Complaints

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.

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. You may tell us of your concerns by filling in the form, calling us on 1800 BRIGHTE or via email at complaints@brighte.com.au

If we are unable to resolve your concerns in relation to the price you have paid to your satisfaction, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA is a fair, independent and free external dispute resolution scheme to resolve disputes.

Before AFCA can investigate the matter, you must have first given us the opportunity to review it.

We are also a member of an external dispute resolution scheme and in the unlikely event that your complaint cannot be resolved directly with Brighte, 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: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001