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Complaints

If you are not satisfied with our products or services or a decision made in relation to your insurance, please let us know so that we can help. It is important to follow the complaint handling process in order to resolve your complaint effectively and efficiently.

We will endeavour to resolve your complaint within the first 1 - 5 working days, although if we have not been able to resolve this within 15 working days, we can escalate this to our Internal Disputes Team. A response will be provided to you within a maximum of 42 days from your original complaint.



How we deal with a complaint

Step 1: Let us know

Speak to your Resilium Adviser. Your Resilium Adviser will support you and will help resolve any concerns you may have.

If you would like to make a complaint about a Resilium Adviser please let us know by contacting us, see details shown below. The staff member will try to help you or will direct you to the right person who will work with you to try to resolve the complaint. Where the complaint cannot be resolved after 15 working days the complaint can be referred to Customer Relations for an impartial review.

  • By Phone - 1300 092 969
  • By Email - info@resilium.com.au
  • By Post -
    Resilium
    GPO Box 1387
    Melbourne VIC 3001

Step 2: Review by our Customer Relations Team

If you are not satisfied with the outcome of the business review you can request the complaint be referred to the Customer Relations Team for review.

If we require additional information we will contact you to discuss. Customer Relations will usually contact you with a decision within 15 business days of receiving your complaint.

  • By Phone - 1300 092 969
  • By Email - info@resilium.com.au
  • By Post -
    Resilium
    GPO Box 1884
    Sydney NSW 2001

Step 3: Seek review by an external source

We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied you may be able to access the services of the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free for consumers. AFCA has authority to review certain complaints. Contact them to confirm if they can assist you.

Any decision the AFCA makes is binding on us, provided you also accept the decision. You do not have to accept their decision and you have the option of seeking remedies elsewhere.

You can contact AFCA:

  • By Phone - 1800 931 678 (free call)
  • By Email - info@afca.org.au
  • In writing by post -
    Australian Financial Complaints Authority
    GPO Box 3
    Melbourne VIC 3001
  • By Visiting - www.afca.com.au


Handling complaints about a breach of privacy

If you have a complaint about how we collect, hold, use or disclose your personal information or a privacy related issue such as refusal to provide access or correction, please use our complaints process so that we can help. It is important to follow the complaint handling process in order to resolve your complaint effectively and efficiently.


Step 1: Let us know

Should you have a privacy complaint, please tell us because it gives us the opportunity to fix the problem. We offer a free internal complaint resolution scheme to all of our customers.

If you would like to make a complaint, please let us know by contacting the relevant department as they may be able to resolve the complaint for you. A response is usually provided to you within 5 business days. You can contact us via:

Step 2: Review by our Internal Dispute Resolution Team

If you are not satisfied with the outcome of the business review you can request the complaint be referred to the IDR Team for review or you can contact them directly. Should additonal information be required from you, we will contact you to discuss. The IDR Team will usually contact you with a decision within 25 business days of receiving your complaint. You can contact the IDR Team by:

Step 3: Seek review by an external service

We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the services of an External Dispute Resolution Scheme. There are two schemes available:

Office of the Australian Information Commissioner (OAIC)

Complaints must be made in writing.

  • Phone - 1300 363 992
  • Visit - www.oaic.gov.au
  • Post -
    Director of Compliance
    Office of the Australian Information Commissioner
    GPO Box 5218
    Sydney NSW 2001

Australian Financial Complaints Authority (AFCA)

AFCA provides fair and independent financial services complaint resolution that is free for consumers. AFCA has authority to review certain complaints. Contact them to confirm if they can assist you.

  • Phone - 1800 931 678
  • Email - info@afca.org.au
  • Visit - www.afca.org.au
  • Post -
    Australian Financial Complaints Authority
    Office of the Australian Information Commissioner
    GPO Box 3
    Melbourne VIC 3001
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