What if I have a complaint?
We hope that you never have a complaint, but if you do we will do our best to work with you to resolve it through the following process:
Please speak to one of our Customer Support team on 1300 794 915 who will try to resolve your complaint straight away.
Step 2: Talk to the manager
If required, ask to speak to a Customer Support Manager to further discuss your concerns.
Step 3: Contact our Internal Dispute Resolution Committee
If you are still not satisfied and your complaint is not yet resolved, you can contact our Internal Dispute Resolution Committee at:
- Mail – Customer Support Complaints, Seniors Pet Insurance, Locked Bag 9021, Castle Hill NSW 1765
- Email – email@example.com
- Phone – 1300 794 915
Your concerns will be investigated by an officer with full authority to deal with the complaint and we will inform you of the outcome within 15 working days of receiving your complaint.
Step 4: Where we have not resolved your complaint
In the unlikely event that your concerns are not resolved to your satisfaction by the Internal Dispute Resolution Committee, or your complaint has not been resolved within 45 days, you may contact the Australian Financial Complaints Authority (AFCA). You can contact AFCA at:
- Mail – GPO Box 3, Melbourne VIC 3001
- Email – firstname.lastname@example.org
- Phone – 1800 931 678
- Website – afca.org.au
A decision by AFCA is binding on us (up to specified jurisdiction limits) but is not binding on you. You have the right to seek further legal assistance. The AFCA service is provided to you free of charge.