Customer Service Charter

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. It is our policy to use your feedback to ensure that we have the opportunity to fix the situation and improve our way of doing business. With this in mind we have streamlined our complaints handling process to ensure our service standards remain high.

Our Service Standards

Our staff will:

  • 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.

What is a complaint?

  • When the customer experience is not to your satisfaction
  • When you feel we have given you the incorrect information
  • When our service does not meet your expectations
  • When you have an issue regarding one of our staff members and the service they have provided
  • When we have failed to make the correct payments regarding your salary package

How do I make a complaint?

Our Customer Relationship Officers will be the main point of contact for lodging a complaint by phone, email or in writing. However we understand at times different complaints require more senior attention, therefore we have developed three different contact points to help meet your expectations.

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.

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’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 maintains strong standards and relationships with customers we aim to have all our complaints resolved within 5 business days of them being received.