The system is broken. Each department blocks their customers from speaking with the department you actually need. Their complaint department only has 2 staff for the whole company. They will not allow you to speak to a supervisor at all. I’ve micromanaged the errors and fixed them by speaking with TAl who’s been a wonderful support. staff have contacted me outside of normal hours from NSW at 6pm and again the following day to confirm the correct forms were provided to the administration department who the make it known the processing of my payment. I then contacted the complaints department so they were aware the forms were their. They should have highlighted an escalation for Friday morning payment when I contacted the only person I’m complaints todsy they said I missed the 10.30 cut off today. So what was this person doing all morning when the appropriate forms were provided . I resolved it and it was is now okay to proceed. One of two complaint members did not highlight this to the correct department for payment as she said she would. Icontinually fobbed off even though I have asked another company to do Mercedes’ job for them. They won’t walk a traditional warrant over to the bank so we can have our money today. They have had my form with appropriate documents for two week and with me calling Dailey were unable to do the work themselves. I’ve had to get it done for them switch TAL helping and rising above themselves and their own interests. Ea staff I speak to is only worried about the public holiday coming up and the legislation of when mercer were allowed to call back instead of taking responsibility of taking care of one of their customers when there have been at least 15 errors made. Apparently the buck stops with the complaints department where there is no further way to go except for their team leader and even then she doesn’t know as much as the two staff left behind in the complaints department they

Refuse to take suggestions and refuse to contact other departments. They don’t know who to resolve things. The resolution team answered this week and said they were just about to contact me but they slept in. She sounded like she was joking but I would have hoped in that time she was able to contact TAL and arrange for the documentation while waiting or was she sitting at her desk painting her nails. I had to do her job and arranged for TAL to do this for mercer. And they abliged. They even called me twice and this was a team leader who did this after EST hours. The system is broken or the staff can’t be bothered . Never have that from TAL staff. Will scream if another staff member hides behind the legislation time frame excuse. So weak and lacking empowerment in their role. So much to fix!

Complaints department are only blockers they are not their to fix mistakes and even though they admit the fault of the staff and numerous ones they are unable to fix things . Waiting for payment and they still cannot ring through to arrange an escalated one off. No empowerment. Apparently the final stop is the complainers department which has 2 staff WOW! I’ve done the work for mercer who still are unable to make a decision themselves. I’m waiting for the team leader of the complaints department to call me and it is now mid afternoon on a Friday. The complaints person who is the final person we can speak to said she knows more than her boss. I’m not hanging out much hope for that conversation. Why did mercer take on multi millions in customers from TAL. So even this person is running a mile. I wouldn’t be proud to work for my employer either when your customers have to micro managethings. I found all of the solutions for your staff and you still hide bei hind rules and legislation . Hiding behind the fact that they have 45 to resolve a complaint while we go bankrupt.congratulations to all of the staff that don’t care and drop the ball after every Phone call to do the same to the next customer. To the Broken company from the broken hearted. Change management is recommended for a lot of advice and big changes necessary.