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Feedback- Complaints Charter page

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.

 

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

NT: NT Consumer Affairs

QLD: Office of 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)

 

Please note:

If you have been provided with financial advice or have a concern regarding an application for credit and are not satisfied with our final response, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).  AFCA provides fair and independent financial services complaint resolution that is free to customers.

 

Website: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678 (free call)

Mail:  Australian Financial Complaints Authority

         GPO Box 3, Melbourne VIC 3001

 

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.