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, which complies with the General Insurance Code of Practice and ASIC guidelines.

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
• 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

If you are not happy with our response, you may refer your complaint to AFCA at any time. If your complaint is not resolved to your satisfaction within 30 calendar days of the date on which you first made the complaint, AFCA may review it, subject to its Rules.

Your complaint must be referred to AFCA within 2 years of the final decision, unless AFCA considers special circumstances to apply. If your complaint is not eligible for consideration by AFCA, you may seek independent legal advice.

Contact details

SafetyCulture Care’s contact details are:

Email: [email protected]

Phone: 1300 164 884

Post: PO Box 304, Surry Hills NSW 2010

AFCA’s contact details are:

Telephone 1800 931 678

Email [email protected]

Post Australian Financial Complaints Authority

GPO Box 3

Melbourne VIC 3001

Your complaint must be referred to AFCA within 2 years of the final decision, unless AFCA considers special circumstances to apply. If your complaint is not eligible for consideration by AFCA, you may seek independent legal advice.

How much will this procedure cost you?

This service is free of charge.

Contact us

Phone 1300 164 884

Email [email protected]