Complaints Policy

Procedure

All complaints and disputes in relation to the MoneyGram Money Transfer (online) service should be dealt with in accordance with the Complaints Procedure outlined below. Please note: If your complaint relates to a MoneyGram branch agent, please submit your complaint directly to MoneyGram International here.

1          Should you have reason to complain about our service, please speak to your usual contact at OzForex in the first instance. Our staff will be pleased to help and complaints can often be resolved at this early stage.

2.         If your concerns cannot be resolved at the first point of contact, the matter should be referred to our Compliance Manager at compliance@money.moneygram.com.au.

At this stage, we will ask you to set out your complaint in writing providing as much detail as you can so that our Compliance Manager can fully investigate your complaint. They will then contact you with the results of their findings.

3.         If your complaint cannot be resolved to your satisfaction by our Complaints Manager, you should refer the matter to the Financial Ombudsman Service ("FOS") for determination in accordance with its rules.

4          If the dispute or difference does not fall within the rules of the FOS, the dispute or difference must be submitted by you to arbitration in accordance with and subject to the Institute of Arbitrators and Mediators of Australia Expedited Commercial Arbitration Rules, and, to the extent permitted under those rules, the Arbitrator will be a person recommended by the New South Wales Chapter of the Institute of Arbitrators and Mediators of Australia.

Internal Complaints Handling

Please contact the Client Support Services Department on 1300 437 802 or

+61 2 8037 5390 for further information as to how complaints are handled by us internally.

Financial Ombudsman Service

The FOS is an independent organisation set up to resolve disputes between consumers and financial firms such as ourselves. Please note that the FOS will only investigate cases once we have been given the opportunity to resolve your complaint internally. You may lodge your complaint with the FOS by sending the necessary documents and information to:

Financial Ombudsman Service Limited
GPO Box 3
Melbourne, Victoria, 3001 Australia
Telephone           (03) 9613 7366
Fax                        (03) 9613 6399

Debt Recovery Action

Please note that nothing in this policy prevents us from taking immediate legal action in a court for recovery of any sums you may owe us.

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Disclaimer - The MoneyGram Money Transfer service is provided in Australia by OzForex Limited (ABN: 65 092-375-703) (trading as "OFX").

IMPORTANT: This information has been prepared for distribution over the internet and without taking into account the investment objectives, financial situation and particular needs of any particular person. OFX makes no recommendations as to the merits of any financial product referred to in this website, emails or its related websites. Please read our Product Disclosure Statement and our Financial Services Guide.

DISCLAIMER: Where information is provided on this website, it has been prepared by OFX without considering the investment objectives, financial situation and particular needs of any person. Before acting on any general advice on this website, you should consider its appropriateness to your circumstances.
This website contains information obtained from sources believed to be reliable and has been prepared in good faith and with all reasonable care. OFX makes no warranty, express or implied, concerning the suitability, completeness, quality or exactness of the information and models provided in this website.
Neither OFX, its related entities, nor MoneyGram Payment Systems, Inc.(“MoneyGram”), and its related entities, nor any of OFX's providers of information, have any liability to the user, or any other third party, for the accuracy of the information or models contained in this website, or for any errors or omissions therein, nor will OFX or any of its providers of information have any liability for the use, interpretation or implementation of the information or models contained herein by any person.
OFX will pay MoneyGram a referral fee, and MoneyGram’s representatives may receive commission in relation to transfers you conduct using the MoneyGram Money Transfer service.
OFX is regulated in Australia by ASIC (AFS Licence number 226 484) © 2015 OzForex Limited ABN 65 092-375-703