Travel Money Oz Complaints process

By arrangement, and as detailed in the Product Disclosure Statement, Mastercard 
Prepaid handles complaints on the Travel Money OZ card program.

If you have a complaint, you can contact Mastercard Prepaid by: 

• phone – 1800 098 231 (+44 207 649 9404 outside of Australia, call charges apply) or refer to additional contact details listed at www.travelmoneyoz.com
• email – write to: prepaidmgmt_servicequality@mastercard.com

Mastercard Prepaid will handle complaints in accordance with the following 
process. 

We will acknowledge your complaint promptly, either verbally or in writing, and do our best to resolve it straight away. If we can’t resolve your complaint within 5 business 
days, we will provide you with a written response providing the final outcome no later 
than 30 days. We aim to resolve all complaints within 21 days. However, in some cases it may take up to 30 days. Your complaint may take a little longer to assess if we need more information or if your complaint is complex. In all cases, we’ll keep you updated on the progress. 

You can ask for information about how we manage complaints in alternative formats and languages upon request by calling 1800 098 231. If you have a hearing or speech impairment, you can access additional support through the National Relay Service on 1300 555 727. 

If you are not satisfied with our response, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides free and independent financial services complaint resolution and can be contacted on 

Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call) 
Mail: GPO Box 3, Melbourne VIC 3001

Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

Mastercard Prepaid Management Services Australia Pty Ltd (ABN 47 145 452 044, AFSL 386 837) arranges for the issue of the Currency Pass in conjunction with the issuer, EML Payment Solutions Limited ('EML') ABN 30 131 436 532 , AFSL 404131.

You should consider the Product Disclosure Statement for the relevant product available at Travel Money Oz's website and the Target Market Determination available at EML Target Market Determinations before deciding to acquire the product. Any advice does not take into account your personal needs, financial circumstances or objectives and you should consider if it is appropriate for you.

Mastercard and the circles design are registered trademarks of Mastercard International Incorporated.

Exchange rates for initial loads and subsequent reloads made using methods available via Travel Money Oz's website will be set at the prevailing exchange rate set out at Travel Money Oz's website at the time of your request, provided you settle the transaction within four hours. Different exchange rates apply for loads initiated using other methods. If you initiate a load or reload other than via Travel Money Oz's website, the exchange rate applied will be the prevailing exchange rate at the time the payment is processed and the funds are received into your facility. For more information on how exchange rates are set and applied, please see the Product Disclosure Statement.