1. Our commitment to the customer
Wirex Australia Pty Ltd (“Wirex”, or “we”) is required to have in place clear and effective procedures for the reasonable and prompt handling of complaints.
Each of our customers are important to us, and we believe they have the right to a fair, swift, and courteous service at all times. This document sets out the complaints handling procedures that we will follow in the event a complaint.
This document sets out the complaints handling procedures that we will follow in the event of a complaint that is specific to the Wirex card.
2. How to make a complaint
Wirex customers who are dissatisfied with any of our products or services, can submit a complaint using our online complaints form or by sending an email to customercomplaints@wirexapp.com. The customer is required to include full details of the date and details of the issue so that we can address their concerns effectively.
3. Definition of a complaint
For the purposes of this policy, a complaint is defined as an expression of dissatisfaction made to us, related to our products or services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.
4. What we will do once we have received a complaint
A complaint will be referred to one of our support team members as soon as possible. In the event that the member of staff assigned the complaint is involved in the subject matter of the complaint, the complaint will be referred to another qualified member of staff of Wirex. We will promptly acknowledge the complaint in writing via e-mail within 24 hours from the time of submission. In this acknowledgement we will provide the name and title of the person that is handling the complaint. This individual will have the authority necessary to investigate and settle the complaint.
5. Investigating and Resolving a Complaint
We will investigate a complaint fairly, consistently, and promptly, determine whether the complaint should be upheld, and (if appropriate) determine remedial action and/or redress. We will set out our conclusions in a final response to the customer. If we decide that redress is appropriate, we will aim to provide the customer with fair compensation for any acts or omissions for which we are responsible. If the customer accepts our offer, we will promptly provide a compensation to them.
We may request further information or documentation in support of the request. For issues relating to unauthorized transactions, we may also require the Customer to file and furnish us with a copy of a formal report with the local law enforcement agency.
6. Timelines
For any general complaints regarding our services, we will do our best to resolve the issue within thirty (30) business days from our acknowledgement of receipt of the ticket.
If we are unable to resolve the complaint to the customer’s satisfaction after the thirty (30) business days, the customer may escalate the complaint to Australian Financial Complaints Authority (AFCA), an external dispute resolution service. The period of thirty (30) business days may be extended in exceptional circ*mstances or where the Wirex decides to resolve the complaint under the rules of the VISA scheme. If the Customer wishes to escalate the complaint, they may notify Wirex of their intention to do so and Wirex shall facilitate the referral free of charge.
7. Exclusions and Disclaimers
Transactions made by Customer
Wirex will not be responsible for any loss or damage resulting from transactions which the customer has knowingly initiated or consented to. Where the dispute or complaint relates to a merchant’s fulfilment of goods or services purchased, the customer should first contact the merchant to resolve the issue.
Card security and protection
The customer is responsible for protecting access to their own card. The customer is solely responsible for maintaining the security and secrecy of the customer’s card details. If the customer voluntarily provides physical access or discloses this information to a third party, who then uses the customer’s card or card information to make transactions, Wirex will not be liable nor be held responsible for any loss resulting from such third-party use of the card.
8. Alternative Dispute Resolution
Should a customer remain dissatisfied with the handling or outcome of their issue, the customer may request a review of the complaint by the Australian Financial Complaints Authority (AFCA). Details on how the customer may contact them can be found at their website.
Alternatively, the customer may also contact our Licensor, Flexewallet Pty Ltd via:
Post: G.P.O Box 171, 380 Bourke Street, Melbourne VIC 3000 AUSTRALIA
Email: admin@flexewallet.com
9. Closing Complaints
We will regard a complaint as closed in the following circ*mstances:
- once we have sent a final response; or
- where the customer has told us in writing that they accept an earlier response that we have sent to them; or
- if they refer a complaint to AFCA, when AFCA informs us in writing that the complaint has been closed.
Wirex is committed to ensuring that all complaints received are handled fairly, consistently, and promptly and that the firm identifies and remedies any recurring or systematic problems, as well as any specific problems identified by a complainant. We will continue to do all we can to learn from the complaints we receive to improve our level of service in the future.
10. Questions
If you have any questions about our complaints process, please contact us at customercomplaints@wirexapp.com
