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 |
| 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 |
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|---|---|
Phone (free call) |
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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.
Accessibility options
If you need support to engage with Square, please feel free to utilise the following services:
Square Support
We have a range of options and messaging services available via our Support Centre.
National Relay Service
| Service | Phone number |
|---|---|
| TTY | Call 133 677 then ask for 1800 760 137 |
| Voice Relay | Call 1300 555 727 then ask for 1800 760 137 |
| SMS Relay | Text 0423 677 767 |
For more information, visit the National Relay Service.
Language options
If English is not your first language, you can access the free National Translation and Interpretation service. This service is available through the Department of Home Affairs — they offer support for over 150 languages.
For more information, visit the Translating and Interpreting Services website.
Vulnerability
If you're facing difficulties due to background, domestic violence, cultural, socio-economic factors that may impact the way you deal with us, please don't hesitate to disclose so that we can amend our service to better support your needs. We are committed to providing you with the necessary assistance and accommodations to ensure your experience with us is positive and empowering.