Our Complaints Policy and Procedure are as outlined here.
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: email@example.com 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: firstname.lastname@example.org
To help us resolve your complaint, please provide us with the following details:
Complaints are accepted via telephone, mail, fax, email and via the complaints form on the State Mercantile Website.
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.