Who to contact, and how long we take

Start Here If You Are A Staff Member

If you use the app at work and something is wrong with your points, contact your own employer's program administrator first. They hold the earning rules and the source records, and that is where nearly every discrepancy actually sits.

If they cannot resolve it, email [email protected] with your employer's name and the transaction reference. We will review the platform-side record within five business days.

Where To Send What

By Phone

Sales and support both answer on (03) 5550 0199. Support is staffed Monday to Friday, 8:00am to 6:00pm; sales, 8:30am to 5:30pm. Australian Eastern time, and there is no offshore queue behind the number.

Outside those hours the platform stays up and staff can still redeem — digital gift cards are issued automatically and do not wait on a human.

By Post

BW Staff Rewards Pty Ltd
Level 5, 120 Spencer Street
Melbourne VIC 3000
Australia

We do not take walk-ins. If you want to meet in person, email first and we will arrange a time.

Before You Book A Demo

The demo is twenty minutes and we load your actual headcount into it rather than showing a sample account. To make it useful, have these three things ready:

1. Team size and how it splits by site. This drives both the price and the rollout plan.
2. Whether your staff have work email addresses. If most do not, say so — it changes the setup, and it is the single biggest predictor of whether a rollout works.
3. What you want people to be recognised for. Even a rough answer. It tells us quickly whether any of it runs into the rules we will not configure, which is better found out now than in week six.

If you would rather read first, the twelve questions worth putting to any vendor — including us — are set out here.