Feedback and Complaints Policy

1. Introduction

Master Builders Insurance Brokers (MBIB) subscribes to the Insurance Brokers Code of Practice (IBCOP) and is committed to be open, fair and honest in dealings with customers. We value feedback from our customers about any of our services, policies and procedures, including:

When you have experienced exceptional service from our staff, please let us know so that we can pass your compliment on to the staff members concerned and ensure they are recognised appropriately.
Likewise, if you have any suggestions or general feedback about what we could do better, please let us know. This helps us in our efforts to continually review and improve our products and services.
Is there something about your insurance that you want explained?
Is there something more that you can tell us in relation to a claim?

You can provide feedback using the contact details at the end of this document.

2. Handling Complaints

MBIB endeavours to provide the highest standards of service when selling insurance, dealing with claims, responding to disasters, and handling complaints. We understand that occasionally some customers are dissatisfied with the service we provide.

Below is MBIB’s established process for handling complaints and managing disputes when they arise.

Making a complaint

(Internal Dispute Resolution Process) Types of complaints:

Dissatisfaction about the organisation, services or staff including handling of a previous complaint.
Information security or Privacy Breach.
Advice (exposure).
Alleged breach of the Insurance Brokers Code of Practice.

How we will handle your complaint

We will promptly acknowledge receipt of a complaint advising the name and contact details of the person managing your complaint.
Complaints will be handled by either a staff member or manager as deemed appropriate. If applicable, all reasonable steps will be taken to ensure that the person whose conduct is the subject of the complaint will not handle the complaint.
If it is identified that we have made a mistake in the handling of a complaint, we will take action to correct the mistake.

Timeframes for handling your complaint

a) We will acknowledge your complaint in writing within one (1) business day of receipt.

b) We will keep you informed about the progress of your complaint at least every (10) business days.

c) If a complaint is resolved to the satisfaction of the complainant after five (5) business days, we will provide written confirmation to you to confirm this.

d) We will resolve a complaint within thirty (30) calendar days from the date it is received.

I. If we cannot resolve the dispute within this timeframe, we will:

i. Contact you in writing and provide reasons for the delay;

ii. Inform you of your right to take the complaint to AFCA (if applicable) and provide you with the contact details for AFCA; and

iii. Inform you of your right to report alleged breaches of the Code to the Insurance Brokers Code Compliance Committee (if applicable)

How to contact us to provide feedback or make a complaint

If you have general feedback, please contact us using the below details:

Email: steeringcommittee@mbib.com.au

Website: www.mbib.com.au/contact

Complaint Form

Alternatively, please contact us by phone on 1800 150 888.

What happens if you are dissatisfied with the outcome of your complaint.

(External Dispute Resolution)

If your complaint has not been resolved to your satisfaction, you can lodge a dispute with AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Website: afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678 (free call)

In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001.

AFCA is independent and administers the external segment of the general insurance industry’s alternative dispute resolution scheme, approved by the Australian Securities and Investment Commission. AFCA will review the dispute and has the authority to make a binding decision. Note: If you try to lodge a dispute with AFCA before you have gone through the internal dispute resolution process, AFCA will likely refer you back to MBIB before they will hear your dispute.