A complaint is defined as “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”. This also includes any privacy concerns or complaints you may have.
If you are unhappy with something we have done, we will follow our internal complaints process to resolve the matter. If you have a complaint, please contact us by any of the following methods:
Attention: Matthew Allen, Director
Postal address: 5 Lindsay Street, Perth WA 6000
Phone: 1800 880 008
Or Online: Contact Us Page.
We take your feedback seriously and will work quickly, proactively and fairly to investigate and resolve your complaint.
We will assist you in lodging your complaint, which may include incorporating the services below, which you can also use directly:
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 is available at no additional charge:
For talk-to-text users, call 133 677 and then ask for the phone number;
For speak-and-listen users, call 1300 555 727 and then ask for the phone number;
For internet relay users, connect to the NRS and then ask for the phone number.
The Translating and Interpreting Service, a government interpreting service available 24 hours a day to any person or business who needs assistance in communicating with non-English speaking persons.
You are also able to authorise a representative to act on your behalf in lodging and dealing with your complaint. This might be a financial counsellor, legal representative, family member or trusted friend.
We will only ask for, and take into account, relevant information in considering a complaint. In accordance with our Privacy Policy, you are permitted to seek access to your personal information and information that has been relied upon in assessing your complaint.
We will collect certain information from you in order to consider your complaint, including:
Your name and any relevant product details;
Your contact details and any communication preferences;
A description of your complaint; and
How you would like the complaint resolved.
We will aim to acknowledge your complaint within 1 business day of receiving it, and we will let you know who will be handling your complaint and what to expect. The person handling the complaint will:
commence their investigation and may require further details from you;
keep you updated on the progress of your complaint;
give you a written response once their investigation is complete. This is known as an internal dispute resolution (IDR) response. It will tell you the final outcome of your complaint, your right to take the matter to the Australian Financial Complaints Authority (AFCA) if you are not satisfied, and how to contact AFCA.
We may not provide a full written response to you if, within 5 business days of receiving your complaint, we have:
resolved the complaint to your satisfaction; or
given you an explanation and/or apology when no further action to reasonably address the complaint can be taken.
However, we will confirm the resolution, and if you would like a full written response to your complaint you can request one and we will provide it.
We aim to resolve all complaints as quickly as possible. Many complaints can be resolved immediately or within a few days.
We will keep you informed about your complaint and will provide you with a written response within 30 calendar days of receiving it.
We endeavour to promote the interests of our clients at all times, including as part of the handling of complaints, to achieve fair and positive outcomes.
If your complaint is not resolved to your satisfaction through our internal complaints process, you have the right to refer your complaint to AFCA. AFCA is an external dispute resolution scheme responsible for providing fair and independent complaints resolution services, which are free to consumers.
You can lodge your complaint with AFCA by sending the relevant information and documents to:
Australian Financial Complaints Authority Limited (AFCA)
Postal address: GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au
If you would like a copy of this Complaints Guide posted to you, please let us know and it will be provided free of charge.
If you have any further questions or concerns about how Arcadia handles complaints, please contact Matt Allen or Arcadia generally on the contact details listed above. We welcome your feedback.
Arcadia Insurance Brokers Pty Ltd (ABN 22 700 321 302) is a Corporate Authorised Representative (1323290) of Oracle Group (Australia) Pty Ltd. AFSL (363610).
Any advice on this website is general only and does not take into account your objectives, financial situation or needs.
Before acting on it, consider whether it is appropriate for you and read the relevant Product Disclosure Statement and Target Market Determination before deciding to acquire a product.
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