Customer service charter

Our commitment to you

 

Our mission is to make the services we offer easily accessible and for their delivery to be simple and seamless – so that you can take full advantage of your benefits. Always, we aim to: 

 

• Be friendly and helpful 

• Clearly explain your benefits and how they work 

• Direct you to the best person to answer or resolve your enquiry first time 

• Respond to email and social media queries within two business days

• Provide a transparent and competitive fee structure 

• Keep you up-to-date with any changes that impact your benefit arrangements 

• Invite you to give open and honest feedback so we can improve service delivery 

• Through innovation and technology, continue to find new ways to improve our services and make them even simpler and more accessible. 

We value your feedback

 

Your feedback is what helps drive improvements to our services and the way we deliver them – so if we're not meeting expectations, we’d like to know. To lodge a complaint and understand how it will be handled, view our Customer feedback charter. 

 

So that we can provide the service you’ve come to expect from us, we ask that you:  

 

• Read the updates we send regarding your salary packaging account. 

• Let us know immediately when there are changes to your personal details, including your employment status. 

• Tell us if you’re taking personal leave that affects your pay dates, like long service or parental leave; and  

• Be courteous to our staff.