Southgate Salary Packaging Services is committed to a fair and prompt resolution of any disputes or complaints.

Please let us know of any concerns you may have. Contacting us by phone means that Southgate can learn how to assist you better and continually improve our customer service. Often complaints are misunderstandings that can be resolved during a telephone conversation with us.

You can make a complaint by:

Post:	Complaints Resolution Manager Southgate Salary Packaging Services PO Box 183 South Melbourne VIC 320
Phone:	1300 132 500
Email:	support@southgatesalpack.com.au

How we will handle your complaint

If you email or write to us with a complaint, you will receive an acknowledgement within 24 hours (or one business day), or as soon as practicable of receipt of the initial complaint.

The Complaints Resolution Manager will assist you with handling the complaint and will advise if any further information is needed.

The Complaints Resolution Manager will liaise with managers and staff at Southgate Salary Packaging Services to find answers for you and if appropriate – determine a fair remedy. You will be informed of the decision and the reasons for that decision. Unless there are exceptional circumstances, we will in all instances respond to your complaint within 30 days of receipt of the initial complaint. If we are unable to resolve the complaint within 30 days we will:

• Inform you of the reason for the delay; and
• Specify a date when a decision can be reasonably expected

If you are not satisfied with the result of the decision you may wish to contact your local state-based Consumer Affairs department

Note: If your complaint relates to an application for credit and you are not satisfied with our final response, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA)

Australian Financial Complaints Authority (AFCA)
GPO Box 3
MELBOURNE VIC 3001
Phone: 1800 931 678
Email: info@afca.org.au
Online: www.afca.org.au