Resolve a Complaint
If you feel let down while using Up, we want to know so we can make things right
We’re listening
If you have a complaint, our team is here to help.
Here’s how you can reach out to our team:
In-app
Talk to UsTalk to Us
Email us
support@up.com.auCall us (9am - 5pm Victorian time)
1300 002 258
When you raise a complaint:
- We’ll be objective, proactive and work with you to try and find a solution that's fair and reasonable.
- Your complaint will be documented, investigated and used to improve the experience for you and all Upsiders.
National Relay Service
Users who are deaf or have hearing or speech impairment can call through the National Relay Service:
TTY
users phone 133 677 then ask for 1300 002 258
Internet relay
users connect to the National Relay Service and then ask for 1300 002 258
Speak and Listen (speech-to-speech relay)
users connect to the National Relay Service and then ask for 1300 002 258
Translating and Interpreter Services
If English isn’t your first language, you can access a free interpreter service through Translating and Interpreter Services (TIS). This service is available in over 150 languages and is provided by the Department of Home Affairs. Please let us know if you would like us to arrange this service for you.
We also have a guide available in an Easy English format, explaining the complaints process in a plain language that is concise and easy to understand.
If you’re unhappy with the resolution
If you’re not satisfied with our response to your complaint, you have the option to refer your complaint to the relevant external dispute resolution scheme.
Australian Financial Complaints Authority (AFCA)
AFCA provides fair and independent financial services complaint resolution that is free to customers. You can contact AFCA:
In writing
GPO Box 3, Melbourne VIC 3001
Phone
1800 931 678Email
info@afca.org.auWebsite
https://www.afca.org.au
Note: Time limits may apply to escalate complaints to AFCA. We recommend you act promptly and consult the AFCA website for further info.
Office of the Australian Information Commissioner (OAIC)
If you’re not satisfied with our response to a complaint about how we handle your personal information, you can contact the OAIC:
In writing
GPO Box 5218, Sydney NSW 2001
Phone
1300 363 992Email
enquiries@oaic.gov.auWebsite
https://www.oaic.gov.au
This charter and related links form our policy on Customer Feedback Management and is supported by detailed procedures covering approach, responsibilities, monitoring, improving the customer experience and reporting.
eSafety Commissioner
If you're not satisfied with our response to a complaint relating to online safety issues, you can contact the eSafety Commissioner.
The eSafety Commissioner is Australia's national independent regulator and educator for online safety, established to protect Australians from serious online harms such as cyberbullying, image-based abuse, and illegal content.
- Website: https://www.esafety.gov.au/report
You can find our policy on Customer Feedback Management including procedures covering approach, responsibilities, monitoring, improving the customer experience and reporting. You can also view our Code of Conduct
Last updated: 30 May 2025