Afterpay Complaints Policy - New Zealand
How can we help?
If you have a complaint, we will deal with your complaint in a fair, open and transparent manner and work to resolve your complaint as quickly as possible. You may file a complaint with us, free of charge.
What you can expect:
1. We aim to acknowledge all complaints within 1 business day or as soon as practicable;
2. 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.
3. We aim to resolve all complaints within 21 days; and
4. 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.
5. 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 the FDRS and FDRS’s contact details.
Please Note. We may ask for additional documentation from you to assist in resolving any complaints or disputes.
How to get in contact with us.
Chat: Chat with us through the Afterpay App. To start a chat, 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
+64 4 832 9292 or +64 800 461 268. We are available during the hours below, except on public holidays.
- Monday to Friday: 10am-9pm NZST
- Saturday & Sunday: 10am-7pm NZST
Submit a Complaint Form: To make a complaint click the link below and select ‘Make a complaint about our product or service’. Please provide as much information as possible so that we can start to work on resolving the matter with you!
Please Note.
We may ask for additional information from you to assist in resolving any complaints or disputes.
If we cannot resolve the dispute within 21 days we will advise this in writing and provide a reason as well as an expected resolution time frame.
If you are not satisfied with the outcome of our internal dispute resolution process after it has been through our internal disputes process above, you can contact the Financial Dispute Resolution Service (FDRS) using the contact details listed below.
Email: [email protected]
Website: https://fdrs.org.nz/
Phone: 0508 337 337 (free call)
In writing to:
Financial Dispute Resolution Service
Freepost 231075
PO Box 2272
Wellington 6140
