We are committed to resolving any complaint you may have. Complaints can be received in several different ways:

We will do all that we can to process your complaint in a transparent and efficient manner. Our representative will be in contact with you regarding your complaint and will let you know who will be assisting you, their contact details and the expected resolution date of your issue within 48 hours of receiving it, however, where this is not possible, we will acknowledge it as soon as practicable.

If the issue is a more complicated one, we may ask you for additional documentation to help resolve the issue. In turn, we will keep you updated on the progress of your complaint. We will also keep a record of your complaint.

We will do all that we can to resolve your complaint as quickly as possible. Where we can’t resolve the issue immediately, we will let you know:

We aim to address most issues within five business days, however, if we can’t do that, we will provide you with a final response within 30 calendar days after receiving your complaint. Where we are not able to resolve the issue and provide you with a final response within the timeframes above, we will let you know:

Tyro Health Pty Ltd is a subsidiary of Tyro Payments Ltd and you may choose to contact Tyro of your complaint. Tyro’s Customer Resolution Process can be found here.

If you are still unhappy

If you are not satisfied with our response or handling of your complaint, you can contact the Australian Financial Complaints Authority (AFCA) for an external review. The AFCA offers a free independent dispute resolution service to resolve complaints where that complaint falls within their terms of reference and can be contacted via:

When you contact us we may record our phone conversation and take notes. Any information we might collect is subject to our Privacy Policy. If your complaint involves the privacy of your personal information and cannot be resolved by us or AFCA, you can lodge a complaint with the Office of the Australian Information Commissioner via:

If you have any questions, click on the pink chat bubble on our website or email our Customer Support team.