Complaints Procedure
We are committed to delivering excellent service. If something didn't go as expected, we want to hear from you so we can resolve it quickly and fairly.
Your Voice Matters
At ZiMoney, we take your feedback seriously. Our complaints handling process is designed to ensure that any concerns are addressed promptly, fairly, and in accordance with Australian regulatory standards.
This page outlines how to make a complaint, what information we need, and what happens next.
How to Make a Complaint
complaints@zimoney.com
Send us a detailed email
Phone
+61 3 8658 7992
Speak to our support team
Online Form
Submit below
Complete our online form
Information We Need
To help us resolve your complaint efficiently, please provide the following information:
Your full name and contact details (email and phone number)
Transaction ID or reference number (if applicable)
Date and time of the transaction or issue
A clear description of your complaint or concern
Any supporting documents or screenshots that may help us investigate
Important: Providing complete and accurate information helps us investigate and resolve your complaint more quickly.
Our Complaints Handling Process
Submit Your Complaint
Contact us via email, phone, or online form with details of your complaint.
Acknowledgement
We confirm receipt of your complaint within 1 business day.
Investigation
Our team reviews and investigates your complaint thoroughly.
Resolution
We aim to resolve complaints quickly and fairly, keeping you informed throughout the process.
Response Timeframes
We acknowledge all complaints within 1 business day and aim to resolve most issues within 5-10 business days. Complex matters may require additional time, and we will keep you informed throughout the process.
External Dispute Resolution
Australian Financial Complaints Authority (AFCA)
If your complaint is not resolved to your satisfaction, ZiMoney is a proud member of the Australian Financial Complaints Authority (AFCA). You can escalate your complaint to AFCA for free, independent dispute resolution.
Our Commitment to You
At ZiMoney, transparency, integrity, and accountability form the foundation of our operations. ZiMoney is a registered member of the Australian Financial Complaints Authority (AFCA), providing our customers with access to an independent and impartial external dispute resolution service at no cost.
Should a matter remain unresolved after completing our internal complaints process, customers have the right to escalate their complaint to AFCA for a fair and objective review.
Our commitment extends beyond compliance—it reflects our dedication to maintaining the highest standards of customer protection and governance. With ZiMoney, you can engage in financial transactions with confidence, knowing that your concerns will be handled with professionalism, fairness, and transparency.
Submit a Complaint
Report Submitted Successfully
Reference: Qui quia lorem et vo