Resolving Insurance Complaints

Complaints Process

At Albany District Insurance Brokers Pty Ltd, we are committed to providing a high standard of service and ensuring that any concerns or complaints are managed in a fair, respectful, timely and confidential manner. We value feedback from our clients and use complaints as an opportunity to review and improve our services.

What is a complaint?

A complaint is an expression of dissatisfaction made to or about an organisation, relating to its products, services, staff, or the handling of a complaint, where a response or resolution is expected or legally required.

You do not need to use the word “complaint” or “dispute” for your concerns to be considered under our Internal Dispute Resolution (IDR) process.

This process also applies to any privacy concerns or complaints you may have.

How can I make a complaint?

If you are dissatisfied with any aspect of our service, we encourage you to contact us so we can work with you to resolve your concerns.

You can lodge a complaint using the following methods:

Complaints Officer

Luke Cameron
Albany District Insurance Brokers Pty Ltd

Phone: 08 9841 6199
Email: luke@adib.com.au
Website: www.adib.com.au

We will assist you with lodging your complaint and will ensure your concerns are appropriately recorded and reviewed.

You may also appoint an authorised representative to act on your behalf. This could include a family member, trusted friend, financial counsellor or legal representative.

If you require assistance communicating your complaint, we can assist you to access:

  • National Relay Service (NRS) – a free Australia-wide service for people who are deaf, hard of hearing, or have a speech impairment.
  • Translating and Interpreting Service (TIS National) – a free interpreting service available to assist people who require support communicating in English.

What information do we need?

To help us investigate your complaint, we may request the following information:

  • Your name and contact details;
  • Details of the relevant policy, product or service;
  • A description of your concern, including any relevant dates or events; and
  • The outcome you would like us to achieve.

We will only request and consider information relevant to your complaint and will handle your personal information in accordance with our Privacy Policy.

What happens after you lodge a complaint?

Once we receive your complaint, we will:

  1. Acknowledge your complaint
    We aim to acknowledge your complaint within one business day and confirm who will be managing your complaint.
  2. Review and investigate your concerns
    We will assess the information provided, investigate the matter thoroughly, and may contact you if we require further details.
  3. Keep you informed
    We will provide updates on the progress of your complaint where required and keep you informed throughout the review process.
  4. Provide a response
    We will provide you with a written Internal Dispute Resolution (IDR) response outlining:
    • The outcome of our investigation;
    • Any actions taken to resolve your complaint; and
    • Your options if you remain dissatisfied with the outcome.

How long will it take?

We aim to resolve complaints as quickly as possible. Many complaints can be resolved immediately or within a few days.

We will provide a final written response within 30 calendar days of receiving your complaint.

In circumstances where a complaint is particularly complex, or there are circumstances outside of our control that cause delays, we will notify you of the reason for the delay, provide an expected timeframe for completion, and advise you of your right to refer the matter to the Australian Financial Complaints Authority (AFCA).

What if I am unhappy with the outcome?

Our goal is to achieve a fair outcome for all parties. If you are not satisfied with our response, you can request further assistance through:

Steadfast Customer Advocacy Service

As a member of the Steadfast Network, Albany District Insurance Brokers has access to the Steadfast Customer Advocacy Service.

This free service provides additional support, guidance and assistance to clients where concerns have not been resolved or where you believe our service has not met your expectations.

Customer Advocacy Manager
Steadfast Group Ltd

Phone: 02 9495 6509
Email: customeradvocacy@steadfast.com.au

External Dispute Resolution – AFCA

If your complaint remains unresolved after completing our Internal Dispute Resolution process, you may refer your complaint to the Australian Financial Complaints Authority (AFCA).

AFCA is an independent external dispute resolution service that provides fair, free and impartial assistance to consumers and eligible small businesses.

You can contact AFCA:

Australian Financial Complaints Authority (AFCA)
Postal Address: GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au

We welcome your feedback and are committed to continually improving the service we provide to our clients.