Smartsalary

Writing this review as an employee. It's a very bad tool. 90% of the time it's in maintenance mode. I couldn't even register because the UI kept crashing. I had to call and just get them to register me over the phone. Next, I couldn't proceed because it kept loading after login.

I'd give fewer stars if I could. I have been left with no faith in their knowledge of their own product. They must have sent me over 6 quotes for my novated lease before they apparently got it right...which they didn't. I'm now out of pocket but have to use their service because it's contracted by my agency. They are very slow and unresponsive to queries and the app seems ok but doesn't have all relevant information.

Without a doubt the most useless and incompetent organisation I’ve ever dealt with. Took over 4 months to set up my salary deductions and spent the whole time blaming me despite being provided all the information. Then when they finally set them up, managed to royally stuff it up by setting up the lease as a fortnightly payment rather than monthly… Read more

and again blamed me saying I was wrong. Numerous emails, phone calls and complaints escalated to no avail as they really don’t care. So now I’m stuck with having to make lease payments without the tax benefits to allow me to get another car. They’re the only salary packing company provided by my employer so I’m stuck with their incompetency

Worst salary packaging company I’ve had to deal with; there seems to be no proper security with transactions, dodgy outfit! Today… nothing in my acc that should have been there yesterday; IT problem, they said… I have zero confidence with this company, I really wish work would change our packaging company

Another rubbish Leasing Company - exceptionally poor communication, inaccurate quoting methods and lacks the ability to lodge documents for on time processing. It takes a week to get an email back from them, I was quoted $433 weekly payments but as… Read more

they lodged incorrect paper work - or failed to lodge at all (they have not made this clear) my weekly payments have gone to $600+ so they can make up for missing payments, now I have had to create a whole new budget. The kicker is I raised this concern from the outset as I had the same issue with the last leasing Agent and it appears all leasing companies are incompetent! They are also not providing my reimbursement until there are ‘funds available’ - so I am now down $1000+ for selecting and paying for my own insurance. DO NOT USE THIS COMPANY

I had a great experience using Smart Salary for my car purchase. The entire salary packaging process was smooth, transparent, and well-managed from start to finish. The team was very responsive and took the time to explain all aspects of the novated lease, including the financial benefits and tax savings. What really stood out was how easy they… Read more

made everything—from vehicle selection to approval and delivery. The online tools and updates kept me well informed, and I never felt unsure about what was happening next. The cost breakdown was clear, with no hidden surprises. Overall, it was a convenient and cost-effective way to purchase a car, and I would definitely recommend Smart Salary to anyone considering salary packaging for their next vehicle.

The staff at Smartsalary were extremely attentive and helpful to my needs. Thank you for your guidance and information in respect of salary packaging my superannuation.

Smart Leasing provided a smooth and efficient experience overall. They were very helpful and went above expectations by matching the interest rate of a competitor’s product, which was greatly appreciated. The entire process was completed in just three weeks, demonstrating strong responsiveness and efficiency. While the leasing experience itself was positive, the vehicle handover could be improved. Show details

Ridiculous customer service. Could they make it more difficult to contact somebody, even through a live chat option. Do not enter into a lease arrangement using this group. Had nothing but issues with their online service, when trying to pay things, they want more fees to do what they would have normally been paid to do 5 years ago. Dissatisfied… Read more

much? Yes Also I found out after checking my insurance that I’m paying $100 per month more than somewhere else. Last time I checked they said you get better tax advantage if you have the insurance packages. I’m not sure I’m getting $1200 extra tax advantages by paying this much insurance though Zero insurance!

I have to use this service for salary packaging as I work in the public sector and do not have alternative options. I contacted them regarding a car novated lease and received a quote that was approximately $10,000 higher than a quote from another finance company for the same vehicle model. Notably, the price provided by Smart, which was stated as… Read more

excluding GST, was even higher than the dealer’s drive-away price.

When I questioned the discrepancy, the consultant simply responded that this is “how novated leasing works,” without offering a meaningful explanation. I also asked whether a novated lease would affect my existing salary packaging cap and whether I should discontinue my current packaging (groceries and entertainment) to accommodate the lease. The consultant advised that I should. However, I later discovered that novated leasing is separate from standard salary packaging and does not impact the cap in that way.

Very disappointed with both the pricing transparency and the incorrect advice provided. It feels as though there was an attempt to maximise costs without proper clarification.

P.S. The app is very poor too.

My experience with SmartSalary/Smartleasing has been extremely disappointing. I have had an unresolved novated lease complaint for more than six months, despite repeated follow-up. The concerns include incorrect or incomplete information before the lease began, additional costs that were not clearly explained, changes to deduction amounts… Read more

without clear communication, and ongoing difficulty obtaining a full written reconciliation of how the figures were calculated.

I have repeatedly requested a clear breakdown of the original quote, payroll deductions, finance amount, lease costs, running-cost budget, adjustments, fees, and any amount owing or refundable. Including a full months wage payment they can not account for. To date, I still do not have a proper resolution.

Smart’s own customer feedback charter refers to complaint acknowledgement, resolution timeframes and escalation processes, but my experience has gone well beyond any reasonable complaint timeframe.

I would strongly recommend that anyone considering a novated lease request every calculation in writing before signing, including the finance amount, residual, FBT assumptions, running-cost budget, fees, payroll deductions, insurance, fuel/service estimates, and what happens if the lease is transferred, ended early or disputed.

SmartSalary/Smartleasing, please provide a full written reconciliation and final complaint response.

