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WEX Australia’s commitment to our customers and merchants during the COVID-19 crisis

Whilst COVID-19 is generating immense uncertainty around the world, WEX Australia is committed to helping your business navigate through this crisis by ensuring business continuity with your fuel cards and accounts.

Our leadership team is meeting regularly to assess and appropriately respond to the crisis as it evolves and adjusting our operations as required.

Whilst we have set up our workforce to work from their homes, we are still striving to deliver the same award-winning customer service that we always have in order to ensure that we are here for you when you need us.

If your business has been directly impacted by the crisis, please reach out to our Customer Service or Merchant Services team to see if we can help in any way to ease the burden of this pandemic that we are all facing together.

 

Frequently Asked Questions

What if I can’t pay my account this month? 
If you are experiencing difficulties in making payments, please contact our Customer Service team to see how we can assist you.

Will my fuel card(s) still work?
Yes – we have mobilised our workforce to work remotely, so your fuel cards will still work as they always have. You can manage your account through our Online Service Centre or you can call our Customer Service team on weekdays between 8:45am – 7:00pm AEST.

Why can’t I get through to the call centre?
Unfortunately due to the current crisis we are experiencing higher than usual call volumes that are impacting our wait times, however our call centre is based in Australia and is operating on weekdays between 8:45am – 7:00pm AEST so someone will be available to answer your call between these hours.

Will my statement be delayed?
Email statements are being sent as normal. In regards to paper statements, Australia Post has now advised that they are changing their mail delivery service from daily to every second day, so statements may take 1-2 days longer to arrive. Alternatively, you can opt to receive your statements via email through our Online Service Centre or by calling our Customer Service team.

What impact is COVID-19 having on lead times for new and replacement cards?
We are continuing to dispatch cards daily, however delivery of new and replacement cards may take 1-2 days longer as Australia Post have now moved their delivery service from daily to every second day. WEX is working to minimise any delays, and we will keep you informed on any known impacts when you order your replacement cards.

Do I still need to sign for authorisation on my fuel transactions?
Yes – if you don’t have a PIN set up on your account (or if the fuel merchant doesn’t accept PIN authorisation), you will need to sign to authorise the transaction. Whilst the fuel merchants are increasing sanitisation of their sites, drivers may wish to take their own pen or gloves with them to the point of sale.

How can I get updates on COVID-19 from WEX Australia?
WEX Australia will advise you of any important service notifications via email and our website. Alternatively, if you have any direct questions or concerns regarding WEX Australia and the COVID-19 crisis, we ask that you complete the below form and we will be in contact with you.

Is my WEX Roadside Assist service still available?
For the time being this service continues to operate as usual. We are regularly monitoring government guidance and will advise our customers if this service will be impacted. If you have this  WEX Roadside Assist set up on your account and require emergency roadside assistance, please call 1300 170 719.