ATTACHMENT C

3 step dispute resolution procedure
Salary Packaging (Contract 0601745)

1. You should first contact your salary packaging service provider to determine whether your concern can be addressed without lodging a written dispute. If you agree on a resolution ask when the matter will be resolved and make a record. For example, if you agree that an adjustment will be made in the next pay period make a diary note to that effect.

2. If your issue is not resolved following initial contact with the service provider you should prepare a written dispute and lodge it with your employer's payroll unit to forward to the service provider. Your employer's payroll unit will review your form to determine whether it has any responsibility for the complaint. Your service provider is required to have a procedure for resolving complaints within 10 working days. This is posted on their web site. Your written dispute should:

  • Provide evidence in support of your claim eg relevant dates, amounts, copies of receipts or account statements where available;
  • State how and when you became aware of the problem;
  • Inform the service provider of whether you have had previous contact on this issue, eg phone calls, and the dates of those calls;
  • Note any changes that the service maker has made in response to previous contact and explain why this has not adequately addressed your issue;
  • Clearly state the remedy you are seeking;
  • Sign, date and keep a copy of all correspondence with the service provider. If you lodge your complaint via the service provider's web site, make sure to copy and keep the complaint for future reference.

3.You may refer any unresolved disputes with the salary packaging service provider to the Vendor Management Group Department of Commerce 2-24 Rawson Place Sydney 2000. You must first allow the service provider 10 working days from receipt of your dispute form to resolve the matter. You must use the attached form.

Dispute Resolution Form - Salary Packaging (Contract 0601745)

When to use this form

You must use your service provider's complaints procedure before lodging this form with the Department of Commerce. Salary package service providers are required to have a complaint handling system to resolve written complaints within 10 working days of receipt. Their complaints procedure and a copy of this form are available on their website.

If 10 working days have passed since the service provider received your written complaint AND the matter has still not been resolved to your satisfaction you may forward this form to:

Vendor Management Group
Department of Commerce
2-24 Rawson Place
SYDNEY 2000

Your given names:

Surname:

Your Employer:

Name of your Salary Packaging Service Provider:

Your day time contact number:

Your address for written correspondence:

Date when you first contacted the service provider about your issue eg phone inquiry:

Dates of any subsequent contact with the provider, whether initiated by you or the provider:

Date when you lodged your written dispute with the service provider. Please append a copy of your complaint.

Has the service provider provided a response (other than acknowledgement of receipt) to your written complaint? YES/NO

If YES, Please append the response and explain why you believe their proposed course of action fails to resolve your complaint or only partially resolves your complaint.

What remedy are you now seeking?

I authorise the Vendor Management Group, Department of Commerce to disclose information on this form to the service provider or my employer in order to investigate this dispute.

Checklist:

  • Is it at least 10 working days since the service provider received your complaint?
  • Have you appended copies of all correspondence, including supporting evidence, with the service provider?
  • Have you provided your contact details?
  • Have you signed and dated this form?

Signature: Date: