Australian Currency Services is committed to providing a competitive and efficient service to its customers. Your feedback is important to us. Please let us know if you are not satisfied with a product or service we have provided. We have simple and clear procedures in place to set out how we will deal with any complaints you may have.
Our complaint process
When you make a complaint with us we will: acknowledge your complaint and make sure we understand the issue; try our best to resolve the issue; keep you informed throughout; maintain a record of your complaint; provide you with details including contact person’s name and reference numbers for you to follow up in case you want to and give you a final response within 45 days (most complaints can be resolved within a few days).
You can make a complaint by a way that is most convenient to you which includes either calling us, emailing us or writing to us.
Our contact information
Australian Currency Services
World First Pty
261 George Street
Telephone: 1800 883 690
The investigation into your complaint will commence as soon as possible with the aim to resolve the matter as quickly as possible, keeping you regularly informed. A final response will be provided to you explaining the assessment of your complaint to you, along with any remedial action or redress. Measures to improve any systems or processes may be made where necessary.
If you are not satisfied with the outcome of your complaint, you can contact the Financial Ombudsman Service (FOS). Australian Currency Services is provided by World First Pty Ltd (FOS member number 13405). Please note that before FOS will deal with your complaint, they generally require that you have provided us with the opportunity to address the complaint by first making the complaint with Australian Currency Services.
Financial Ombudsman Service contact information
Financial Ombudsman Service Limited
GPO Box 3
Melbourne VIC 3001