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Complaints Policy

Frequently Asked Questions

Note: If you’ve been directed here from the WageSplitter app - don’t worry, you're in the right place. We’re in the middle of changing our business name from WageSplitter to Paylab. So things might look a bit different!

  1. Purpose
    The purpose of this Complaints Policy is to outline the process by which Paylab Pty Ltd (referred to as "Paylab," "we," "our," or "us") will handle complaints made by consumers, employers, and any other relevant parties regarding the Paylab’s product. We are committed to resolving complaints promptly, fairly, and in compliance with all relevant laws and regulatory requirements, including those set by the Australian Securities and Investments Commission (ASIC).
  1. Scope
    This policy applies to all complaints regarding Paylab’s services related to the Paylab products. This includes complaints about product features, terms and conditions, fees, repayment processes, customer service, and any other issues directly related to the product.
  1. Complaints Handling Process
    Step 1: Acknowledging Receipt of Complaint
    Upon receiving a complaint, Paylab will:
  • Acknowledge receipt of the complaint within 1 business day.
  • Provide the complainant with an estimated timeline for resolution if the issue cannot be resolved immediately.

    Contact Methods for Complaints:
    Complaints can be submitted via:
  • Email: appsupport@paylab.com.au
  • Online: Via the Paylab platform’s customer support section
  • Phone: +61 477 206 304

    Step 2: Investigating the Complaint
    Once a complaint has been acknowledged, Paylab will:
  • Investigate the matter thoroughly, gathering all relevant details and documentation.
  • Assess whether the complaint is related to any breach of our Target Market Determination (TMD), Product Disclosure, agreements entered into with Customers or Design and our Terms and Conditions of Sale.

    Step 3: Providing a Response
    Paylab will:
  • Provide an initial response to the complainant within 10 business days of acknowledging the complaint. This response will include the findings of our investigation and any actions we will take to resolve the issue.
  • If we are unable to resolve the complaint within 10 business days, we will inform the complainant of the reason for the delay and provide an estimated resolution timeline, which should not exceed 21 business days.

    Step 4: Resolution and Escalation
    If the complainant is not satisfied with the resolution or outcome, they may:
  • Request further clarification or a more detailed response.
  • Escalate the matter to a senior representative of Paylab for further review.

    If a resolution cannot be reached within 21 business days, Paylab will:
  • Inform the complainant of their right to escalate the complaint to the Australian Financial Complaints Authority (AFCA), an external dispute resolution scheme, for independent review and final resolution.

    Step 5: Final Response
    Upon resolution, Paylab will:
  • Provide a final written response outlining the outcome of the complaint, including whether the complaint was upheld and any remedial action taken.
  • Include details on how to contact AFCA if the complainant is dissatisfied with the outcome.
  1. Complaints Related to the Product and Regulatory Compliance
    Complaints relating to the suitability of the Paylab’s product for an individual or employer (such as complaints about product features, fees, repayment difficulties, or misalignment with the Target Market Determination (TMD)) will be reviewed for compliance with our Product Disclosure, agreements entered into with Customers or Design and our Terms and Conditions of Sale.

    4.1 Reviewing TMD Compliance
    If a complaint suggests that the Paylab’s product is being distributed to individuals outside the target market, Paylab will:
  • Review the circumstances and distribution channels to ensure that only individuals who meet the Target Market criteria are offered the product.
  • Make any necessary adjustments to our Target Market Determination (TMD) or distribution processes to prevent similar complaints in the future.
  1. Confidentiality and Privacy
    Paylab is committed to protecting the privacy of the complainant and ensuring that all personal information provided during the complaint process is kept confidential. All complaints will be handled in accordance with Paylab’s Privacy Policy and applicable data protection laws.
  1. Reporting and Monitoring
    Paylab will track and monitor complaints to:
  • Ensure compliance with the Target Market Determination (TMD), Contractual Agreements with Customers and Terms and Conditions of Sale
  • Identify trends or recurring issues to improve the product and service offerings.
  • Review complaint handling effectiveness, ensuring that complaints are being resolved fairly and promptly.

    The complaints will be reported regularly to senior management and regulatory authorities as required.
  1. Key Contact Information
    For complaints, please contact us through one of the following channels:
  1. External Dispute Resolution
    If the complaint remains unresolved, you can escalate it to the Australian Financial Complaints Authority (AFCA):
    AFCA Contact Details:
  • Email: info@afca.org.au
  • Phone: 1800 931 678 (free call)
  • Postal Address: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001
  • Website: www.afca.org.au
  1. Policy Review
    This Complaints Policy will be reviewed annually to ensure compliance with regulatory requirements and to improve our complaints handling processes. Paylab may amend this policy as necessary based on feedback, regulatory changes, or identified improvements.