🛡️ Complaints & Dispute Resolution
MOM Finance Transfer Ltd & JATF & T Pty Ltd · Effective: 15 June 2026 · Version 1.0
Your rights matter to us. MOM Finance is committed to resolving all complaints fairly and promptly. This page outlines our formal complaints process and how to escalate to the appropriate regulator if you remain unsatisfied.
1. Who This Policy Applies To
This Complaints Policy applies to all customers, senders, and recipients of money transfer services provided by:
🇹🇴 MOM Finance Transfer Ltd
Tonga-based entity — handling Tongan-side operations
📍 3 Tupoulahi Road, Fasi & Afi, Nukuʻalofa
📞
+676 7711961
✉️
info@momfinance.to
Regulated by: National Reserve Bank of Tonga (NRBT)
🇦🇺 JATF & T Pty Ltd
Australia-based entity — handling AUD-side operations
📍 Melbourne, VIC, Australia
📞
+61 4 1234 5678
✉️
mal.hoglund@gmail.com
Regulated by: AUSTRAC — IND100613618-002
2. What Can You Complain About?
- Delays or non-receipt of funds by the recipient
- Incorrect exchange rate applied to your transfer
- Unauthorised or incorrect charges / fees
- Poor customer service or communication
- Privacy concerns or misuse of your personal data
- AML/CTF-related account restrictions or account suspension
- Discrimination or unfair treatment
- Errors or technical issues with the website or payment platform
3. Our Complaints Process
We aim to resolve all complaints within 5 business days. Serious or complex complaints may take up to 45 days, consistent with Australian and Tongan regulatory standards.
1
Submit Your Complaint
Complete the Complaints Form below, or contact us by phone or email. Please include your full name, reference number, and a clear description of the issue.
2
Acknowledgement (within 24 hours)
We will acknowledge receipt of your complaint within 1 business day and provide you with a unique Complaint Reference Number.
3
Investigation
Our team will investigate your complaint thoroughly, reviewing transaction records, communications, and system logs. We may contact you for additional information.
4
Resolution & Response
We will communicate our findings and resolution in writing within 5 business days for standard complaints. You will be told clearly what action we have taken and why.
5
Escalation (if unresolved)
If you are not satisfied with our resolution, you have the right to escalate to the relevant external regulator (see Section 5 below).
4. Response Timeframes
| Complaint Type |
Acknowledgement |
Target Resolution |
Maximum Timeframe |
| Transfer delay / non-receipt | 1 business day | 3 business days | 10 business days |
| Exchange rate dispute | 1 business day | 5 business days | 20 business days |
| Fees & charges dispute | 1 business day | 5 business days | 20 business days |
| Privacy / data complaint | 1 business day | 10 business days | 30 business days |
| Complex / AML-related | 1 business day | 20 business days | 45 business days |
5. Escalation to External Regulators
If you have exhausted our internal complaints process and remain unsatisfied, you may contact the relevant external regulator:
🇹🇴 Tonga — National Reserve Bank of Tonga (NRBT)
The NRBT supervises foreign exchange dealers and remittance businesses operating in Tonga.
📍 National Reserve Bank of Tonga, Salote Road, Nukuʻalofa, Tonga
📞 +676 24057 | ✉️ nrbt@reservebank.to
🌐 www.reservebank.to
Please provide your Complaint Reference Number when contacting NRBT.
🇦🇺 Australia — AUSTRAC
JATF & T Pty Ltd is registered with AUSTRAC (IND100613618-002) as a Remittance Service Provider. AUSTRAC oversees Australia's anti-money laundering and counter-terrorism financing regime.
🌐 www.austrac.gov.au
📞 1300 021 037 (Australia only)
Note: AUSTRAC primarily handles AML/CTF compliance matters. For general consumer complaints in Australia, you may also contact the Australian Financial Complaints Authority (AFCA) — www.afca.org.au or 1800 931 678.
