Customer Feedback
Remunerator Group's Customer Feedback Program
Remunerator Group is committed to delivering excellent service to all of our clients, customers & service partners. We welcome feedback expressing gratitude for excellent service & suggestions on improvement, through to the handling of customer complaints. If we do not meet your expectations we would like to know about it.
Our Service Standards
- Provide you with professional & friendly service
- Be responsive to your needs & treat all complaints seriously
- Aim to resolve your complaint as quickly as possible
- Advise you regarding the status, progress and outcome of your complaint
- Give you the ability to have your complaint dealt with on a confidential basis or by an independent person upon request
If you feel our standards have not been adhered to there are three direct avenues for passing on your feedback:
Stage 1: Customer Relations Officer
Remunerator Group’s complaints process is structured to encourage an efficient resolution at the first point of contact. Our Customer Relations Officers are empowered to work through and resolve any customer complaint. You should aim to speak with the person who you have been dealing with as they will have working knowledge of your past history.
Please call us on: 1300 654 834 for all Remunerator Clients
1800 006 383 for all Benefits Plus Clients
Stage 2: Contact a Senior Member of our Customer Service Team
If you don’t feel comfortable with the person you have dealt with or would like to have another person look at your issue, you can contact a senior member of our customer service team directly via one of the methods below:
By Email - Email your complaint to feedback@remunerator.com.au with “Service Complaint” in the Subject Line
Online - Submit your complaint using Remunerator Group's Customer Feedback form below.
Stage 3: For confidential or unresolved complaints - Remunerator Group’s Customer Complaints Manager
If your complaint has progressed through stages 1 or 2 and remains unresolved or your complaint is of a confidential nature, you can contact our Customer Complaints Manager directly.
Customer Complaints Manager
Remunerator Pty Ltd
PO BOX 7296
Melbourne VIC 3004
Your complaint will then progress though our confidential case management process which may involve Remunerator Group’s Executive Management to ensure resolution.
Service Response
A Remunerator Group representative will contact you within 2 business days of originally receiving your complaint to our office. Furthermore to ensure that Remunerator Group maintains strong standards and relationships with customers we aim to have all our complaints resolved within 5 business days of them being received.
A full version of our Customer Service Charter can be seen here.