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Complaints policy

Last reviewed: 16 January 2026

1. Introduction

At Swyftx we are committed to providing our users with exceptional service. We understand that there may be times when things go wrong. We take complaints seriously and are committed to working with you to address your complaint and try to reach a fair resolution together.

This document explains how to make a complaint, what you can expect from us and how long the process will take. It also outlines what to do if you are not satisfied with how we respond to your complaint, or if we haven’t been able to resolve your complaint in the timeframes we promised.

We are committed to making our complaints process free, accessible, and responsive to the needs of our clients, including those who may need additional assistance.

2. What is a Complaint?

A complaint is an expression of dissatisfaction made to or about Swyftx relating to its products or services, employees or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected or legally required.

What is generally NOT a complaint:

Routine enquiries, requests for information, general feedback are typically not considered a formal complaint for the purposes of this policy.

3. How to Make a Complaint

We offer multiple channels for you to submit a formal complaint.

3.1 Lodgement Methods

You can lodge your complaint through any of the following methods. We encourage you to use our LiveChat function first for immediate assistance or general account help.

  • Online Form: Complete the dedicated online complaint form on the Swyftx website.
  • Email: Email the Resolutions team at [email protected]
  • LiveChat: Speak to our Customer Support team via Live Chat on the Swyftx website or mobile app.

3.2 Required Information

To help us investigate and resolve your complaint as quickly as possible, please provide the following details in your complaint:

  • Your Account Details: Your full name and preferred contact details linked to your Swyftx account.
  • Clear Description: What your complaint is about, the date the event occurred, and a clear explanation of what went wrong.
  • Desired Outcome: The resolution you are seeking from Swyftx.

3.3 Appointing a Representative

We understand that you may need assistance managing your complaint.

You may formally appoint a representative (who must be over 18 years old), such as a family member, legal adviser, or financial counsellor, to act on your behalf. If you appoint a representative, you must provide us with their full contact details and a signed letter of authority confirming their power to act on your behalf.

3.4 Accessibility

We can arrange an interpreter to assist you in lodging and managing your complaint where appropriate and practicable. Please let us know if you require assistance.

You can also reach out to the National Relay Service (NRS). To use the NRS you can register here: https://www.accesshub.gov.au/about-the-nrs.

4. How we will deal with your Complaint

Our process is designed to resolve your complaint quickly and fairly.

4.1 Acknowledgement

We will acknowledge receipt of your complaint, either verbally or in writing, generally within one business day of receiving it, or as soon as practicable.

4.2 Investigation

Our Resolutions Team will investigate your concerns, assess the information you provide, and work with you to find a fair solution. We will inform you of our progress and let you know if we need further information.

4.3 Internal Dispute Resolution (IDR) Response

We aim to provide you with a written response to your complaint (IDR Response) within 21 calendar days (but in any event, no later than 30 calendar days) after the day we received your complaint.

The written IDR Response will include the outcome of our investigation and inform you of your right to escalate the matter to AFCA if you are not satisfied with our decision.

4.4 When an IDR Response is not required

We are generally not required to provide a written IDR Response if:

  • Your complaint is resolved to your satisfaction within 5 business days, and you do not request a written response; OR
  • We have provided you with an explanation and/or apology and have confirmed that no further action can be taken to reasonably address your complaint.

4.5 IDR Delay Notification

If we are unable to provide our IDR Response within the abovementioned periods, we will provide you with an IDR Delay Notification and inform you about:

  • The reasons for the delay and why the complaint is taking longer than expected.
  • The new expected date for our response.
  • Your right to escalate your complaint to the AFCA immediately.

5. External Review: Escalation to AFCA

If you are not satisfied with our final decision or if we have not provided you with a response within the required timeframe, you have the right to escalate your complaint to the Australian Financial Complaints Authority (AFCA).

AFCA is independent of Swyftx and provides financial services complaint resolution that is free to consumers.

AFCA Contact Details

  • Website: www.afca.org.au
  • Telephone: 1800 931 678 (free call)
  • Email: [email protected]
  • Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Important Note on AFCA Process:

If you lodge a complaint with AFCA before we have had the chance to complete our IDR process, AFCA will likely refer your complaint back to us to complete our internal process.

6. Privacy

We are committed to protecting your privacy and handling your personal information responsibly and in accordance with the law.

We will manage all personal information collected during the complaint process in accordance with the Swyftx Privacy Policy.