Customer feedback charter

Let us know if we’re not measuring up

The feedback we get from customers is essential for helping us make improvements to our service delivery. So we welcome it – good or otherwise.

A man in discussion with a woman in an office

How to make a complaint

If things don't go as they should and you feel we're not meeting our commitment to you, please tell us.

Give feedback

What you can expect

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.

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.