Mutual Care provides a complaints handling process for those making and receiving complaints and ensure best practices for handling complaints. We believe that for effective complaints handling, there needs to be commitment at all levels within our company
We are committed to responding positively to complaints and this is reflected in our documented policies and procedures for the resolution of complaints.
Our management team is committed to training our staff to ensure staff fully understand the Insurance Brokers Dispute Limited process. We have ensured that there is a sufficient number of staff trained to handle complaints. We have created reporting processes that will be reported to management to ensure that complaints are addressed in a timely and effective manner.
The complaints system aims to:
The process of submitting complaints is not limited to one form of communication. Customers can log a complaint in the following manner:
We are committed to a fair and transparent resolution of all disputes. We subscribe to the Insurance Broker’s Code of Practice and we have a detailed Internal Dispute Resolution process.
We also subscribe to an external dispute resolution service, Financial Ombudsman Service Limited that is available to all our clients without cost, if any dispute is not resolved to their satisfaction.
We maintain a Register for whose individuals not wanting direct marketing material.
Should you wish to lodge a complaint, you have the option of contacting our office in several ways:
By Post:Compliance & Complaints Manager
28 Burrows Rd St Peters NSW 2044 Australia
By Email: firstname.lastname@example.org
Phone 02 9519 3400