Complaints Policy

Resolving Complaints

Cohort Go Payments has internal and external dispute resolution processes in place to address enquiries and complaints.

Cohort Go Payments is committed to providing you with the highest standard of service. If you have a concern or complaint we encourage you to contact us so that it can be resolved.

Complaints Procedure

We only collect, hold and use personal information about you which is necessary for us to provide, administer, customise, improve and promote our products and services to you. We may also collect personal information to comply with the law, such as anti-money laundering and counter terrorism financing rules.

How do we collect personal information?

Step 1 Contact us

If you have a concern or enquiry, please contact us by emailing support@cohortgo.com or calling us on + 61 7 3333 1522. Our staff will be pleased to assist you and endeavour to resolve your enquiry immediately.

Step 2 Internal Investigation

If you are not satisfied with the outcome of your enquiry, or we are unable to resolve your concerns immediately, you are welcome to lodge a complaint. The matter will be referred to our Compliance Officer. We will ask you to set out your complaint in writing, providing as much detail as possible so that the Compliance Officer can fully investigate the issue. They will then contact you with the results of their findings within 45 days of your original complaint.

Step 3 External Review

If the complaint has not been resolved to your satisfaction, you may refer the matter to the Credit Ombudsman Service Limited (COSL) for determination in accordance with its rules. COSL is an independent external dispute resolution scheme. COSL details are as follows:

Ombudsman Service Limited
PO Box A252
Sydney South NSW 1235
Australia
Telephone 1800 138 422
Fax (02) 9273 8440
Website: www.cosl.com.au
Email: info@cosl.com.au

Financial Services Complaints Limited (FSCL)
Level 4, 101 Lambton Quay
Wellington 6145
New Zealand
Telephone 0800 347 257
Fax (04) 472 3728
Website: www.fscl.org.au
Email: info@fscl.org.nz | complaints@fscl.org.nz