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Resolving your complaints

We promise to treat your complaint with fairness and take it seriously. After all, how we look after you when things don't go as planned is our chance to prove our customer service excellence.

A copy of our Complaints and Feedback Policy is available here.

How to lodge a complaint

Phone: 1300 30 39 40
Fax: 1300 30 18 66
Post: GPO Box 424, Brisbane, Queensland 4001

How long does it take?

If we can't resolve your complaint at the first point of contact, we'll contact you over the phone or in writing within two days of receiving your complaint to let you know when you can expect a response.

Interpreter Services

If you need to talk to us and have difficulty speaking or understanding English, call the Telephone Interpreter Service (TIS) on 131 450 and ask them to call RemServ on 1300 30 39 40, between 8am and 6pm (AEST).

TIS provides a service with over 100 languages.

Taking your complaint outside RemServ

Customer Advocate

The Customer Advocate maintains independence from RemServ's business operations and works for the McMillan Shakespeare group of companies.

This service is easy to access and free of charge to you.

You can ask the staff member assigned to your case to refer your case directly to the Customer Advocate if your case has been fully investigated and you are not completely satisfied with the outcome.

The Customer Advocate will respond within two business days of receiving your complaint.

RemServ will accept and abide by the Customer Advocate's final recommendation report.

Contact the Customer Advocate:

Phone: (03) 9097 3758

Australian Financial Complaints Authority

If the Customer Advocate is unable to resolve your complaint, you have the right to refer the matter to the Australian Financial Complaints Authority. This is a free service.

Contact the Australian Financial Complaints Authority:

Phone: 1800 931 678
Post: GPO Box 3, Melbourne, Victoria 3001

Your legal rights

You have the right to seek further advice regarding your situation at any time if you feel this is necessary.

Privacy of information

At RemServ, we take privacy of your personal information very seriously. You can find out more about our privacy policy on our website or call our Customer Care Centre on 1300 30 39 40 for a copy of our privacy policy.


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