We are delighted to have won the Canstar Award for Outstanding Value in International Money Transfers for the 2nd consecutive year.

Complaints policy

WorldFirst is committed to providing a competitive and efficient service 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

Complaints Department
World First Pty Ltd
Level 7
33 York Street
Sydney
NSW 2000

Tel: (02) 8298 4937

Email: complaints.aus@worldfirst.com

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.

We will deal with any information that you provide us with confidentiality and it is subject to our Privacy Policy.

External Review

If you are not satisfied with the outcome of your complaint, you can contact the Financial Ombudsman Service (FOS). 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 WorldFirst.

Financial Ombudsman Service contact information

Financial Ombudsman Service Limited
GPO Box 3
Melbourne VIC 3001
Australia

Tel: 1800 367 287

Email: info@fos.org.au

Website: www.fos.org.au

World First Pty Ltd is a designated remittance provider with the Australian Transaction Reports and Analysis Centre (AUSTRAC), remittance sector registration number: IND100192523-001. Regulated by the Australian Securities and Investments Commission (ASIC), Australian Financial Services Licence (AFSL) number 331945. Australian Company Number (ACN) 132 368 971. Member of the Financial Ombudsman Service membership number 13405.

Up to seven times cheaper messaging is based on transfers for sums of AUD100k and AUD200k and the transfer directions include AUD to GBP, AUD to USD, AUD to EUR, AUD to NZD and AUD to SGD. Fees not included. Please refer to our disclaimer for further details.