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Complaints Process

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

How to make a complaint

Phone 1800 760 137
Email Visit and click Contact
Write Write to: Square AU Pty Ltd, GPO Box 1640 Melbourne VIC 3001

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 send you an acknowledgement within 5 business days of receipt and tell you when we will be able to resolve it.
Final Response We will provide you a final response in writing within 30 working days and no later than 45 calendar days of receipt. 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.

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 45 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).

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