Our service promise to you
As a customer of a Smartgroup company, you can expect a straightforward and rewarding experience that is simple to understand and simple to manage.
We continually look for ways to innovate and make the products and services we offer more accessible. We ask you to let us know how we’re doing, so we can learn from your experience of dealing with us – good or otherwise.
Our strong commitment to customer service and innovation is widely recognised by our peers. We have received more awards for our achievements in these areas than any other company in our industry.
Our commitment to you
Our mission is to make the services we offer easily accessible and for their delivery to be simple and seamless – so that you can take full advantage of your benefits. Always, we aim to:
- Be friendly and helpful
- Clearly explain your benefits and how they work
- Direct you to the best person to answer or resolve your enquiry first time
- Respond to email and social media queries within two business days
- Provide a transparent and competitive fee structure
- Keep you up to date with any changes that impact your benefit arrangements
- Invite you to give open and honest feedback so we can improve service delivery
- Through innovation and technology, we continue to find new ways to improve our services and make them even simpler and more accessible
We value your feedback
Your feedback is what helps drive improvements to our services and the way we deliver them – so if we're not meeting expectations, we’d like to know. To lodge a complaint and understand how it will be handled, view our Customer Feedback Charter.
So that we can provide the service you’ve come to expect from us, we ask that you:
- Read the updates we send regarding your salary packaging account
- Let us know immediately when there are changes to your personal details, including your employment status
- Tell us if you’re taking personal leave that affects your pay dates, like long service or parental leave
- Be courteous to our staff
We respect and protect your personal information
Our Privacy Policy explains how we ensure the security and privacy of your personal and financial information. You can view our Privacy Policy in full on our website.
We strive for the highest standards to ensure your peace of mind.
Important information
Salary packaging is only available to eligible employees of the Queensland Government as per the Standing Offer Arrangement QGP0065-21. The implications of salary packaging for you (including tax savings and impacts on benefits, surcharges, levies and/or other entitlements) will depend on your individual circumstances. The information in this publication has been prepared by Smartsalary Pty Ltd for general information purposes only, without taking into consideration any individual circumstances. Smartsalary Pty Ltd and the Queensland Government recommend that before acting on any information or entering into a salary packaging arrangement and/or a participation agreement with your employer, you should consider your objectives, financial situation and needs, and, take the appropriate legal, financial or other professional advice based upon your own particular circumstances. You should also read the Salary Packaging Participation Agreement and the relevant Queensland Government Salary Packaging Information Booklets and Fact Forms available via the Queensland Government Arrangements Directory. The Queensland Government strongly recommends that you obtain independent financial advice prior to entering into, or changing the terms of, a salary packaging arrangement.