Help and FAQs

This section will answer questions about using SendMoneyPacific and sending money to the Pacific Islands. If you need more help please email info@sendmoneypacific.org.

These questions and answers apply specifically to Australia and New Zealand. There may be some local differences for other pacific countries.


Who can transfer my money?

Banks – if you have a bank account your own bank may be able to transfer money for you. You will not be able to transfer money via a bank with whom you do not have an account with.

Money transfer organisations (MTOs) – these are companies that specialise in transferring money. There are many MTOs and you should research which one suits your needs.

Both banks and Money Transfer Organisations will charge a fee to transfer your money.


How can I send money to another country?

There are many ways to send money from one country to another:

Cash – You can send cash from the sending country, by using one of many different money transfer organisations, and your family can pick up cash in the country that they are in. Do not send cash in the mail as it is not safe and may go missing.

Card-to-card – You can send your money by using a bank card and the person you’re sending to can collect the money in cash at an ATM or the money can be spent in stores where the card is accepted.
International Money Order (IMO) - Your bank will give you an international guaranteed cheque and your family can then cash the cheque at their bank or pay it into their bank account.

Bank to Bank Transfer – If you have a bank account you can transfer money from this to a bank account in another country. The method used is often called a SWIFT.

Online – Some money transfer companies let you transmit through the internet (online). You need to set up a special account and then the company will send the money to your friend’s bank account or make it available for the money to be collected as cash.

Mobile Phone and New Technology – Some areas are using new technology to send money. For example mobile phone money transfers are popular in Fiji – where money is sent to a receiver who receives the funds via their mobile phone.


How much money can I send?

There is no legal limit to the amount of money that you can send. However, many businesses that transfer money do limit the amount that they can send for you. You are likely to be asked to provide some additional identification or to answer some questions by your money transfer company or bank if the amount you want to send is large.


What ID do I need to send money?

Identification requirements vary from company to company although it is common for identification to be requested for any amount over AUD/NZD/USD 1000. You will need to produce a current form of identification such as a passport or photo driving licence.


Do I have to be an Australian / New Zealander / American to send money?

No, anyone can send money but you must have proof of who you are.


Do I have to pay to send money?

Yes. Both banks and MTOs will charge a "currency conversion fee”. This fee is often hidden in the exchange rates which is why Send Money Pacific helps you compare the exchange rates and chose the best option.


How does the person get the money I send?

If you send money using and MTO then you will need to ask them what the recipient will need to get the money. In many cases they need to bring an identity card, passport or photographic driving licence.


How long will it take for my money to arrive?

Different methods take different amounts of time. Always check with your provider. In general cash transfers and card transfers take between 10 minutes and 2 days and bank account transfers take 2 to 5 days.


Will the person I’m sending to have to pay anything as well?

You will need to check with the company you are using and the company should tell you before you complete the transfer. Many, but not all, of the transfers from Australia, New Zealand or the United Stated of America do not require the person receiving the money to pay anything.

If you are withdrawing transferred funds from an ATM in the receiving country, you should be aware that ATM surcharges may apply.


What is an exchange rate?

An exchange rate is a calculation used by the company transferring the money to convert the currency you are sending into the currency that the person you are sending to collects the money in.


Is an exchange rate guaranteed?

You should ask your money transfer organisation if the exchange rate is guaranteed. If it is, it means that you will know the exact amount that the person you are sending money to will receive. Not all companies guarantee the exchange rate so you should check.


I sent money but it never arrived? What do I do?

You should contact the company that you sent the money through and ask them to determine where it is. You should also make sure that the person you have sent the money to has contacted the organisation that should pay the money to them. If the money can still not be found, you should contact one of the organisations below.

Australia
For complaints in Australia contact the Australian Financial Complaints Authority on +1 800 931 678 or https://www.afca.org.au.

New Zealand
In New Zealand you can take your complaint to one of the dispute resolution schemes. All financial service providers must belong to a dispute resolution scheme. For more information go to:https://www.consumerprotection.govt.nz/report-or-resolve-a-problem/banking-finance-and-insurance/banking-finance-and-insurance/(Consumer Affairs).

United states of America
For complaints in the United States of America go to http://www.consumerfinance.gov/complaint/ (Consumer Financial Protection Bureau) when the money was transferred by a bank.

If the money wasn't transferred by a bank, contact your state banking agency. Some states have regulators that look into issues like these. Find yours online at www.csbs.org/about/what/pages/directory.aspx or call 311, and let them know what happened. Or, file a complaint with the Federal Trade Commission (FTC) at www.ftccomplaintassistant.gov. The FTC tracks nationwide trends using a database for state, local, and federal government agencies.