Client Commitment Statement

At Statewide we believe in providing the best possible service to our clients and striving for continual improvement in the products and services we offer.

Building and strengthening relationships with our clients is paramount.

We achieve this through honesty, integrity and commitment to providing the best possible service at all times to our clients.

Our charter sets out how we propose to meet these commitments.

Client Service Charter:

Ethics:

All company activities must be carried out efficiently, honestly and fairly. This will be achieved through adherence to all relevant financial legislation and regulations, company manuals, processes and protocols.

Clients must be fully informed about all processes that affect them and must be provided with full disclosure and copies of all documentation that affects their interests.

Staff training in the responsibility to adhere to relevant legislation and regulations ensures that the highest ethical standards are maintained.

Accessibility:

We are accessible Australia wide.

• By telephone:	1300 76 1114 Client Care Enquiries - 8.00 am – 5.00 pm (AEDST)
  	1300 76 1117 Dedicated Novated Lease Enquiry - 8.00 am – 5.00 pm (AEDST)
  	1300 63 3725 Claims and Reimbursement Inquiries - 8.00 am – 5.00 pm (AEDST)

• Contact us anytime via www.statewideqld.net.au/contact/ or simply email admin@statewide.net.au

Client Care:

• Professional, personalised service is standard and offered to all clients by well trained knowledgeable staff.
• We will respond to your enquiries within 1 business day.
• We are committed to our staff development and training with the view of giving you the best possible outcomes.
• You will be fully informed about all processes that affect you and will be provided with full disclosure and copies of all documentation that affects your interests.
• Our services are supported by technology that ensures your information is protected and you have secure and confidential communication with us.
• We respect your privacy and adhere to the Privacy Act 2009.
• We are adaptable and embrace change in the marketplace and offer relevant up to date services in response.

Service Standards:

• We will respond to your enquiries within 1 business day.
• We commit to processing your claims quickly and will lodge the transfer instruction with our bank normally within 2 business days of receipt of your compliant claim and email or phone confirmation of the transfer on the same day.

Let Us Know Your Thoughts:

• If you have been happy with service you have received, would like to compliment one of our staff or if we haven’t lived up to your expectations please let us know:
  
  Write to: Client Service Manager
  Suite 36 Level 4
  Royal Brisbane Place
  17 Bowen Bridge Rd
  Herston Qld 4006
  
  Phone: 1300 761 114 to speak with our Client Service Manager
  
  Email: admin@statewide.net.au
  We respect your feedback and take our responsibility to you seriously. If our normal client care does not satisfy your concerns you can have your case referred to our Dispute Resolution Responsible Manager who will investigate and assist in the resolution of complaints simply email admin@statewide.net.au and request your case be referred. Failure to resolve an issue at this level will result in referral to the Australian Financial Complaints Authority (AFCA). Statewide is a member of AFCA (Member Number 33947).