Complaints and disputes

HAULMATCH PTY LTD facilitates communication and payment administration between shippers and independent carriers. We can help review marketplace and payment issues, but we do not replace either party's legal rights or determine court liability.

Raise an issue

1. Use the dispute or support option on the relevant job as soon as possible.
2. Describe the outcome requested and provide messages, photographs and documents.
3. Keep the goods and other evidence available while the issue is reviewed.

You can also email [email protected]or call +61 472 768 404. Include the job ID, but do not email identity documents or payment-card details.

What happens next

We will acknowledge the complaint, review available evidence and give both parties a reasonable opportunity to respond. While a payment dispute is open, eligible unreleased funds may remain frozen. We may facilitate agreement, release or refund funds according to the evidence, the platform terms, payment-provider rules and applicable law.

Escalation

If you disagree with the outcome, ask support for an internal review. Our payment administration outcome does not prevent either party from seeking independent legal advice, contacting a relevant consumer protection agency, or using a court or tribunal. Privacy complaints may also be taken to the Office of the Australian Information Commissioner where its jurisdiction applies.