Contact and Complaints

At Go Unbanked, we are committed to providing excellent service and ensuring your satisfaction. We understand that sometimes things don’t go as planned, and we aim to make it easy for you to get in touch and resolve any issues promptly and fairly.

How to Contact Us

You can reach our customer support team through:

Email: start@gounbanked.com
Hours: Monday to Friday, 9:00 AM – 5:00 PM (AEST)
Country of Operation: Australia


How to Make a Complaint (Australian Consumer Law Compliant)
We take all complaints seriously and aim to resolve them fairly, transparently, and efficiently in line with your rights under the Australian Consumer Law (ACL).

If you have a complaint, please follow these steps:

Step 1: Contact Us Directly 

Please send your complaint via email. Include:

– Your name and contact details
– The date the issue occurred
– A clear description of the problem
– Any relevant order numbers, product names, or supporting documentation


Step 2: Acknowledgement 

We will acknowledge receipt of your complaint within 2 business days.


Step 3: Investigation 

We aim to investigate your concern thoroughly and fairly within 10 business days. If we need more time, we’ll let you know and explain the reason.


Step 4: Resolution

After completing the investigation, we will contact you to explain our findings and propose a fair solution. Remedies may include:

– A refund (where applicable)
– A replacement
– A repair
– Or another outcome appropriate under the ACL


Step 5: Escalation
 
If you’re not satisfied with the outcome, you can request the matter be escalated to a senior team member for further review.


Your Rights Under Australian Consumer Law

As an Australian consumer, you are entitled to the following guarantees:

– Goods must be of acceptable quality
– Goods and services must be fit for their intended purpose
– Goods and services must match the description or sample provided
– Services must be delivered within a reasonable timeframe (unless otherwise agreed)

If our goods or services fail to meet a consumer guarantee, you may be entitled to a repair, replacement, refund, or compensation, depending on whether the issue is considered major or minor.

For more information, visit the Australian Competition and Consumer Commission (ACCC):
🌐 www.accc.gov.au


We’re Here to Help

We are committed to upholding your rights and delivering a fair and transparent experience for every customer. If you have questions or concerns, please don’t hesitate to reach out.