AustralAsia Insurance Brokers Pty Ltd

Let us know what you are not happy about. Because we treasure you as our client, all complaints are immediately notified to and personally handled by our Managing Director. We will do our best to resolve it quickly with our Internal Dispute Resolution service which is free-of-charge.

Your complaint will be handled personally by our Managing Director in a fair, transparent and timely manner.  We shall, in writing as far as practicable,:

• immediately (or if this is not possible as soon as practicable) acknowledge the receipt of Complaints or Disputes and address them promptly in accordance with their degree of urgency;

• only ask for and take account of relevant information in considering a Complaint or Dispute;

• immediately initiate action to correct any identified error or mistake in dealing with a Complaint or Dispute;

• keep you informed about the progress of your complaint at least every ten (10) business days;

• allow you to seek access to information we have relied on in assessing a Complaint or Dispute and provide you with access to the information, except in special circumstances, such as where this would breach any laws (e.g. privacy) or would prejudice us in relation to the Complaint or Dispute; and

• provide reasons why we will not give you access to such information mentioned above; and

If your complaint cannot be resolved within 21 days or such later time agreed with you in order to obtain information or undertake the relevant assessment or investigation to your satisfaction, then you may lodge a complaint with the Australian Financial Complaints Authority of which we are a member.:
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001

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We subscribe to the Insurance Brokers Code of Practice.  If AFCA decides your dispute falls outside its Terms of Reference it will arrange, as Code Administrator, to determine if it falls with the terms of the Code. If so, it will follow the process below. 

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• Reporting a breach

  • For an alleged breach to be reviewed the required complaint form must be completed and provided to the Code Compliance Manager by a Client. If appropriate, they will assist the Client in completing the form.

• Review of Code compliance

  • The Code Compliance Manager may conduct compliance reviews of any Code Member whether a complaint has been received or not.

• Conciliation process

  • The Code Compliance Manager will, where appropriate, endeavour to resolve alleged breaches of the Code by a Code Member by conciliation. They do not have the power to make any decisions which bind a Code Member or the complainant. They will refer any unresolved matter to the Code Compliance Committee.