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The feedback we get from customers is essential for helping us make improvements to our service delivery. So we welcome it – good or otherwise.
If things don't go as they should and you feel we're not meeting our commitment to you, please tell us.
If there’s a problem, we want to put things right as quickly as we can.
We’ll acknowledge your complaint within 48 hours and provide either a solution or an update.
We’ll aim to have the issue resolved to your satisfaction within 10 working days.
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.
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.
If you’ve been given 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.
