AUDD Digital Knowledge Base | Help for your AUDD Digital Account

Help for your AUDD Digital Account

Need Help? Here’s How to Get Support or Make a Complaint.

Auddrey

Last Update 1 年前

We’re here to help. Whether you’ve got a question, a technical issue, or a concern, our team is ready to support you. Here's how we handle support and complaints - and what you can expect from us.

Your Right to Get Support

If you’re experiencing an issue, have a question about your account, or need help with a transaction, you have every right to contact us and expect assistance. Our support team is here to help you resolve problems quickly and fairly.

How to Contact Us

If the AUDD Knowledge Base or our friendly AI chatbot Auddrey isn't able to assist with your query, you can lodge a support ticket in one of two ways:

Via our Support Ticket Portal
By emailing [email protected]

Each ticket is logged and tracked until it's resolved.

How We Prioritise and Respond

We aim to respond to all enquiries within a timely manner, based on the urgency of your request.

Critical issues (like failed deposits or withdrawals) are treated as high priority.
General questions may take a little longer, but we’ll always keep you in the loop.

If something’s urgent, let us know in your request - our team will act accordingly.

Escalating an Issue to a Complaint

If you’re not happy with how your support request is being handled, you can ask for it to be escalated as a formal complaint.

Once escalated, your matter will be reviewed by a senior staff member, and will respond in writing to your request.

Still Not Satisfied? You Can Contact AFCA

If we haven’t resolved your complaint within 30 days, or you’re unhappy with the outcome, you can escalate it to the Australian Financial Complaints Authority (AFCA) - an independent body that helps resolve financial disputes at no cost to you.

AFCA Contact Details:
Website: www.afca.org.au
Phone: 1800 931 678
Email: [email protected]
Mail: GPO Box 3, Melbourne VIC 3001

AFCA is completely independent and will assess your complaint fairly.

What We Expect from You

To help us resolve your issue quickly:

Provide accurate and complete information when asked - this helps us understand and fix the problem.
Be respectful. We know issues can be frustrating, but we do not tolerate abuse, threats, or foul language toward our staff. Doing so may result in restricted support or termination of service.

If you're ever unsure about the process, just ask. We’re here to support you - and if we can’t help, we’ll make sure you know exactly who can.

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