How do I make a complaint?
We’re sorry you didn’t get the service you’d expect from Taptap Send. You can find more information below on how to make a complaint. Before you submit a formal complaint, you may be able to resolve your issue by some of the options below.
Email our Support
The fastest way to solve your issue is through our Customer Support — they might be able to resolve it on the spot by email. See our “Contact Us” page for all the ways you can contact our Customer Support team.
Call our Support
You can also call this number to make a complaint: +61 8 6029 4747 (it's charged as a local if you call from an Australian phone number).
Other ways of contacting Taptap Send if you need additional assistance
Translation services, text to telephone (TTY) and the National Relay Service will be offered to complainants.
You can find au audio recording of our Complaint policy here
Appealing a deactivated or suspended account
If your account has been deactivated or suspended, please see guidance here, before contacting us.
What happens after I make a complaint?
Taptap Send will:
- email you that we got your complaint
- ask for any extra information, if we need it
- investigate your case and your concerns, referring to the User Agreement
- email you to explain what actions we took and why
We’ll look into your case as quickly as possible. We will auto-acknowledge all complaints immediately and aim to resolve your issue within 15 calendar days or less wherever possible. On rare occasions, we may need to extend the deadline to investigate your case in detail and we’ll let you know if we need more time.
What if I’m not happy with the response?
While we try our best to always resolve complaints for our customers we understand that you may not always be happy with the outcome. In Australia you can make a complaint with the Australian Financial Complaints Authority (AFCA). Our AFCA membership number is 110422.
- Website: www.afca.org.au
- Email: info@afca.org.au
- Phone: 1800 931 678 (free call)
- Mail: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001
The AFCA has time limits for when you can make a complaint. Check these on the AFCA website.
If we can't provide you a final response in 15 calendar days, we’ll extend the deadline to 30 calendar days from the day you complained.