From the AFR: Remserv, a subsidiary of listed salary packager...

From the AFR:

Remserv, a subsidiary of listed salary packager McMillan Shakespeare, has been forced to change some of its marketing and quotation practices following 20 complaints to the Queensland government of excessive fees.
The Queensland Department of Housing and Public Works lifted a temporary ban on Remserv giving quotes on novated leases to government employees on Thursday. It is understood what was initially a three-day suspension of the Brisbane-based business, starting on July 1, lasted more than two weeks.
A department spokeswoman said the department was now satisfied the 20 complaints were isolated cases.
“Remserv has put measures in place to ensure that these issues won’t be repeated in the future,” she said.
The government’s other salary-packaging provider, Smartsalary, was also temporarily suspended for a short period in early 2011. The spokeswoman said the “issue was resolved and no further complaints have been received”.
Remserv and Smartsalary are the sole salary-packaging “administrators” for the Queensland government. These contracts were recently renewed for another two years.
Several industry sources, including some competitors, complained the two companies had an unfair advantage because it is not made clear to employees that this does not mean they have to use these suppliers.
The department spokeswoman also stressed that “government employees can choose any company they like to obtain a novated lease”.
Neither McMillan Shakespeare nor the Queensland government will reveal details of the complaints which led to Remserv’s suspension.
It is understood the suspension involved allegations that Remserv fees were driven well above market rates by commission-driven sales agents, who were adding on extra products that clients poorly understood and often didn’t need.
The 2009 national consumer credit code introduced in the wake of the financial crisis requires lenders to ensure any borrower will not suffer hardship because the loans they are sold do not apply to leasing.
However, leasing was earmarked as an area to be reviewed for possible inclusion under the code.