At Digital Surge, we're committed to providing a great experience, but we know that sometimes things don't go to plan. If something's fallen short, we want to hear about it, and we'll do our best to make it right.
Start with our live chat support team
The quickest way to get things sorted is to reach out to our support team directly.
They can usually resolve most issues on the spot without needing to go through a formal complaints process.
You can reach them by starting a live chat via our website or app.
How to make a complaint
You can submit a complaint through:
Live chat — via the messenger on our website or app
Email — contact@digitalsurge.com.au
When you do, let us know:
Your name and contact details
What happened, when it happened, and what outcome you're looking for
What to expect
We'll acknowledge your complaint
We'll confirm we've received it, usually within 1 business day.
We'll review the details
Our team will carefully look at the information you've provided along with any relevant correspondence. During our review, we may get in touch if we need any additional information or documents from you to assess things fairly.
We'll get back to you
We aim to provide a formal response within 30 days. If we're able to resolve things sooner — or if the only reasonable outcome is an explanation or apology — we'll close the complaint at that point rather than wait out the full timeframe.
If we need more time due to complexity, we'll let you know why and give you an updated timeframe.
If you're not happy with our response
You can escalate your complaint to the Australian Financial Complaints Authority (AFCA), an independent body that provides free complaint resolution for financial services consumers.
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: GPO Box 3, Melbourne VIC 3001
Need more help?
If you have any questions, please don’t hesitate to contact our support team.