Contact us

Message us on WhatsApp

Our support team is also on WhatsApp at +61 422 479 895. You can send money on WhatsApp too, with no app to download: see how sending on WhatsApp works.

Making a complaint

Tell us about a complaint as soon as you can, in writing, by email to admin@topratetransfer.com.au. A complaint made by phone must be followed up in writing.

We acknowledge your complaint within 1 business day, investigate it, and respond no later than 30 calendar days after we receive it.

If you are not satisfied with how we have dealt with it, we escalate your complaint internally to senior management.

A copy of our complaint procedures is available on request at the same address.

If we have not resolved your complaint within 30 calendar days, or you are not satisfied with our response, you may seek external dispute resolution: Australian customers may contact the Australian Financial Complaints Authority (AFCA) at afca.org.au or on 1800 931 678, subject to AFCA's eligibility criteria, and New Zealand customers may contact the Financial Dispute Resolution Service (FDRS) at fdrs.org.nz.

Questions about your personal information

For questions about your personal information, contact our Privacy Officer by email at admin@topratetransfer.com.au or by phone on 08 8992 7648.

Report something that doesn't look right

If you see a transfer or account activity you don't recognise, contact our support team straight away.

Tell us if you think your account has been compromised, lost or stolen, or used without your knowledge.

Closing your account

If you can't sign in, email support with the subject "Close my account" and include the mobile number on your account. We check that the request comes from the account holder before we close the account.

Before you get in touch

Many questions about transfers, fees, exchange rates and account verification are answered on these pages:

• Help Centre
• Fees
• Exchange rates
• Where you can send money
• Compare money transfer services
• Security