Complaints

How to make a Complaint

SafetyCulture Care has an Internal Dispute Resolution (IDR) process for handling complaints.

You can make a complaint about any aspect of your relationship with us, including your policy or claim and our service, staff or handling of a complaint, or the service of any party acting on our behalf or who we have appointed.

We will attempt to resolve your complaint in accordance with our Internal Dispute Resolution (IDR) procedure.

If you disagree with the outcome of our review, one of our team members and/or an experienced member of the insurer will further review the complaint. You will not be required to resubmit your complaint – we will arrange this.

Our commitment to you

As part of our complaints handling procedure, we will:

• Acknowledge your complaint.

• Provide you with the name and contact details of the person assigned to reviewing it.

• Do our utmost to resolve the complaint to your satisfaction within 10 business days.

• If we cannot resolve your complaint within 10 business days, we will provide updates every 10 business days, unless you agree to a different time frame — provided that we have all relevant information to properly consider your complaint.

• Provide a final decision within 30 calendar days of the date on which you first made your complaint.

• If we cannot provide a final decision in this timeframe, we will tell you, in writing, the reasons for the delay and your right to take the complaint to the Australian Financial Complaints Authority (AFCA).

• Give you the information we relied on when making a decision about your complaint within 10 business days of you asking for it.

External review

We remain committed to providing you with an outcome within 30 calendar days. If you are not satisfied with our decision or a decision is not reached within 30 calendar days, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA) an external dispute resolution scheme which is independent and free to you (subject to its relevant terms and rules). AFCA’s contact details are as follows:

Email:[email protected]

Phone: 1800 931 678

Monday to Friday, 9AM – 5PM AEST/AEDT

Calls from an international number add 0061

GPO Box 3, Melbourne VIC 3001

Please note that AFCA will not consider a complaint/dispute unless it is lodged before the earlier of the following time limits:

• within 2 years of the date of our final IDR response; and

• within 6 years of the date when you first became aware (or should reasonably have become aware) that you suffered the loss.

However, AFCA may still consider a complaint/dispute lodged after either of these time limits if it considers that exceptional circumstances apply. Refer to the AFCA website for more details.

How much will this procedure cost you?

This service is free of charge.

Contact us

Email: [email protected]

Phone: 1300 164 884

Post: 72 Foveaux Street, Surry Hills, NSW 2010

Monday to Friday, 9AM to 5PM Sydney Time