Complaints

Please contact Medipay on the following details to notify us if you are dissatisfied with our services or products.

You can tell us by:
Email: care@medipay.com.au
Telephone: 1800 810 950
In writing to: Suite 3, Level 1, 53 Cross Street, Double Bay NSW 2028

When the complaint is received, Medipay staff will try to resolve your complaint immediately. If this is not possible, Medipay will tell you who will be handling your complaint, their contact details, and the expected resolution date.

We can usually resolve your complaint within 5 business days. If we need to investigate further and thus need more time, we will advise you of the expected resolution date and keep you updated on our progress. During this period further information may be requested from you to assist with our investigation.

If you do not agree with our decision or handling of your complaint or you are unsatisfied with the Medipay response you can contact Australian Financial Complaints Authority (AFCA) who will complete an independent review of our decision:
AFCA:
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001

If you are concerned about your financial position and feel that you are in financial hardship please contact us on the above details. Information on the Medipay Financial Hardship policy can be found here.