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 1300 274 448 or via email at complaints@brighte.com.au

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

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. 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.