6. Lodge a Formal Complaint
📋 Before submitting: Please ensure you have your Order / Transfer Reference Number ready. All complaints are logged and assigned a unique Complaint Reference Number.
🛡️ Ngaahi Lāunga mo e Fakaleleiʻi
MOM Finance Transfer Ltd & JATF & T Pty Ltd · ʻAlili: 15 June 2026 · Vēsoni 1.0
ʻOku mau mahuʻinga ʻia hoʻo ngaahi totonu. ʻOku tukupā ʻa MOM Finance ke fakaleleiʻi ʻa e ngaahi lāunga kotoa pe ʻaki ʻa e tonu mo e vave. ʻOku fakamatalaʻi ʻe he peesi ko ʻeni ʻa ʻemau polokalama lāunga fakaʻofisiale mo e founga ke langa hake ki he kautaha pule kapau ʻoku ʻikai ke ke fiefia.
1. Ko Hai ʻoku Tuʻutuʻuniʻaki ʻe he Polisinī Ko ʻeni
ʻOku tuʻutuʻuni ʻa e Polisinī Lāunga ko ʻeni ki he kakai kotoa pe, kau talafi, mo e kau maʻu talafi ʻo e ngāue talafi paʻanga ʻoku fakahoko ʻe:
🇹🇴 MOM Finance Transfer Ltd
Ko e kautaha ʻi Tonga — ʻoku puleʻi ʻa e ngāue ʻi Tonga
📍 3 Tupoulahi Road, Fasi & Afi, Nukuʻalofa
📞
+676 7711961
✉️
info@momfinance.to
ʻOku puleʻi ʻe: Ko e Pangike Fakafonua ʻo Tonga (NRBT)
🇦🇺 JATF & T Pty Ltd
Ko e kautaha ʻi ʻAositelēlia — ʻoku puleʻi ʻa e ngāue ʻo e AUD
📍 Melbourne, VIC, ʻAositelēlia
📞
+61 4 1234 5678
✉️
info@momfinance.to
ʻOku puleʻi ʻe: AUSTRAC — IND100613618-002
2. Ko hai ʻoku Lava ke ke Lāunga ki Ai?
- Tuai pe ʻoku ʻikai maʻu ʻe he taha ʻe talafi ʻa e paʻanga
- Ko e rate fetongi ʻoku ʻikai tonu naʻe ngāueʻaki ki hoʻo talafi
- Ngaahi totongi ʻoku ʻikai teke tali pe ʻoku ʻikai tonu
- Founga talitali kakai, pe fetuʻutaki, ʻoku ʻikai lelei
- Ko hoʻo gaahi fakamatala fakapulipuli, pe ngāue hala ʻaki hoʻo ngaahi fakamatala fakapulipul
- Ngaahi fakangatangata, pe tāpuni ʻo e ʻakauni fekauʻaki mo e AML/CTF
- Filifilimanako pe fakahoko fatongia ʻikai ke fea
- Ngaahi palopalema fakatekinikale, pe palopalema ʻo e uepisaiti
3. ʻEmau Polokalama Lāunga
ʻOku tau feinga ke fakaleleiʻi ʻa e ngaahi lāunga kotoa pe ʻi he lolotonga ʻo e ngaahi ʻaho ngāue ʻe 5. Ko e ngaahi lāunga faingataʻa pe maʻolunga ange ʻe lava ke fuoloa ʻo aʻu ki he ʻaho ʻe 45 ʻo fakatatau ki he ngaahi tuʻunga fakalao ‘a ‘Aositelelia mo Tonga.
1
Tukumai Hoʻo Lāunga heni
Fakafonu ʻa e Foomu Lāunga ʻi lalo, pe fetuʻutaki mai ʻaki e telefoni pe imeli. ʻE fiemaʻu hoʻo hingoa kakato, fika talafi, mo e fakamatala ʻo e palopalema.
