Complaints Management Policy

1. INTRODUCTION

1.1 ClaimsCo Pty Ltd (“ClaimsCo, we or us”) is committed to effective and efficient complaints
management and to fair and transparent dealings in the financial marketplace

 

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

 

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2. OUR COMPLAINTS MANAGEMENT PROCESS

 

2.1 We take your feedback seriously and will work proactively to investigate and resolve your
complaint. If you have a complaint, please contact us by any of the following methods:
(a) Email: customercare@claimsco.com.au;
(b) Toll-free telephone: 1800 953 644; or
(c) Post: ClaimsCo PO Box, 3630 Helensvale Town Centre, QLD 4212.

 

2.2 Any material relating to ClaimsCo’s Internal Dispute Resolution (“IDR”) process will be
provided to you free of charge.

 

2.3 We will collect certain information from you, including:
(a) Your name;
(b) Your contact details;
(c) How you would prefer to be contacted;
(d) A description of your complaint; and
(e) How you would like the complaint resolved.

 

2.4 We will acknowledge your complaint, generally within one (1) business day, and give you the
contact details of the person responsible for dealing with your complaint.

 

2.5 The person responsible for dealing with your complaint will commence their investigation and
may require further details from you. Upon completion of their investigation, the person
responsible for dealing with your complaint will contact you with an IDR response. This will
provide you with information about:
(a) the final outcome of your complaint at IDR; and
(b) your right to take the complaint to the Australian Financial Complaints Authority (“AFCA”)
if you are not satisfied with the IDR response and how to contact AFCA.

 

2.6 An IDR response is not required to be provided to you when a complaint is resolved by the
end of the fifth (5th) business day of receipt of the complaint, where we have:
(a) resolved the complaint to your satisfaction; or

(b) given you an explanation and/or apology when no further action to reasonably address
the complaint can be taken.

 

2.7 A written response will be provided if:
(a) you request a written response; or
(b) the complaint is about hardship.

 

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3. TIMEFRAME FOR RESOLVING COMPLAINTS

 

3.1 We endeavour to resolve all complaints as quickly as practicable. Many complaints can be
resolved within days or on the spot. We will keep you informed in relation to your dispute and
will provide you with an IDR response within thirty (30) calendar days of receiving your
complaint.

 

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4. IF YOU ARE UNHAPPY WITH OUR RESPONSE

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4.1 If your complaint is not resolved to your satisfaction through our IDR process, you have the
right to refer your complaint to AFCA. AFCA is an independent and external dispute resolution
scheme, of which ClaimsCo is a member.

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4.2 You can lodge your complaint with AFCA by sending the relevant information and documents
to:

Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Fax: (03) 9613 6399
Email: info@afca.org.au
Website: https://www.afca.org.au/

 

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5. ACCESSIBILITY SERVICES

 

5.1 We take our commitment to provide accessible services to customers seriously.

 

5.2 If you are deaf or have a hearing or speech impairment, you can contact us on the National
Relay Service, a government initiative that offers an Australia-wide phone service for people
who are deaf or have a hearing or speech impairment. It’s available at no additional charge:
(a) Talk to text users, please call 133 677 and then ask for 1800 953 644;
(b) Speak to listen users, please call 1300 555 727 and then ask for 1800 953 644; or
(c) Internet relay users, please connect to the NRS and then ask for 1800 953 644.

 

5.3 If you require this Policy is another language, please contact us at the details below.

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6. CONTACT US

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6.1 If you have any questions or would like further information about our complaints handling
process, please contact us by:
(a) Email: customercare@claimsco.com.au;
(b) Toll-free telephone: 1800 953 644; or
(c) Post: ClaimsCo PO Box, 3630 Helensvale Town Centre, QLD 4212

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