Frequently Asked Questions

We’re always pleased to hear when we’ve made a positive difference. If a member of our team helped make your experience easier, faster, or more seamless, we’d love to hear about it.

Your feedback helps us recognise team members who go above and beyond for our customers. We’ll share your compliment with the individual or team involved and use your feedback to help us continue improving the customer experience.

You can share your feedback by contacting our Customer Care team through the Western Union website or app, or by phone on 1800 173 833. If you’re calling from outside Australia, please call +61 2 9226 9222.

To help us recognise the right person or team, please include as much detail as possible, such as:

Your name and contact details
The name of the employee or team (if known)
The Western Union location involved (if applicable)
A description of your experience
The date and location of the interaction
Any specific actions that made a positive impact

Thank you for taking the time to share your experience. Your feedback helps us celebrate great service and recognise the people who make a difference for our customers every day.

If you’re unhappy with a Western Union product, service, process, or experience and would like us to investigate, respond, or resolve the issue, we’ll treat it as a complaint.

We’ll listen to your concerns, work to understand what happened, and aim to resolve the matter as quickly as possible, ideally during our first interaction. Our goal is to provide a fair, timely, and customer focused resolution.

At Western Union, our customers are at the heart of everything we do. If you’re dissatisfied with a product, service, or experience, we encourage you to let us know so we can review your concerns and work towards a resolution.

There are several ways to lodge a complaint with Western Union.

Online
Log in to chat with our Customer Care team through the Western Union website or mobile app.

By Phone
General Customer Support:
Within Australia
1800 173 833
Outside Australia
+61 2 9226 9222
These services are available 24 hours a day, 7 days a week.

Mail
Western Union Customer Service Centre
PO Box Q1522
QVB Post Office, Sydney NSW 1230

To help us investigate your complaint as efficiently as possible, please provide:

Your full name
The phone number and email address associated with your account
Your Money Transfer Control Number (MTCN), if available
A description of the issue or concern
The date the issue occurred or was first identified
The outcome or resolution you’re seeking

Providing as much relevant information as possible will help us better understand your concerns and work towards a timely resolution.

Yes. You can appoint someone aged 18 or over to manage your complaint on your behalf, such as a friend or family member, legal representative, accredited advocate, or financial counsellor.

If you’d like us to communicate with a representative on your behalf, you’ll need to provide your authorisation. Once we have received and verified your authorisation, we’ll work directly with your nominated representative regarding your complaint. In some circumstances, we may need to request additional information to confirm their authority to act on your behalf.

Once you submit a complaint, we’ll acknowledge receipt and begin reviewing the information you’ve provided.

We’ll assess your concerns, investigate the issue, and work with you to reach a fair and appropriate resolution. Many complaints can be resolved during your first contact with us or within a few business days, although resolution times may vary depending on the nature of the complaint and the product or service involved.

We’ll keep you informed throughout the process and provide a final response as quickly as possible and no later than 30 calendar days from receiving your complaint. If we’re unable to resolve your complaint within 30 days, we’ll explain the reason for the delay, let you know when you can expect an outcome, and continue to provide updates on our progress.

No, there is no cost related to raising a complaint with Western Union, we’re here to help.

Please feel free to reach out to our Customer Care team with any concern that you may have and our team will provide you with the required support

If you are not satisfied with our response, or if we do not resolve your complaint within 30 calendar days from receipt, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides a free and independent dispute resolution service, time limits may apply.

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