For Tyro’s customers

Visitors Customers Feedback

How can we help?

Accessories order/Terminal loansChange account detailsTechnical difficultiesTerminal paper roll ordersTransaction or settlement queriesOther queries

Merchant ID

Terminal serial number (located at the base of your terminal)

First Name

Last Name

Phone

Subject

Message/Description of issue

Account update request form

Please download the Company and Contact Details Update form and attach signed copy before submitting this request.

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Contact us

Phone: 02 8907 1700

Fax: 02 8907 1777

Support: 1300 966 639

Our Australian-based Customer Support is available 24/7, 365 days a year. Our expert knowledge means your queries get resolved faster.

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Tyro Payments Limited
Level 1, 155 Clarence Street
Sydney NSW 2000
Australia

Tyro complaint resolution process

We will try to process your complaint in a transparent and efficient manner.

We will acknowledge your complaint and ensure we have understood the issue
We will try to resolve it as quickly as possible
We will keep a record of your complaint
Where we can’t resolve the issue immediately, we will let you know:
- When you can expect our response
- The name and contact details of the person handling it
- The case number
We will provide you with a final response within 45 days (we aim to address most issues within 5 business days)
Where we are not able to resolve the issue and provide you with a final response within 45 days, we will:
- Let you know the reasons for the delay
- Provide you with the details of our dispute resolution process

Internal review

If you are not satisfied with the result of this process, you may request an independent review of your complaint by writing to The Complaints Officer, Tyro Payments, Level 1, 155 Clarence St, Sydney, NSW 2000.

External review

In the unlikely event that you are not satisfied with the response provided by our Complaints Officer, you may refer your issue to external dispute resolution. The Financial Ombudsman Service (FOS) offers an independent dispute resolution service at no cost to you. To contact FOS visit – www.fos.org.au, call 1300 780 808 or write to Financial Ombudsman Service, GPO Box 3, Melbourne, VIC 3001.

Protecting your information

When you contact us we may record our phone conversation and take notes. Any information we might collect is subject to our Privacy Policy.If your complaint involves the privacy of your personal information and cannot be resolved by our Complaints Officer or the FOS, you may complain to the Privacy Commissioner on 1300 363 992 or at www.oaic.gov.au.