COMPLAINTS AND DISPUTES POLICY
At EA Insurance Services, we are determined to live by our values of professionalism and integrity, however we understand that occasionally, people or processes don’t meet with expectations, and a complaint needs to be made or a dispute occurs.
We value any feedback, good or bad, about our service.
When a complaint is made, we will promise in the first instance to listen to you and then try to resolve the matter in a fair and timely manner.
How you can have your complaint heard
The insurance industry is governed by a number of strict processes about the management of complaints and disputes.
If you should have any concern or complaint or dispute, the following process should be followed:
In the first instance, let us know your issue by:
A. Calling the Account Manager who normally works with you to discuss your complaint; OR
B. Email email@example.com or write to us at PO Box 5214, Pinewood VIC 3149 and explain your complaint, and attach any documentation; OR
C. Visit us in person at 60 Duerdin Street Clayton VIC to discuss your complaint; OR
D. Calling our office on (+61) 03 9890 6851 and requesting to speak directly with our Complaints Officer.
Our Complaints Officer is Ash Sutale.
The next steps:
If you have written to us, your written complaint will be attended to by the Complaints Officer who will contact you within 24hours. Your written complaint will also be acknowledged in writing within 2 business days.
If you have called the Account Manager who normally works with you to discuss your complaint and they are unable to resolve the complaint to your satisfaction, they will immediately provide the known details to our Complaints Officer who has the authority to deal with your complaint at this stage. You will be contacted by our Complaints Officer within 24hours.
Our aim is to resolve your complaint as soon as possible and within 15 business days of receipt of the necessary information and completion of the necessary investigations. We will keep you informed of our progress during this period. If further information, assessment or investigation is required, we will agree reasonable alternative time-frames and we will keep you informed at least every 10 business days.
We will only ask you for relevant information and you will have access to the information we have relied upon in assessing your complaint. We will also take the opportunity to correct any mistakes in that information. In special circumstances, we may decline to release certain information but will not do so unreasonably. In these circumstances, we will give you our reasons in writing.
Our values demand that we act with integrity and professionalism. It is our expectation that the way we handle your complaint will reflect that value.
If your complaint remains unresolved or you are not satisfied with our final response:
You may lodge a complaint with the Australian Financial Complaints Authority (AFCA).
There are four (4) ways you can contact AFCA:
A. Online: www.afca.org.au
B. Email: firstname.lastname@example.org
C. Phone: 1800 931 678 (free call)
D. Write to: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001
Time limits may apply to complaints to AFCA so you should act promptly.
Consult the AFCA website www.afca.org.au to find out if or when the time limit relevant to your circumstances expires.