State Mercantile | Complaints

We are happy to address any complaints that you may have.

Our Complaints Policy and Procedure are as outlined here.

In order to take your complaint, we need to make sure we have your correct contact details. Please fill in all the required fields.

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Complaints Policy

State Mercantile has an internal process for handling disputes which is free and accessible. We will strive to resolve your complaints and disputes at first point of contact. To lodge a dispute please contact our Complaints team on:

Phone: (07) 3535 9020
Email: manager@statemercantile.com.au
Fax: (07) 3252 4211

If you remain unsatisfied you can ask for the matter to be reviewed by the Complaints Manager.

Complaints Manager:
Phone: (07) 3535 9034
Email: manager@statemercantile.com.au

Procedure

Internal Dispute Resolution

To help us resolve your complaint, please provide us with the following details:

Sufficient detail about the complaint that we can undertake an investigation (e.g. nature of complaint, dates, amounts, reference numbers, etc)
Documents to support any claim made that cannot otherwise be verified e.g. Proof of payment where a payment is claimed to have been made but cannot be located

Complaints are accepted via telephone, mail, fax, email and via the complaints form on the State Mercantile Website.

Time Frames

Every effort is made to resolve complaints within a reasonable timeframe. Complaints of an especially urgent nature are given priority so as not to inconvenience you by an unnecessarily drawn out resolution procedure.

First Level Resolution:
If unable to resolve or if customer not satisfied, complaint is referred to an Escalation Expert.

Second Level Resolution:
If unable to resolve or if customer not satisfied, complaint is referred to a Team Leader.

Further Level Resolution:
If unable to resolve or if customer not satisfied, complaint is referred to the Resolutions Department.