If there’s a problem, we want to put things right as quickly as we can.
Response
We’ll acknowledge your complaint within 48 hours and provide either a solution or an update.
Resolution
We’ll aim to have the issue resolved to your satisfaction within 10 working days.
Referral
If you’re not satisfied with our investigation or solution offered, we’ll raise the issue to the next level and assign a senior manager to work directly with you to resolve it.
Further action
What further action can you take?
We encourage you to keep communicating with us, so we have the opportunity to resolve the matter to your satisfaction. If you feel you need to escalate your concerns, you can contact the relevant department in your state as a last resort. Please ensure you have your Smart case number.
