We are committed to efficient, fair, transparent and timely resolution of disputes. We subscribe to the NIBA Code of Conduct and to the General Insurance Brokers Code of Practice. We have a detailed internal dispute resolution process in accordance with the guidelines in that Code. As part of our commitment, we subscribe to Australian Financial Complaints Authority(AFCA), an external dispute resolution service accessible to clients free of charge in the event that they believe a complaint has not been satisfactorily dealt with by us.
If you have any complaints about our services to you, please contact:
By post to:
PO Box 909
NEWCASTLE NSW 2300
By telephone: 02 49256555
or by email: firstname.lastname@example.org
If your complaint cannot be resolved to your satisfaction within 20 business days, you have the right to refer the matter to Australian Financial Complaints Authority(AFCA). They may be contacted:
By post to:
Australian Financial Complaints Authority(AFCA)
GPO Box 3
MELBOURNE VIC 3001
Toll Free: 1800 931678
or by email: email@example.com . An information brochure on how to resolve your dispute is available by clicking here. A complaint form is also available at the AFCA website – https://www.afca.org.au/
If you require further information about any of these procedures please contact our office during business hours.