2
Temau Fetuʻutaki atu (ʻi loto ʻi he houa ʻe 24)
Te mau fetuʻutaki atu i he aʻutaki mai hoʻo lāunga ʻi loto ʻihe ʻaho ngāue ʻe 1 pea ʻe ʻoatu ha Fika Lāunga ke fakahuʻaki hoʻo launga.
3
Fakatotolo
ʻE vakaiʻi ʻe ʻemau kau ngāue hoʻo lāunga ʻi he ngaahi lekooti ngāue talafi, ngaahi fetuʻutaki, mo e ngaahi lekooti sisitemi. ʻE lava ke mau toe fehuʻutaki atu ki haʻo fakamatala.
4
Fakaleleiʻi mo e Tali
Te mau fakahoko atu ‘emau ngaahi ma’u mo e tu’utu’uni ‘i ha tohi ‘i loto he ʻaho ngāue ʻe 5. ʻE fakamarala mahino atu kiate koe ‘a e ngāue kuo mau faí pea mo e ‘uhingá.
5
Fakalahi (kapau 'oku 'ikai ke solova)
Kapau ʻoku ʻikai ke ke fiemalie ki heʻemau tuʻutuʻuni, ʻoku ʻi ai hoʻo totonu ke ke lāunga ki ha maʻumafai (regulator) mei tuʻa (vakai ki he Vahe 5 ʻi lalo).
4. Ngaahi Taimi Tali
| Faʻahinga ʻo e Lāunga |
Fakamālō |
Fakaleleiʻi Feinga |
Taimi Lahi Taha |
| Toloi / ʻikai ke maʻu ʻa e feʻaveʻaki paʻanga | ʻaho ngāue 1 | ʻaho ngāue 3 | ʻaho ngāue 10 |
| Fehuʻi Rate Fetongi | ʻaho ngāue 1 | ʻaho ngāue 5 | ʻaho ngāue 20 |
| Ngaahi Totongi ʻoku ʻikai tonu | ʻaho ngāue 1 | ʻaho ngāue 5 | ʻaho ngāue 20 |
| Ko hoʻo Fakamatala Fakapulipuli | ʻaho ngāue 1 | ʻaho ngāue 10 | ʻaho ngāue 30 |
| Lāunga faingataʻa ange / AML | ʻaho ngāue 1 | ʻaho ngāue 20 | ʻaho ngāue 45 |
5. Fakalahi ki he kau Fakatonutonu mei Tuʻa
Kapau ʻoku ʻosi ʻa e polokalama lāunga ʻi loto ʻemau kautaha pea ʻoku ʻikai ke ke fiefia, ʻe lava ke ke fetuʻutaki ki he kau fai tuʻutuʻuni mei tuʻa (regulator):
🇹🇴 Tonga — Ko e Pangike Fakafonua ʻo Tonga (NRBT)
📍 Ko e Pangike Fakafonua ʻo Tonga, Salote Road, Nukuʻalofa, Tonga
📞 +676 24057 | ✉️ nrbt@reservebank.to
🌐 www.reservebank.to
ʻE fiemaʻu hoʻo Fika Lāunga ʻi he taimi ʻoku ke fetuʻutaki ai mo e NRBT.
🇦🇺 ʻAositelēlia — AUSTRAC
🌐 www.austrac.gov.au
📞 1300 021 037 (ʻAositelēlia pe)
Fakamatala: ʻOku ngāue tauʻatāina ʻa AUSTRAC ʻi he ngaahi fehuʻi AML/CTF. Ki he ngaahi lāunga ʻo e kau kakai ʻi ʻAositelēlia, ʻe lava foki ke ke fetuʻutaki mo AFCA — www.afca.org.au pe 1800 931 678.
6. Tuku ha Lāunga Fakaʻofisiale
📋 Kimuʻa pea ke fakahu mai: Fakapapauʻi ʻoku fakakau mai hoʻo Fika ʻota / Talafi. Ko e ngaahi lāunga kotoa pe ʻoku lekooti pea ʻange ha Fika Lāunga makehehe.
