat your complaint respectfully and handle all personal information in accordance our privacy policy.
  • 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:

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.