If the concern is about one of the insurance products offered on behalf of an Insurance company it will be referred to the insurance company to resolve. As an Authorised Representative, we are required to report such concern to the insurance company under the General Insurance Code of Practice.
The role of the Internal Dispute Resolution Officer is to investigate customer concerns and to make a final decision with a view to resolving the matter satisfactorily, in accordance with our internal dispute resolution process. The Officer usually has the authority to make a final decision and will notify you verbally within 24 hours, where a simple issue and solution is available, and in writing within 21 days where more complex issues may be involved.
Our internal dispute resolution process is free of charge to all our customers.
If you do not agree with our internal Dispute resolution process, you can contact the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Telephone: 1800 931 678 (free call).
In writing to: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001.
If your complaint is about our collection & use of your personal information you may refer the matter to the Australian Privacy Commissioner who will investigate your concerns and make a decision at no cost to you. Contact details: GPO Box 5218, Sydney, NSW 2001; Ph: 1300 363 992; website: www.oaic.gov.au
If you require assistance in understanding how our internal dispute resolution process operates, contact our Internal Dispute Resolution Officer.