Complaints

A Guide To Our Procedures

Overview

Ian Jones Insurance Brokers Pty Ltd (IJIB) is a member of the Australian Financial Complaints Authority (AFCA). Therefore, we are committed to the fair, transparent and timely resolution of disputes.

Complaints are a valuable and important part of ongoing business relationships. They provide a flag to potential problems and difficulties and a repetition of complaints can indicate a systemic problem that needs immediate attention.

What is a Complaint?

A complaint is:

“An expression of dissatisfaction made to or about us, related to our products, services, staff or our handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.”

How To Make A Complaint

Complaints Manager
Ian Jones Insurance Brokers Pty Ltd
PO BOX 847
NEWCASTLE NSW 2300

We will try to resolve your complaint fairly and quickly.

Generally, where your complain is made verbally, we will acknowledge your complaint in the same manner, and in writing, within one business day, or as soon as practicable. If it is made in writing or by email, we will acknowledge your complaint, in writing, within one business day or as soon as practicable.

When acknowledging your complaint, we will also have regard to any preferences you have communicated to us in relation to the way in which you wish for us to communicate with you.

If we cannot resolve your complaint immediately, we will need some time to investigate your concerns. We may also request that you provide us with further information to assist with our investigation. We will provide you with our written reasons for the outcome of your complaint no later than 30 calendar days after receiving your complaint where:

• your complaint is not resolved within five business days of us receiving your complaint;
• if you request a written response; or
• if your complaint is about a declined insurance claim or the value of an insurance claim.

If you are not satisfied with a product or service, or if a possible breach arises that involves your claimant intermediary, broker, or authorised representative, please contact our complaints manager.

If an issue has not been resolved to a client’s satisfaction, the client can advise to escalate the complaint to the AFCA for external dispute resolution. AFCA provides fair and independent financial services complaint resolution.

Further information about AFCA is available from:
Website: www.afca.org.au
Tel: 1800 931 678
Email: info@afca.org.au
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne Vic 3001
Ian Jones Insurance Broker’s Complaints officer is Ian Jones.

Request For Information

You may request copies of the information we have relied upon to arrive at our decision in the Complaint Handling Process. In some instances, we may not release the information as requested and you may request a review of our decision not to release such information. We will comply with Code requirements regarding proving the information you request.

Protecting Your Privacy

We collect, use and retain your personal information in accordance with the Australian Privacy Principles.

Our details Privacy Policy is available on our website at www.ianjonesinsurance.com.au. If you have a privacy-related complain or want more information about how Ian Jones Insurance Brokers Pty Ltd is managing your personal information please contact:

Ian Jones
Ian Jones Insurance Brokers Pty Ltd
PO BOX 847
NEWCASTLE NSW 2300
Phone: (02) 4910 3900
Email: info@ianjonesinsurance.com.au