We welcome your feedback
The feedback we receive from our customers is as at the heart of the improvements we make to our service delivery. So we welcome your feedback, good and otherwise.
If you would like to let us know about an experience you’ve had, email us at complaints@smartsalary.com.au or call 1300 476 278 to speak with a member of our service team.
How to make a complaint
When things don’t go as they should, and you feel we’re not meeting our commitment to you, we appreciate you letting us know.
To ensure a satisfactory resolution, contact the team handling your benefits.
- If the benefit in question is a novated lease, call the customer service team on 1300 144 873 or email complaints@smartleasing.com.au
- For all other benefits, call 1300 476 278 or email complaints@smartsalary.com.au.
How we handle your complaint
- Within 48 hours, you’ll receive a response from us, with either a resolution or an update on the matter
- Our aim is to have the issue resolved to your satisfaction within two weeks
- If you are dissatisfied with the resolution offered or the investigation into your complaint, we will escalate it to the next level of management who will work directly with you to resolve the issue.
What to do if you are not satisfied with the outcome
- We ask that you continue communicating with us so that we may have the opportunity to resolve the issue to your satisfaction.
- As a last resort, the following departments are available for you to escalate your concerns. Should you choose to contact your relevant state department, please ensure you have your Smartsalary case number.
ACT: Access Canberra
NSW: NSW Fair Trading
SA: Consumer and Business Services
TAS: Tasmanian Consumer Affairs and Fair Trading
VIC: Consumer Affairs Victoria
WA: Department of Mines, Industry Regulation and Safety (Consumer Protection)
DISCLAIMER:
Salary packaging is only available to eligible employees of the Queensland Government as per the Standing Offer Arrangement QGP0065-21. The implications of salary packaging for you (including tax savings and impacts on benefits, surcharges, levies and/or other entitlements) will depend on your individual circumstances. The information in this publication has been prepared by Smartsalary Pty Ltd for general information purposes only, without taking into consideration any individual circumstances. Smartsalary Pty Ltd and the Queensland Government recommend that before acting on any information or entering into a salary packaging arrangement and/or a participation agreement with your employer, you should consider your objectives, financial situation and needs, and, take the appropriate legal, financial or other professional advice based upon your own particular circumstances. You should also read the Salary Packaging Participation Agreement and the relevant Queensland Government Salary Packaging Information Booklets and Fact Forms available via the Queensland Government Contracts Directory. The Queensland Government strongly recommends that you obtain independent financial advice prior to entering into, or changing the terms of, a salary packaging arrangement.