Complaints and Disputes
Austbrokers Central Coast have appointed a Complaints Manager and should you have a complaint or require further information in relation to submitting a complaint, please contact our Complaints Manager.Bob White Ph: 02 4355 9999 Email: email@example.com
Complaints Handling Procedures6.1 The following standards apply to all complaints handling. 1. We will conduct complaints handling in a fair, transparent and timely manner. 2. We will make available information about our complaints handling procedures. 3. We will only ask for and take into account relevant information when deciding on your complaint. 4. You will have access to information about you that we have relied on in assessing your complaint and an opportunity to correct any mistakes or inaccuracies. In special circumstances or where a claim is being or has been investigated, we may decline to release information but we will not do so unreasonably. In these circumstances, we will give you reasons. We will provide our reasons in writing upon request. 5. Where an error or mistake in handling your complaint is identified, we will immediately initiate action to correct it.
Internal Dispute Resolution – Complaints6.2. We will respond to complaints within 15 business days provided we have all necessary information and have completed any investigation required. 6.3 In cases where further information, assessment or investigation is required we will agree reasonable alternative time frames. If we cannot agree, we will treat your complaint as a dispute and we will provide information on how you can have your complaint reviewed by a different employee who has appropriate experience, knowledge and authority. 6.4 We will keep you informed of the progress of our response to the complaint. 6.5 When we notify you of our response, we will provide information on how our response can be reviewed by a different employee who has appropriate experience, knowledge and authority.
Internal Dispute Resolution – Disputes6.6 If you tell us you want our response reviewed, we will: a) treat it as a dispute; b) notify you of the name and contact details of the employee assigned to liaise with you in relation to the dispute; and c) respond to the dispute within 15 business days provided we receive all necessary information and have completed any investigation required. 6.7 In cases where further information, assessment or investigation is required we will agree reasonable alternative time frames. If we cannot reach agreement you can report your concerns to Financial Ombudsman Service (FOS). 6.8 We will keep you informed of the progress of our review of your dispute at least every 10 business days. 6.9 We will respond to your dispute in writing giving: a) reasons for our decision; b) information about how to access available external dispute resolution schemes; and c) notify you of the time frame within which you must register your dispute with the external dispute resolution scheme.
External Dispute Resolution6.10 If we are not able to resolve your complaint to your satisfaction within 45 days (including both the complaint and internal dispute resolution process referred to in this section of the Code), we will inform you of the reasons for the delay and that you may take the complaint or dispute to our External Dispute Resolution scheme even if we are still considering it (and provided the complaint or dispute is within the scheme’s Terms of Reference). We will inform you that you have this right and details of our External Dispute Resolution scheme before the end of the 45-day period. 6.11 Insurers subscribe to the independent external dispute resolution scheme administered by FOS. 6.12 FOS is available to customers and third parties who fall within the Terms of Reference of FOS. 6.13 External dispute resolution determinations made by FOS are binding upon us in accordance with the Terms of Reference. 6.14 Where FOS Terms of Reference do not extend to you or your dispute, we will advise you seek independent legal advice or give you information about other external dispute resolution options (if any) that may be available to you.
Austbrokers Central Coast subscribes to the Financial Ombudsman Service (FOS) which is a free consumer service designed to help resolve the disputes between Insurance Brokers and their clients. Please click on the below link to go directly to their website.