Resources
Customer Complaints Policy
customer complaints
If you are dissatisfied with our products, services, staff, or any insurance-related decisions, please contact us and inform us of your complaint.
customer complaints
Our Policy
To ensure your complaint is resolved efficiently and effectively, it is important to follow the complaint-handling process outlined below.
We aim to resolve your complaint within 1 to 5 working days. If we cannot do so within 14 working days, we will escalate the matter to our Internal Disputes Team. A response will be provided within a maximum of 30 days from the receipt of your initial complaint.
Process
How we will deal with your complaint
Please reach out to your direct contact at NQIB. This staff member will support you and help resolve any concerns you may have.
01.
Contact us
If you wish to make a complaint about a NQIB staff member, please inform us via the phone number, email address, or postal address listed below. The staff member you contact will attempt to help you or direct you to the appropriate person to resolve the complaint.
We will acknowledge your complaint within 24 hours of receipt. If we need further information before resolving your complaint, we will contact you within 10 business days to request the relevant details. If the complaint cannot be resolved within 14 working days, it will be referred to our Internal Dispute Team for an impartial review.
02.
Review by our internal dispute teams
If you are not satisfied with the outcome of the business review, you can request that the complaint be referred to our Internal Dispute Team for evaluation.
The Internal Dispute Team will typically provide a decision within 14 business days of receiving your complaint.
03.
Seek review by an external source
NQIB is a member of the Australian Financial Complaints Authority (AFCA). If we cannot resolve your complaint to your satisfaction, you have the right to refer the matter to AFCA.
Any decision AFCA makes is binding on us, provided you also accept the decision. You do not have to accept their decision and may seek remedies elsewhere.