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Wirex Australia Pty Ltd Complaints Policy

Upd: Apr 27, 2025

1. Purpose and Scope

At Wirex, we are committed to delivering a high standard of service and ensuring that customer concerns are addressed fairly and promptly. This policy outlines how we manage customer complaints, consistent with our obligations under Australian laws and regulations, including the Australian Securities and Investments Commission’s (ASIC) Regulatory Guide 271 (RG 271). It applies to complaints from customers located in Australian, unless a separate regional policy applies.

2. What is a Compliant?

A complaint is defined as any expression of dissatisfaction made to or about Wirex, related to our products, services, staff, or complaint handling process, where a response or resolution is explicitly or implicitly expected. This definition reflects ASIC’s guidance and is in line with AS/NZS ISO10002:2014.

3. How to Lodge a Compliant

We encourage customers to lodge complaints through any of the following channels:  

a) our online complaints form

b) by email at complaints@wirexapp.com; or

c) by phone at +61 438 628 842

Complaints can be made by customers directly or through an authorised representative.

4. Acknowledging Your Complaint

We aim to acknowledge all complaints within 24 hours, or one business day, of receipt, or as soon as practicable thereafter. Acknowledgements will generally be sent using the same communication method through which the complaint was received, unless you request otherwise.

5. How Wirex will handle your Compliant

Once we’ve acknowledged your complaint, we will assess the issue and aim to resolve it as quickly as possible. For most complaints, we will provide a final written response within 30 calendar days. For complaints of a more complex nature, we will respond within 45 calendar days.

If, due to complexity or circumstances beyond our control, we are unable to meet these timeframes, we will notify you in writing. This delay notification will explain the reason for the delay, inform you of your right to escalate the complaint to the Australian Financial Complaints Authority (AFCA), and provide AFCA’s contact details.

6. Keeping You Informed

Wirex is committed to resolving complaints efficiently and will keep you updated on progress throughout the process. Once a final decision has been reached, we will communicate the outcome clearly, including the reasons for our decision. Where relevant, we will also use complaints as a way to identify systemic issues and improve our services and internal processes.

7. If You’re Not Satisfied

If you are not satisfied with our response, or if your complaint is not resolved within the specified timeframe, you have the right to escalate the matter to the Australian Financial Complaints Authority (AFCA). AFCA provides free and independent dispute resolution services. 
You can contact AFCA: 
a) via www.afca.org.au ;

b) by calling 1800 931 678; or

c) by emailing info@afca.org.au.

Additionally, you may also write to them at GPO Box 3, Melbourne VIC 3001.

8. Accessibility

We are committed to making our complaints process accessible to all customers. If you require assistance due to a disability, language barrier, or other circumstance, please let us know and we will do our best to accommodate your needs.

9. Policy Review

This Complaints Policy will be reviewed periodically and updated to reflect any changes in legal requirements or business operations. The most current version will always be available on our website. If you have any questions or require further information about this policy, please contact us at complaints@wirexapp.com. 

We sincerely hope that you will never have a cause for complaint about any aspect of your dealings with Wirex. However, if you wish to make a complaint then please make sure that you contact us via the details above and provide as much information as possible

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