They'll set you up fast to get your money. Contactless payments fail at the critical moment. Worst phone options will infuriate you when you really NEED assistance as they just keep taking you in circles.

Worst customer service ever! I needed to amend my salary packaging - I was unable to do this online or in the app due to the nature of the change, ‘chat’ function was useless, called Smart Salary & was 41st caller in a queue, emailed and it took >2 weeks to get a reply that was totally useless (totally misunderstood the request and was full of typos - strange).

If you are assigned to a guy called Brenton, ask for someone else. He will promise you everything at the beginning and will ignore any correspondence afterwards. Haven't heard from him in a month and we went with "SG fleet" who delivered in 2 weeks.

They’re such scammers. Difficult to deal with from the beginning. App looks like it’s from the early 2000s and hard to use. I went over my vehicle budgets because they budgeted wrong registration costs and now they have penalised me $500. They increased my petrol budget despite me saying I didn’t want it due to financial issues. Leasing a car… Read more

through them was difficult and I had to deal with so many different people. If I could choose a provider, I would not choose them. Unfortunately, not an option!

Do not use they have zero custom service and will randomly increase what they take out of your weekly pay with no notification. Plus there insurance provider is even worse to deal with.

I used Smartleasing. The consultant that helped me was very professional and pleasant to deal with. Patience, courteous and very responsive. Brayden explained to me in details all questions I asked. The documentation was always up to date. Overall, I had a very good experience. However, when it came to the Settlement team, when I experienced… Read more

a known issue, the person responding was less than helpful. He gave me the standard solution and when that didn't work, practically told me to sort it out myself. Aelin worked through the problem with me and eventually we got to the solution.

I have been a customer with Smartsalary for 14 years. Generally the service has been very good. I contacted them today to find the answer to a very simple question (clarification of my financier as I am ending my lease) - they have sent me details of 3 different providers! The customer service assistant could not tell me and put me on hold. I have… Read more

been on hold for 50 minutes and still waiting. My time is precious, please either trian your staff to provide simple and correct information or put on more staff - it's terrible having to wait nearly 1 hour for a simple answer!

The Team were fantastic working on my quotes for a new car and secured me a fantastic deal. No ask was too big, even changing model after our initial quote was secured. So happy with the whole experience.

I strongly advise others to think carefully before using SmartSalary / Smartleasing. I have experienced ongoing issues with GST refunds that took months to resolve. It required numerous emails, multiple phone calls, and repeated follow-ups before the mistake was finally corrected. The entire process was unnecessarily stressful and time-consuming. … Read more

More recently, I submitted an EV charger reimbursement claim. I have spoken to two separate representatives, and both assured me the refund would be processed. Despite these verbal confirmations, no action has been taken and no reimbursement has been received. There has been no proactive communication or accountability.

To escalate the matter, I emailed complaints@smartleasing.com.au and received no response for over two weeks, even though their stated response timeframe is two business days. This lack of response is unacceptable.

I also contacted AFCA and was informed that Smartleasing is no longer a member. This means customers do not have access to an independent third-party ombudsman for dispute resolution, which significantly reduces consumer protection and confidence.

Based on my experience repeated errors, delayed refunds, poor communication, and limited external dispute resolution I cannot recommend Smartleasing.

I am very pleased with the help I received. The support was efficient, kind, and professional. My concerns were addressed clearly, and I felt well supported throughout the process. Thank you for the excellent service I was satisfied

extremely slow at reply/ providing service compared to other salary packaging places I have worked with. Take them 8 days to respond to emails. Paywise is much more professional and efficient. One of the worst company I have worked with

Clear and very easy to deal with. Emma Allen was my vehicle consultant and she has been amazing: Always friendly, keen to help and think through different scenarios. Efficient at getting back to me. Superb customer service.

The team at smart are very helpful and mindful of your requirements and are always trying to get you the best deal possible even when you have fulfilled all the necessary requirements. If they see a better deal they inform you and recommend you look at It to ensure you have all the information in front of you. This is one of the best customer service teams I have come across for some time.

The customer service was excellent. They provided clear and easy-to-understand information, and the process went smoothly. However, the dealer was slow; they still haven't arranged for the car to be delivered.

Kylie C from Smartleasing was absolutely amazing. Patient in explaining. Helped me with each steps, me being an absolute novice in these things. The other team members were amazing too when Kylie couldn't come to the call, as she was busy with other clients. Excellent communication between team members. I got my car! Thank you so much! Show details

Would give 0 if I could. Once paperwork for the transfer of my lease from previous employer to current employer and smart was in and they were happy they sent an email stating my deductions and set it up.i didn't authorise how much. They also organise an extra amount for 6 cycles to catch up my outstanding loan during the transfer.... if they had… Read more

spoken to the loan company they would have known that I had paid it each month to ensure my credit rating was good. Once I spoke with them I requested additional 100 to come out to cover upcoming costs for 6 months as rego would be due soon. I then had rego come out and they emailed to state they would be increasing it by xyz for 3 cycles to cover the rego. (May as well have paid it out of my pocket). It takes almost 2 weeks to hear anything from them There service is disgusting.

I’ve had an excellent experience with the customer service. The team is patient, friendly, and always willing to explain things clearly. It’s refreshing to work with a financial company that truly values its customers.

Words fail me with this company and their complaints resolution. Six months later and my salary packaging has not been adjusted despite numerous promises. There was also a promise of a $50 good will gesture that never arrived. I will never recommend smart salary to anyone - stay clear.