SalaryPackagingPLUS

Complaints and feedback

Complaints and feedback

How to make a complaint

We welcome your feedback. When something hasn’t gone as it should, a complaint gives us the chance to put it right and improve. We’ll treat your complaint with respect, fairness and care. Making a complaint is free, and you don’t need a special form.

Complaints and hardship line
1300 840 881
Mon–Fri, 8am–6pm (Melbourne/Sydney time)
Email us
resolutions@leaseplusgroup.com.au
For complaints. Tell us what happened and what outcome you’d like
Write to us
LeasePLUS Group
Floor 12, 717 Bourke Street
Docklands VIC 3008

Our General Manager monitors the complaints inbox, so your complaint is read with respect by people who are in a position to help.

Having trouble paying for your salary packaging or novated lease? You don’t need to make a complaint. Visit our Financial hardship support page or call us on 1300 840 881 or email hardshipsupport@leaseplusgroup.com.au.

Our complaints process

What is a complaint?

A complaint is any expression of dissatisfaction with our products, services, decisions, communications, staff conduct, fees, delays, privacy or information handling, accessibility, or a third-party provider working on our behalf, where you expect a response or resolution.

If you can, tell us what happened, when it happened, and what outcome you’re hoping for.

What happens next
  1. We listen and record. We note the details of your complaint and try to resolve it on the spot where we can.
  2. We acknowledge. By phone, immediately. In writing (email or letter), within 1 business day. We’ll tell you who is handling it and what to expect.
  3. We investigate. Someone with the right skills, who wasn’t involved in the matter where possible, reviews the facts and gives you a chance to provide information.
  4. We respond. If we can’t resolve it at first contact, we aim to give you a final response within 30 calendar days (21 calendar days for financial hardship or debt collection complaints). Our response explains what we looked at, what we found and why, what we’ll do to fix it and by when, and what you can do if you’re not satisfied.
  5. We follow up. We check that agreed actions are completed and use what we learn to improve.
If we can’t respond within these timeframes, for example because we’re waiting on information from a third party, we’ll tell you why, give you a new date and keep you updated. Where a law, contract or external scheme sets a shorter timeframe, we’ll meet that.
Help and support

Representative

Ask someone to complain on your behalf, such as a family member, advocate or financial counsellor. We may ask for your written authority.

Interpreter

Call the Telephone Interpreter Service on 131 450 and ask them to call SalaryPackagingPLUS on 1300 840 881.

Accessibility

Tell us if you need information in another format or other reasonable assistance, and we’ll arrange it.

Having trouble paying?

You don’t need to complain to ask for help. See Financial hardship support. We stop collection while we look at your request.

Anonymous complaints

We assess anonymous complaints where there’s enough information, though we may not be able to respond to you directly.

If you’re not happy with our response

You can ask for an internal review. We’ll arrange for someone who wasn’t materially involved in the original decision, and where practicable is more senior, to look at your complaint again. You can ask your contact to escalate your complaint at any time.

External help: Australian Financial Complaints Authority (AFCA)

If we haven’t resolved your complaint, or you’re unhappy with our response, you may be able to contact AFCA, a free and independent dispute resolution service for eligible individuals and small businesses.

Post

Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Time limits and other limitations may apply to AFCA complaints. Please check AFCA’s website for your circumstances. Contacting AFCA doesn’t stop you from continuing to talk with us.
Our commitments to you
  • We won’t charge you for making a complaint.
  • Your complaint won’t affect how we treat you or the service you receive.
  • We’ll keep your personal information private and secure, and only share it with people who need it to resolve your complaint. See our Privacy Policy.
  • We’ll give you clear reasons for our decisions.
  • We’ll keep accurate records and use complaints to improve our services.