Complaint Resolution

If you have any complaints about the service provided to you, you should take the following steps.

  1. Contact us and tell us about your complaint.
  2. If your complaint is not satisfactorily resolved within 24 hours, please call our Complaints Office on 07 3327 9900.
    Alternatively, put your complaint in writing and send it to the Complaints Officer:

    Austbrokers Premier Pty Ltd
    PO Box 1215,Toowong DC Q 4066

    Please mark the envelope 'Notice of Complaint'. We will try and resolve your complaint quickly and fairly.
  3. If the complaint can't be resolved to your satisfaction within 40 business days, you have the right to refer the matter to the Insurance Financial Ombudsman's Service (FOS). We will provide you with further details about FOS upon lodging your dispute with us, or at any time upon your request.

Alternatively, refer the matter to FOS

The Financial Ombudsman Service (FOS) is a free consumer service established by the insurance broking industry to help resolve any complaints and disputes that may arise between insurance brokers and their clients. It is independently monitored and is overseen by a Council which represents all parties. Under the FOS scheme, participants are required to have internal systems to monitor and resolve complaints. They must agree to make a decision about your complaint quickly, usually within 40 working days.

Call FOS's General Manager who is there to assist. Generally problems can be fixed with a single telephone call. If you are not happy with the outcome after 40 working days, it will be passed on to FOS's Referee.

Referee

The Referee, who is legally qualified, will issue a determination within 40 working days. Under FOSLTerms of Reference, insurance brokers and financial service providers must abide by decisions made by the Referee, although they are not binding on the consumers.

Representing you fairly

FOS is part of a national self-regulatory scheme, which was first established in 1996. FOS has been approved by the Australian Securities and Investments Commission (ASIC) and since 01/01/2003 has operated as a public company limited by guarantee. It is in the industry's interest to resolve disputes efficiently and fairly. FOS is overseen by a board of directors to ensure your interests are represented. The board consists of two consumer representatives, two industry representatives and an independent chairman.

A free service to consumers

FOS is funded by its members, who subscribe to the scheme, in order to provide a service which is free of charge to consumers.

The Financial Ombudsman Service(FOS) is a free consumer service designed to handle complaints and help resolve problems between insurance brokers and other financial services providers (other than insurance companies) and their clients.

FOS provides support to help you resolve problems quickly and efficiently, without having to resort to costly litigation.

Anyone who has a problem with their insurance broker or financial service provider concerning a general or life insurance policy can contact FOS.

FOS covers a range of policies including motor vehicle, home buildings and contents, sickness and accident, life, consumer credit, travel, personal and domestic property up to a claim limit of $100,000. FOS also handles complaints regarding small business pak policies up to a claims limit of $10,000.

Some cases, such as those already involved in legal proceedings, are not handled by FOS, nor does FOS handle disputes involving claims of more than the respective claim limit (ie $100,000 / $10,000), except where the insurance broker or financial service provider and its professional indemnity insurer have agreed to waive this limit.

If you have any query about whether your complaint can be handled by FOS, call 1300 780 808 or email info@fos.org.au

The Financial Ombudsman Service,

GPO Box 3,Melbourne,Victoria, 3001.
Telephone: 1300 780 808
Website: www.fos.org.au
Email:info@fos.org.au

If you would like further details of our Privacy Complaints Handling Procedure, please contact our Privacy Officer using the contact details listed above.

We recommend that you retain this information for future reference.

Who can use FOS

Anyone who has a problem with their insurance broker or financial service provider (other than insurance company) concerning a general or life insurance policy can contact FOS.
For complaints against insurance companies, please contact the Insurance Enquiries and Complaints Ltd (IEC) on 1300 363 683.

FOS covers a range of policies including motor vehicle, home buildings and contents, sickness and accident, life, consumer credit, travel, personal, domestic property policies and small business pak policies. Complaints can be lodged by retail clients. Retail client is defined as any person or small business.

Small business means a business employing less than 100 people if it is or includes manufacture of goods, otherwise 20 people.

Some cases, such as those already involved in legal proceedings, are not handled by FOS, nor does FOS handle disputes involving claims of more than $100,000 in regards to general and life insurance policies and $10,000 in regards to small business pak policies, except where the insurance broker or financial service provider and its professional indemnity insurer have agreed to waive this limit.

If you have any query about whether your complaint can be handled by FOS, call 1300 780 808 or email info@fos.org.au.

The general insurance brokers code of practice

IBL members subscribe to the General Insurance Brokers Code of Practice. The Code outlines standards of good practice to be expected from your insurance broker or financial service provider. Copies of the Code are available from your insurance broker or financial service provider and from IBL.