OUR INTERNAL DISPUTES RESOLUTION PROCESS
We strive to make our clients happy by meeting, if not exceeding, their expectations. At times, we endeavour to be accurate, honest and fair; however, occasionally complaints or disputes do occur.
When they do, we will attempt to resolve them by carefully listening and responding a professional, fair and timely manner. Please tell us about any problem so we can fix it for you and improve our services.
As a National Insurance Brokers Association (NIBA) member, we are automatically bound by the provisions of the Insurance Brokers Code of Practice (the Code).
Owned and published by NIBA, the Code sets standards of good practice in dealing with persons who are, or who may become, an individual or small business client of an insurance broker.
A copy of the Code can be downloaded from NIBA’s website at http://www.niba.com.au/html/24513.cfm.
HOW WE CAN RESOLVE YOUR COMPLAINT
We have effective and streamlined procedures for dealing with complaints and disputes about our services, products, employees, or agents.
- In the first instance, you can let us know about your complaint by:
- Calling our consultant who handles your insurance matters and explain your complaint; or
- Writing to us, explaining your complaint and attaching any necessary documentation; or
- Visiting us and explaining your complaint.
- If our consultant cannot resolve your complaint to your satisfaction during your phone call or visit, please telephone our Complaints Manager, Mr Danny Brandon on (07) 3847 0400.
- We will acknowledge your complaint in writing and will endeavour to resolve your problem within 20 days through our internal disputes resolution process. We will keep you informed of our progress during this period.
- If you are still not satisfied, Regional Insurance Brokers subscribe to the Australian Financial Complaints Authority (AFCA), a free customer service, which handles complaints against brokers. You can refer your complaint to the AFCA who will conciliate with a view to seeking a solution that is acceptable to both parties. Further information about AFCA is available from our office, or contact the AFCA directly on telephone 1800 931 678, email firstname.lastname@example.org, or website http://www.afca.org.au