Dispute Resolution

Complaints & Dispute Resolution

RESOLVING ERRORS ON ACCOUNT STATEMENTS

If you become aware of any error or unauthorised transaction that relates to your use of your Card, you must contact the eFundraising Group immediately by;

email:	support@efundraisingdirectory.com.au
phone:	07 3303 8666 or by
mail:	eFundraising Group Level 10/24 Eagle St Brisbane Qld 4000

As soon as you can, you must also provide eFundraising Group with the following: (On Claim Form if applicable)
your name and address, account number and Card number;
details of the transaction or the error you consider is wrong or unauthorised;
a copy of the account statement in which the unauthorised transaction or error first appeared;
whether your Card was signed and your PIN secure; and
the dollar amount and an explanation as to why you believe it is an unauthorised transaction or an error.

Communication sent via post will be acknowledged within 5 business days.  If we need to investigate your matter further, we will advise you of what actions we propose to take, and an estimated timeframe. Should there be any changes, we will advise you as soon as possible.

We aim to resolve your complaint within 30 days of your initial communication, whilst keeping you informed with regular updates and informing you of the outcome of our investigations.
If you are not satisfied with the resolution of your complaint, it will then be forwarded to the Customer Service Manager who will then manage your complaint, and communicate with you personally to discuss the resolutions that you have been offered and how a suitable resolution might be reached.

eFundraising Group agrees to fully explore such avenues wherever possible in order to provide you with a satisfactory outcome.