Complaints & Disputes

Andrews Insurance Services Pty Ltd subscribes to the Insurance Brokers Code of Practice and is a member of the Australian Financial Complaints Authority (AFCA).

We are committed to providing quality service and resolving complaints promptly, fairly and transparently in accordance with our Complaints and Disputes Policy.

You have the right to make a complaint if you are dissatisfied with a product or service we have provided, the way we have handled a matter, or the conduct of your broker, authorised representative or another member of our team.

There is no charge for making a complaint.

Step 1: Contact Your Representative

In the first instance, please contact the Andrews Insurance Services Pty Ltd representative with whom you have been dealing. They will attempt to address your concerns and resolve the matter promptly.

Step 2: Contact Our Complaints Officer

If your complaint is not resolved to your satisfaction, or you would prefer not to raise it with your representative, please contact our Complaints Officer:

Mr. Martin Dalrymple: Complaints Officer
Andrews Insurance Services Pty Ltd

Telephone: (02) 9680 1700 or 0419 294 705   Email: martin@andrewsinsurance.com.au

Street address: Suite 401, 12 Century Circuit Norwest NSW 2153

Postal address: PO Box 6923 Baulkham Hills NSW 2153

Please provide as much information as possible about your complaint, including your contact details, the nature of your concerns and the outcome you are seeking. This will assist us in properly investigating and responding to your complaint.

If you need assistance lodging your complaint, please let us know. We will take reasonable steps to accommodate any assistance or accessibility requirements you may have.

We will acknowledge your complaint and investigate it fairly and objectively. We will provide you with a written response setting out the outcome of our investigation and the reasons for our decision within 30 calendar days of receiving your complaint, unless a different timeframe applies under the relevant laws or regulatory requirements.

If we are unable to provide our final response within the required timeframe, we will inform you of:

• the reasons for the delay;
• your right to refer the complaint to AFCA; and
• AFCA’s contact details.

Step 3: External Review and Assistance

If you are dissatisfied with our response, or we have not responded within the applicable timeframe, you may seek assistance from Steadfast Customer Advocacy or refer your complaint to AFCA.

Steadfast Customer Advocacy

Steadfast Customer Advocacy provides clients of Steadfast brokers with support, advice and assistance regarding their experience with the services provided by their broker.

Email:customeradvocacy@steadfast.com.au
Telephone: (02) 9495 6500

Using the Steadfast Customer Advocacy service is optional and does not affect your right to refer your complaint directly to AFCA.

Australian Financial Complaints Authority

AFCA provides consumers with a free and independent external dispute resolution service.

You may contact AFCA using the following details:

Postal address: GPO Box 3, Melbourne VIC 3001
Telephone: 1800 931 678
Email:info@afca.org.au
Website:www.afca.org.au

Time limits may apply to complaints lodged with AFCA. You should contact AFCA or review its website to determine whether a time limit applies to your complaint.