Dispute and Complaint Handling Policy
Cash Express Pty Ltd
ABN 84162727960
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1. Purpose
Cash Express Pty Ltd is committed to providing secure and compliant remittance services. This policy outlines how we manage and resolve customer complaints and disputes fairly, professionally, and in accordance with the Australian Consumer Law, AUSTRAC regulations, and the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (AML/CTF Act).
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2. Scope
This policy applies to all complaints raised by individuals or businesses regarding:
• Delays or errors in remittance transactions
• Issues with identity verification
• Incorrect beneficiary details or payment failures
• Unauthorised activity or suspected fraud
• Customer service or privacy concerns
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3. Customer Rights
Customers of Cash Express Pty Ltd have the right to:
• Lodge a complaint free of charge
• Have their concerns handled fairly and promptly
• Receive clear communication throughout the process
• Have personal data protected at all stages
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4. How to Lodge a Complaint
Complaints can be submitted through the following methods:
• Email: money@cashexpress.net.au
• Phone: 03 93621010 / 0393645792
• Post: Cash Express Pty Ltd
3 839 High Street Epping
Victoria 3076, Australia
Please include the following details when lodging a complaint:
• Your full name and contact information
• Transaction reference number or Customer ID (if applicable)
• A description of the issue
• Any relevant supporting documentation
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5. Complaint Handling Procedure
Step Action
Acknowledgement Complaint will be acknowledged within 2 business days.
Investigation Our team will review and investigate the complaint.
Resolution We aim to resolve all complaints within 10 business days. Complex cases may take longer; in such cases, we will provide regular updates.
Documentation All complaints and outcomes are recorded and securely stored for at least 7 years, in compliance with AUSTRAC regulations.
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6. Escalation and External Assistance
If a complaint cannot be resolved directly, customers may seek advice or support from consumer protection authorities, such as:
• Consumer Affairs Victoria
Website: www.consumer.vic.gov.au
Phone: 1300 55 81 81
• Australian Competition and Consumer Commission (ACCC)
Website: www.accc.gov.au
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7. Privacy and Confidentiality
All personal information collected during the complaints process is handled in accordance with the Privacy Act 1988 (Cth). Information is only used for the purpose of investigating and resolving the complaint or meeting legal obligations.
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8. Continuous Improvement
We regularly review all complaints and outcomes to improve service quality and ensure ongoing compliance with legal and regulatory requirements.
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Cash Express Pty Ltd
ABN: 84162727960
Email: money@cashexpress.net.au
Location: 3 839 High Street Epping Victoria 3076, Australia
Website: https://cashexpress.net.au