Free to complain
We never charge a fee to make a complaint, to escalate it, or to receive our response.
COMPLAINTS & DISPUTE RESOLUTION POLICY
If something goes wrong,
we put it on the record.
How to raise a complaint or dispute a transfer with PorteCash Pty Ltd (ACN 703 381 748), how fast we respond, how we investigate, and where you can go if you are not satisfied. Published. Effective 31 October 2026. Version 2026-10-31.
OUR COMMITMENT
Every complaint is heard,
tracked and answered.
A complaint is any expression of dissatisfaction about PorteCash, our service, a transfer, or how we handled an earlier complaint, where a response is expected. You do not need to use the word "complaint". This policy applies to personal and business customers, and to people who receive money through PorteCash.
A reference every time
Each complaint is recorded with its own reference, a received time and a final-response deadline that our team can see from the first minute.
Decided on evidence
We investigate using our own ledger and the records of our payment partners. A provider's message on its own is never treated as the final answer.
Fair to everyone
Complaining never affects how we treat you. We handle each complaint objectively and in plain language.
HOW TO COMPLAIN
Two ways to reach us,
one record.
Both routes create the same tracked complaint. Using the app is fastest because your complaint is acknowledged with its reference the moment you submit it.
In your PorteCash account
Sign in, open Support and start a new complaint (in a business account, a new support case). Pick the category that fits, describe what happened, and submit. You will see your reference, the status and every reply in the same complaint thread, and you can add information at any time until the complaint is closed.
By email
Email support@portecash.com with "Complaint" in the subject. We record your email complaint in the same system, with its deadline running from the time we received your email, and reply with your reference. If you have an account, you can then follow it under Support.
WHAT TO INCLUDE
Help us find it
the first time.
Only include what we need. Never send your password, PIN, one-time code or full card number to anyone, including us.
Who you are
Your name and the email address on your PorteCash account, so we can match the complaint to your account. If someone is complaining for you, tell us who they are and confirm you agree.
Which transfer
The transfer or quote reference, the date, the amount and currency, and the destination. For a recipient problem, the recipient details you entered.
What went wrong
What happened, what you expected to happen, and what you would like us to do to put it right. Screenshots or receipts help, but are not required.
TIMELINES
What happens,
and by when.
These are PorteCash commitments. Every complaint carries a final-response deadline that our support team tracks. If the deadline approaches, the complaint is flagged; if it passes, it is escalated internally automatically.
| Stage | What we do | Our commitment |
|---|---|---|
| Acknowledgement | Confirm we have your complaint and give you its reference. | Immediately when you complain in the app. Within 2 business days of receiving an email complaint. |
| Investigation | Review your account, the transfer, our ledger and partner records. We may ask you for more information. | Updates in your complaint thread as the investigation progresses. |
| Final response | Tell you, in writing, what we found, what we decided and why, and what we will do to put things right. | Within 30 calendar days of receiving your complaint. |
| If we need more time | Tell you why, what is outstanding, and when to expect our answer, together with your external options. | Before the 30-day deadline passes. |
If we ask you for information we need to decide the complaint, the 30-day period pauses until you reply and resumes as soon as you do. We tell you when that happens. Where we can resolve a complaint to your satisfaction sooner, we do.
TRANSFER DISPUTES
When a transfer
is not right.
Raise any of these as a complaint and quote the transfer reference. Payment states are kept separate: a partner confirming a payout is not settlement, and an unknown outcome is never treated as paid.
Wrong recipient
Tell us as soon as you notice. If the transfer has not yet been submitted to the payout partner, we try to stop it. If it has, we ask the payout partner to help recover it, but recovery cannot be guaranteed once funds reach the recipient. If the error was ours, we put it right.
Delayed transfer
We check where the transfer is in its journey, from payment to submission to the partner's payout, and tell you what is holding it and what happens next. A compliance review can pause a transfer before it is submitted.
Unresolved partner outcome
If we cannot yet confirm whether a payout partner received a transfer, we do not retry it, send it another way, or create a second payment. We resolve it from evidence: the partner's status, a signed notification, or a documented manual check. Your complaint stays open until it is resolved.
Refunds
Where we agree a refund is due, it is made through our approved refund process and recorded in our ledger. We tell you the amount, the currency and how it will reach you. The time your card issuer or bank takes to show it is outside our control.
Returned funds
A payout partner can return a transfer it could not complete. We confirm the return with evidence before the money is treated as back with us, then tell you what happens next, including any refund that is due.
Unauthorised payment
If you did not make or approve a transfer, contact us immediately and change your password. We investigate, act to protect your account and any transfer that has not yet been submitted, and tell you the outcome in writing.
Security or compliance restriction
We may hold a transfer or restrict an account for security, fraud or legal reasons. You can complain about a restriction. We explain what we can; where the law prevents us from giving a reason, we tell you that we cannot.
Fees, rates and amounts
If an amount, fee or rate does not match your quote, we compare the transfer with the quote you accepted. A partner fee that was not on the quote is not taken from you.
Service and account issues
Access problems, identity checks, recipients, or how our team treated you: these are complaints too, and they follow the same timelines.
HOW WE INVESTIGATE
The ledger is
the record of truth.
Every movement of money at PorteCash posts balanced, immutable entries to our ledger. When you complain about a transfer, we trace it through that ledger and the partner's records, so the answer rests on evidence rather than on assumptions.
Our support team cannot change a balance. Any correction is made through an approved financial process as a new, compensating ledger entry, never by editing an existing record.
The transfer's full historyEvery status change, with its time and reason
Ledger entriesAvailable, pending and reserved funds kept distinct
Partner evidenceStatus checks and signed notifications from payout and card partners
Partner escalationWhere a partner must act, we raise it with them and record their reference
A written outcomeUpheld, not upheld, or no action needed, with our reasons
ESCALATION
If you are not satisfied,
you have options.
You can escalate inside PorteCash at any time, and you keep any right you have to go outside PorteCash.
Inside PorteCash
Reply in your complaint thread, or email us quoting your reference, and ask for the complaint to be escalated. Complaints that reach their deadline are escalated internally automatically.
Outside PorteCash
If you are not satisfied with our final response, or we have not responded within 30 days, you may contact the financial regulator, financial ombudsman or consumer protection body that covers you in your country. For a privacy complaint, the Privacy Notice explains your rights.
Your rights stay yours
Nothing in this policy limits any statutory right you have. Questions about our regulatory arrangements? Contact compliance at support@portecash.com.
RECORDS & EXTRA SUPPORT
Kept carefully,
handled with care.
We keep complaints in a secure, access-controlled system, and we adjust how we communicate when you need us to.
Record keeping
For each complaint we keep its reference, category, your messages and ours, every status change, the deadline, any partner escalation and the outcome. Each change is recorded in an audit trail with who made it and when. Records are kept for as long as financial and dispute records must be kept, as set out in the Privacy Notice, and are used to improve our service.
If you need extra support
Tell us if illness, disability, age, language, bereavement, financial hardship or anything else makes it harder to raise or follow a complaint. We can explain things more simply, give you more time, or deal with someone you trust to act for you once you have confirmed it. Telling us is optional and only used to help you.
MAKE A COMPLAINT
Tell us
what happened.
Use Support in your PorteCash account for a reference straight away, or email us. Both routes are tracked under this policy.
Complaints & disputes
Email the PorteCash support team. Include your transfer reference if you have one.
Email PorteCash Please do not send passwords, PINs, one-time codes or full card numbers. This policy sits alongside the Terms and the Privacy Notice.THE NEXT MOVE
Visit help centre Questions before you complain?
The help centre answers common questions about transfers, timing and accounts.