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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 on 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 satified 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 Credit & Investments Ombudsman (CIO) handles complaints about companies in the credit industry. Should you choose to contact the Ombudsman, ensure you have your Smartsalary case number.
  • Credit & Investments Ombudsman (CIO)
  • 1800 138 422
  • www.cio.org.au