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Complaints Policy

At Square, we are committed to providing you with the best services at all times. In the unlikely situation you are dissatisfied, please contact us as soon as possible.

What is a complaint

Square we see a complaint as an expression of dissatisfaction made to or about Square AU, related to Square AU’s products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required. 

Complaints may be received in a variety of forms e.g. in a letter, by email or by telephone and through posts on a social media channel/account owned or controlled by Square AU. This is where the author is identifiable and contactable and where the post meets the definition of complaint.

How to make a complaint

Phone 1800 760 137
Email complaints-au@squareup.com
Write to Square AU Pty Ltd, Queen & Collins Tower, Lv. 8, 376-390 Collins Street, Melbourne VIC 3000

How Square will handle your complaint

Quick Resolution We’ll work to resolve your complaint as quickly as possible during our initial contact.
Acknowledgement If unable to resolve your complaint instantly, we’ll provide an acknowledgement at the time of complaint or within 24 hours or one business day of receipt if needed.
Final Response We will provide you with a final response in writing within 30 working days or 21 days for loan hardship matters. If we are unable to resolve your complaint within this timeframe, you’ll receive an email explaining the reason, when you can expect a resolution and details of the relevant external dispute resolution scheme to which you can complain.
Complex Complaints We understand that sometimes cases may take a little longer due to unexpected complexity. If this is the case we aim to get back to you prior to the expiry of 30 days or 21 days for loan hardship matters and provide feedback as to why we require more time.

How we can help if you’re experiencing challenging circumstances 

If you’re dealing with challenging and stressful circumstances, such as financial hardship, a crisis, unemployment, and/or the risk of domestic and family violence, we’re here to help. 

When you make your complaint, please let us know what you’re going through, so we can give you the support you need while we get to work.

If you remain dissatisfied

Our aim is to resolve all complaints fairly and promptly. However, if you are dissatisfied with our suggested resolution, or if 30 days have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Australian Financial Complaints Authority (AFCA). The details are as follows;

Website:           www.afca.org.au

Email:               info@afca.org.au

Phone:              1800 931 678 (free call)

In writing:      Australian Financial Complaints Authority — GPO Box 3, Melbourne VIC 3001

Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

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