Dispute Resolution

It needs to be stated that if our service standards are maintained, disputes and complaints should be a rarity however human nature being what it is, they can arise and we will respond in a fair & expeditious manner.

If you have a complaint or dispute about the services provided by us to you, you should take the following steps:

1. Contact your adviser and tell them about your complaint.
2. If your complaint is not resolved to your satisfaction, please contact our Complaints Officer by telephone or in writing
   

   Telephone:	(03) 9885 8066 or Toll Free 1800 817 216
   Fax:	(03) 9885 8077
   Email:	complaints@insurance-solutions.com.au
   Postal:	P O Box 1050, Darling, Vic 3145

We recognise that an important key to any dispute resolution process is to listen to the complainant and allow him/her to state their case in full. If needed, we will ask questions to ensure we fully understand the nature of the complaint.

We will endeavour to amicably resolve the matter within 20 working days however should we not be able to resolve the matter to the full satisfaction of the complainant, we subscribe to the Insurance Brokers Disputes Limited ("IBD") which is 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.

IBD is an external dispute resolution facility that is approved by the Australian Securities & Investments Commission (ASIC) and provides support to help you resolve problems quickly and efficiently, without having to resort to costly litigation.

For more details on IBD and their Terms of Reference, please visit their website www.ibdltd.com.au or contact them – their details are:

Insurance Brokers Disputes Limited (IBD),
Level 5, 31 Queen Street,
Melbourne, Vic 3000

Telephone:	(03) 9613 7366 or Toll Free 1300 780 808
Fax:	(03) 9620 0166
Email:	info@ibdltd.com.au