Your Feedback
We welcome your comments and suggestions about RemServ's products and services. If our service has not met your expectations we would like to hear from you.
Our trained consultants are here to help resolve your concerns.
How to lodge a complaint
1. Call, fax or email RemServ to lodge a complaint.
2. RemServ will provide an outcome to your enquiry.
3. Refer to the Customer Advocate (free service) if your complaint is not resolved within the agreed timeframes or you are unsatisfied with the outcome.
Resolving your complaints
When you lodge a complaint our customer service representatives do all they can to resolve the issue as quickly as possible.
We promise you will be treated with fairness and that your complaint will be taken seriously. How we look after you when things don't go as planned is our test of customer service excellence.
A copy of our Complaints and Feedback Policy is available here.
How to lodge a complaint
You can lodge a complaint or enquiry via telephone, email, fax or in writing. you may wish to contact us via telephone as this usually allows us to resolve your issues immediately.
Phone: Customer Care Centre - 1300 30 39 40 or 1300 30 40 10 (Qld Government Enquiries)
Email: remserv@remserv.com.au
Fax: 1300 30 18 66
Post: RemServ, GPO Box 424, Brisbane, Qld 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 you notifying us of the issue, 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 40 10, between 8am and 6pm (AEST).
TIS provides a service with over 100 languages.
Taking your complaint outside RemServ
Customer Advocate
If your complaint cannot be resolved satisfactorily, we can refer your case to the Customer Advocate. The Customer Advocate receives, investigates and assists in the resolution of complaints where a satisfactory resolution could not be reached within agreed timeframes.
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.
Phone: (03) 9097 3758
Email: customeradvocate@mmsg.com.au
Financial Ombudsman Service
If the Customer Advocate is unable to resolve your complaint, you have the right to refer the matter to the Financial Ombudsman Service. This is a free service.
Financial Ombudsman Service, GPO Box 3 Melbourne VIC 3001
Phone: 1300 78 08 08
Fax: (03) 9613 6399
Email: info@fos.org.au
Website: www.fos.org.au
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 40 10 for a copy of our privacy policy.