Infiniti Realty Centrepay Complaints Process
Centrepay Complaints Process (Compliant with clause 18.1 of Centrepay: Terms of Use and clause 4.6 of Centrepay: Policy for Businesses)
We value your feedback. If you have a complaint about our use of Centrepay (e.g., deduction amounts, setup, errors):
1. How to Complain to Us:
o Email: [email protected]
2. What Happens Next:
o We acknowledge your complaint within 2 business days.
o We investigate and aim to resolve within 10 business days (or escalate if complex).
o You'll receive a written response with our decision and any actions.
3. If Not Resolved:
o Escalate to Services Australia (Centrepay team): Call 1800 044 063 or email [email protected] (for tenant issues, tenants can contact directly).
o Other options: NSW Fair Trading (13 32 20), NSW Civil and Administrative Tribunal (NCAT) for tenancy disputes, or the Australian Financial Complaints Authority (AFCA) if applicable.
4. Record Keeping:
o All complaints logged with date received, details, actions, resolution date.
o Records kept for at least 7 years and available on request.
This process is available on our website https://www.infinitirealty.com.au or by request.
Rola Kazzi
Director / Licensee-In-Charge