Complaints & Dispute Resolution
UrPay Technologies Pty Ltd · ABN 18 654 788 575
Effective: 18 September 2026
Our commitment
We want to resolve complaints fairly and promptly. Every complaint we receive is recorded, assessed and used to improve what we do. We aim to resolve complaints within 30 days of receiving them.
How to make a complaint
If you are dissatisfied with our products, our services, or how we have handled a matter, please tell us:
- Email (preferred, so there is a written record): support@urpaytech.com.au
- Phone: 1800 008 772
Please include your name and contact details, your business name or merchant ID if you have one, what happened and when, and any supporting documents. This helps us investigate and respond sooner.
Who can make a complaint
Any person or business that uses UrPay’s services, or an authorised representative, may make a complaint. If you are acting for someone else, we will need to confirm that you have their authority.
What to expect
- We acknowledge your complaint within one business day, and tell you who is handling it.
- We assess and investigate — we review what happened and gather the relevant information.
- We respond with our findings and a proposed resolution, or explain why we cannot resolve the matter in the way you have asked. We aim to do this within 30 days.
- We close the complaint once you have accepted the resolution and any agreed actions are complete, or if we have not heard back from you after three months.
Serious complaints. Complaints involving an extended service outage, a suspected data or privacy breach, financial loss, incorrect or unauthorised payment processing, or suspected fraud are treated as a priority and escalated to senior management. If you think your complaint is of this kind, please say so when you contact us — if in doubt, treat it as serious.
If you are not satisfied with our response
Payment disputes
If your complaint is about a specific card payment — for example, you believe it was unauthorised, or goods or services were not supplied — you may also contact your bank or card issuer, which can raise a dispute on your behalf.
Privacy complaints
If your complaint is about how we have handled your personal information, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au/privacy/privacy-complaints or on 1300 363 992.
We encourage you to contact us first. Most complaints can be resolved quickly and directly.
Changes to this policy
We review this policy regularly. Changes will be published on this page with an updated effective date.