If you'd like to make a complaint, we're here to help. Please provide us with as much detail as possible so we can start resolving the matter with you. We’ll handle your concern in a way that’s fair, transparent, and timely - and it won’t cost you anything to lodge a complaint.
How to raise a complaint
You can submit your complaint in several ways. For accessibility options before you get started, visit our Contact Afterpay Support help article.
Our complaint policy is available on our website https://www.afterpay.com/en-AU/complaints-policy
Chat with us (24/7)
The fastest way to get help is through the Afterpay app. To start a chat with our support team, go to My Afterpay > Support. Chat support is available 24 hours a day, 7 days a week.
Call us
You can call our dedicated support team on 1800 602 155 between:
Monday to Friday: 8am-7pm AEST
Saturday to Sunday: 8am-5pm AEST
Please note: Our offices and phone lines are closed on all nationally recognised Australian public holidays.
Complete our contact form
If you don't have the Afterpay app, you can complete a contact form and a team member will respond as soon as possible.
What you can expect
We'll acknowledge your complaint promptly
We aim to acknowledge all complaints within 1 business day or as soon as practicable.
We'll work to resolve your complaint quickly
We aim to resolve your complaint within 5 business days. If your complaint takes longer to resolve, we will provide you with an initial response within 10 business days.
We aim to resolve complaints within 21 days.
If we can't resolve your complaint within 21 days, we will notify you as soon as possible of the reason for the delay, and let you know when we expect to be able to resolve your complaint.
We'll keep you informed
When we have completed our investigation of your complaint, we will provide you with a written response which will include the outcome of our investigation, your right to take your complaint to AFCA and provide you with AFCA’s contact details.
There may however be some circumstances where (unless otherwise required to do so) we will not provide a written response to you because we have either:
(a) resolved the complaint to your satisfaction within 5 business days;
(b) given you an appropriate explanation and / or apology and there are no further actions we can take to reasonably address the complaint.
Additional information we might need from you
In some cases we may need to request additional information from you to help us investigate or resolve your complaint. We’d appreciate your cooperation in providing this promptly so we can work towards a solution as quickly as possible.
Not satisfied with the outcome of our internal complaint resolution process?
If you are not satisfied with the outcome of your complaint after it has been through our internal disputes process above, you can contact the Australian Financial Complaints Authority (“AFCA”) using the contact details listed below.
Email: [email protected]
Website: www.afca.org.au
Phone: 1800 931 678 (free call)
In writing to:
Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
You can also contact the Code Compliance Committee about your complaint if it relates to our obligations or your rights under the Buy Now Pay Later Code at [email protected]. Please note that the Code Compliance Committee will not consider your complaint if you are still trying to resolve it with us or through AFCA.
USEFUL ARTICLES
Why am I still be charged for returned goods / goods not received yet