Frequently asked
questions.

Australian businesses, organisations and individuals, subject to the applicable service, provider requirements, onboarding and eligibility criteria. Monfina Pty Ltd (ABN 49 618 270 572 · AFSL 512986) and Monfina Payments Pty Ltd (ABN 51 674 639 313 · ACN 674 639 313). See Financial Services Guide.

Yes. You can speak with an Australian contact on 1300 907 502 rather than being limited to a chatbot. Where applicable, Monfina can provide a contact for enquiries and service coordination. Support is available during business hours; after-hours messages are typically picked up on the next business day. Response times can vary during peaks, outages and compliance checks.

Fees depend on the service, provider, transaction type and volume. Applicable fees and charges will be disclosed before you proceed. For foreign exchange, the applicable FX rate and any margin, fee or other charge will be disclosed in the applicable quote or transaction documentation before you proceed. Final amounts may include charges from Monfina and/or the relevant service provider. These will be disclosed before you proceed. Any applicable third-party fees, charges, spreads or provider costs will be disclosed or identified before you proceed, where applicable.

We can explain how available options work and what conditions attach to them. Any information or advice on this website or from our team in a general discussion is general advice only. It does not take into account your objectives, financial situation or needs. It is not personal financial product advice. Monfina ensures that persons providing financial product advice on its behalf meet applicable competence and training requirements and are appropriately supervised where required. Consider whether it is appropriate for you and read Monfina’s Financial Services Guide and any applicable Product Disclosure Statement (where required) before deciding. Many clients also speak with their accountant or a personal advice provider.

No. Monfina is not a bank and is not an authorised deposit-taking institution (ADI). Monfina does not offer deposit products of its own. See also Our operating model and the dedicated question below on client funds.

No. Monfina does not receive or hold client funds. Remittance, payment connectivity and foreign exchange funds move through the applicable bank or payment infrastructure under the arrangements disclosed before activation. Monfina arranges applicable services; it does not operate as a deposit-taking institution or client-money account holder for these services.

Contact us. We acknowledge complaints promptly, generally within 24 hours or one business day, or as soon as practicable, verbally or in writing, having regard to your preferred contact method. We provide a written IDR response within 30 calendar days, unless a different RG 271 timeframe applies or we send an IDR delay notification before that timeframe expires. A written IDR response is generally not required if the complaint is closed within five business days because it is resolved to your satisfaction or we can take no further reasonable action (subject to RG 271 exceptions). Email [email protected] or call 1300 907 502. If you are not satisfied, you may escalate to the Australian Financial Complaints Authority (AFCA), free for eligible consumers and small businesses, afca.org.au · 1800 931 678 · quote AFCA membership number 67592. Full details are on our Complaints page.

Fees depend on the service, provider, transaction type and volume. Applicable fees and charges will be disclosed before you proceed. For foreign exchange, the applicable FX rate and any margin, fee or other charge will be disclosed in the applicable quote or transaction documentation before you proceed. Intermediary or receiving banks may deduct separate fees on some corridors; where that is likely and we can identify it in advance, we will say so before you send. Any applicable third-party fees, charges, spreads or provider costs will be disclosed or identified before you proceed, where applicable.

It depends on the corridor, the receiving bank and the cut-off times on the day. Major corridors are usually quicker; others are not. We will give you realistic timing for the route you are using rather than a headline figure. Timing is also subject to eligibility, compliance checks and the applicable provider’s processing.

On some routes, yes. Intermediary banks in a payment chain can deduct their own fees, which is outside Monfina’s control and outside the pricing quoted for Monfina’s financial services (where Monfina is providing a financial service for that transaction). Where that is likely on your corridor, we will say so before you send where we can identify it in advance.

Tell us immediately. Once funds have been sent on incorrect details, recovery depends on the receiving bank and the relevant service provider and is not guaranteed, which is why we ask you to check recipient details carefully before confirming. Remittance is arranged by Monfina Payments. Execution and settlement occur through the applicable banking or payment arrangements disclosed at onboarding.

Deposits, securities and hedging derivatives sit in AFSL scope but are not Monfina product offerings. See Financial Services Guide.

No. Our internal complaints process is free, and lodging a complaint with the Australian Financial Complaints Authority is free for eligible consumers and small businesses.

We aim to resolve complaints as quickly as we can. We acknowledge complaints promptly, generally within 24 hours or one business day, or as soon as practicable, verbally or in writing, having regard to your preferred contact method. We provide a written IDR response within 30 calendar days, unless a different RG 271 timeframe applies or we send an IDR delay notification before that timeframe expires. A written IDR response is generally not required if the complaint is closed within five business days because it is resolved to your satisfaction or we can take no further reasonable action (subject to RG 271 exceptions).

You can take the complaint to the Australian Financial Complaints Authority (AFCA), an independent, ASIC-approved external dispute resolution scheme. Monfina is an AFCA member (membership number 67592). AFCA is free for eligible complainants, and its decisions bind us if you accept them. See our Complaints page.

You do not have to wait any longer than the applicable IDR timeframe. If we have not provided an IDR response within 30 calendar days (and have not sent an IDR delay notification explaining a permitted delay under RG 271), you can take your complaint to AFCA. Even if we send a delay notification, you may still complain to AFCA.

Raise it with us the same way at [email protected], and mark it for the attention of our Privacy Officer. If you are not satisfied with how we handle it, you can contact the Office of the Australian Information Commissioner on 1300 363 992 or at oaic.gov.au. See also our Privacy Policy.

Yes. Time limits apply and they depend on the type of complaint, so you should act promptly. AFCA sets out the limits that apply to its jurisdiction on its website (afca.org.au).

Monfina (AFSL 512986) distributes third-party NCP products where applicable and does not issue NCP products under its own AFSL. Foreign exchange dealing or arranging services may be provided within the scope of the applicable AFSL/CAR authorisation. Where applicable, an identified third-party FX provider or counterparty executes or provides the underlying FX transaction. Monfina does not issue FX contracts in its own right. Remittance is provided by Monfina Payments (see What is Monfina Payments?). Monfina does not hold an Australian Credit Licence. Payment connectivity is technology and provider arrangements, not ownership of NPP, PayID, BPAY or banking infrastructure. Full detail: Financial Services Guide.

Monfina Payments Pty Ltd (ABN 51 674 639 313 · ACN 674 639 313). Monfina Payments (Authorised Representative No. 001323499) is a Corporate Authorised Representative of Monfina Pty Ltd (AFSL 512986) and provides specified financial services on its behalf within the scope of its written authorisation. Separately, Monfina Payments is registered with AUSTRAC to provide remittance and money-transfer services (AUSTRAC reporting entity no. 64964). These are separate regulatory arrangements.

Contact [email protected] or 1300 907 502 for either Monfina or Monfina Payments. If unresolved, escalate to AFCA: Monfina membership number 67592. See our Complaints page.

No. Submitting an enquiry or meeting request starts a conversation only. It does not open an account or activate payment services. Onboarding and customer due diligence with Monfina (and, where involved, the relevant service provider or other entity) are required before any service is provided.