When things don't go to plan
What to do if you have a complaint
SuperChoice Services Pty Limited and Payclear Services Pty Limited recognise that from time to time, things may not go to plan.
You may experience an unintended problem, delay or unexpected experience and want to tell us about it.
You can be assured we take complaints seriously. Seeing your feedback as an opportunity to improve the way we do things and enhance our products and services where it makes sense to do so.
Send your written concerns to email@example.com or call us on 1300 659 456.
Our process for handling and resolving complaints.
You have a right to complain to us if you are not satisfied with any aspect of our financial products or services.
How to complain
If you are dissatisfied with a product or service we have provided you may advise us of your complaint by email, in writing or over the phone. Please send your concerns to firstname.lastname@example.org.
We have appointed a Complaints Officer to manage complaints from investors. The Complaints Officer is a senior member of our management team and has the authority to deal with your complaint.
If you wish to make a complaint about how we have handled your personal information or wish to access or correct your personal information held by us, please contact the Privacy Officer on 1300 659 456.
What you need to tell us
To help us resolve your complaint please provide the following information:
Your ABN, Employer name and address,
Your name, phone number and your email address,
Details of the problem encountered - date of occurrence and description.
If you need assistance in expressing your complaint, we are able to listen and help you to set out the details. We may also be prepared to engage with a person that you nominate to act on your behalf however we will require that authorised consent from you (unless they are acting under a Power of Attorney).
If you are more comfortable using a language other than English, please let us know so interpreters can be arranged.
We have an internal process to handle complaints that ensures the effective and prompt resolution of complaints or concerns.
Once your complaint is received, expect to receive an acknowledgement within one business day, using your preferred method of communication.
We will generally need to gather information and consider it within the context of the situation you have brought to our attention.
We may need to contact you during our assessment to clarify or obtain further information. You may always contact the Complaints Officer to find out what is happening to your complaint.
We will endeavour to conduct the investigation and assessment in a fair and unbiased manner and ensure that the matter has been dealt with fairly and reasonably.
You will receive our final response within 30 calendar days of the receipt of your complaint, with clear explanations for our decision. However, if your complaint is complex or there are unavoidable delays in receiving requested information from you this may impact our meeting that target. In those unexpected situations, we will send you a Delay Notification which will set out the reasons for the delay. You will be advised that you may escalate the matter to the Australian Financial Complaints Authority whose contact details are set out towards the end of this policy.
Acknowledgement of a complaint - within one business day
Final response - within 30 calendar days, unless we issue a Delay Notification
Your complaint will be handled in the strictest confidence.
Contact us by:
Telephone: 1300 659 456
Postal Address: Locked Bag 3011 Australia Square NSW 1215
Don’t agree with our solution?
If a matter has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Complaints handling policy released February 2022.