At smartMonday we take your enquiries and complaints seriously and will always do our best to make things right and learn from your feedback so we can continuously improve our service. To help us achieve that goal we’ve set up a formal procedure to ensure your matter is handled fairly and also as quickly as possible.

Contact us

As a first step, we recommend raising your concern by contacting us.

smartMonday Enquiries Officer:

M. GPO Box 1202, Brisbane QLD 4001

P. 1300 614 644

E. enquiry@smartmonday.com.au

How it works

We will acknowledge your complaint at the time of receipt, typically within one business day. Our aim is to resolve all complaints as soon as possible, and if we are not able to resolve your complaint within 5 business days, our team will investigate the complaint and provide a response to you within the timeframes set out below. Where an error (on our part) is identified during our investigation, we will work to rectify the issue promptly.

How long will it take?

Our timeframe for providing a response depends on the type of complaint we receive as set out in the table below.

What if there is a delay?

If we are unable to resolve your complaint within these timeframes, we will let you know in writing including the reasons for the delay.

Help for people with hearing or speech difficulties, or linguistic diversity.

We will work to accommodate differing communication needs, such as a hearing impairment or linguistic diversity, to ensure that the feedback process is accessible to all. This can include working with a third party you have nominated to represent you.

Still not happy?

If you’re not satisfied with our handling of your complaint, or a response is not provided within the required timeframe, you may be able to refer the matter to AFCA.

AFCA is a service authorised by the Government that provides fair and independent financial services complaint resolution. It is free to use. Time limits may apply to make a complaint with AFCA so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expire.

Australian Financial Complaints Authority (AFCA):

Mail: GPO Box 3, Melbourne VIC 3001

Phone: 1800 931 678 (free call)

Email: info@afca.org.au

Website: www.afca.org.au (please select: Smart Future Trust, current trustee Equity Trustees Superannuation Limited)

At smartMonday, we don’t always see complaints as a negative. Our goal is the continuous improvement of our services and any areas of improvement identified via feedback and complaints is highly regarded. All complaints will be treated with respect and sensitivity for your perspectives, concerns, and privacy.

Please note, in some instances, it may not be possible for us to provide the outcome you are seeking. In these instances, we will clearly and respectfully explain why this is not possible. While we understand that you’re likely to be feeling disappointed and upset with us in order to raise a complaint, we request that your dealings with our staff are courteous and respectful. In other words, abusive or harassing behaviour towards our staff will not be tolerated.

If you have any additional questions in issuing the complaint, concerns about your membership or anything to do with smartMonday, feel free to contact us.