Complaints and Disputes
Complaints
If you are dissatisfied with the service you've received from Strata Insurance, you should contact us without delay. We will endeavour to resolve your complaint quickly and fairly. Our Complaints Officer can be contacted at complaints@stratainsurance.net
Strata Solutions International Pty Ltd, trading as Strata Insurance, is a member of an external dispute resolution scheme called the Australian Financial Complaints Authority (AFCA). If we are unable to resolve your complaint or if you are unhappy with the way the complaint was resolved, you have the right to refer the dispute to AFCA.
Internal Dispute Resolution
Strata Solutions International Pty Ltd subscribes to the Insurance Brokers Code of Practice
and is a member of the Australian Financial Complaints Authority
(AFCA). As part of the Code obligations, we are committed to the
fair, transparent and timely resolution of disputes. If you are unhappy
with any of our services please lodge your complaint in writing or
contact our Complaints Manager Nathan Keating.
We will acknowledge your complaint in writing and genuinely attempt to
resolve your complaint fairly and efficiently within 20 days through our
internal disputes resolution system.
Contact details are as follows:
Nathan Keating
Strata Solutions International Pty Ltd
03 7020 6319 or 03 9597 0357
complaints@stratainsurance.net
We will keep you informed about how we handle your complaint and provide
you with reasons for our decisions. If we require further information to
determine or resolve your complaint, then we will inform you of this and
agree with you an appropriate timeframe, keeping you informed of the
progress.
External Dispute Resolution
If your complaint cannot be resolved to your satisfaction within 30 business days, you have the right to refer the matter to Australian Financial Complaints Authority (AFCA) for further consideration and/or review. AFCA is an ASIC approved external dispute resolution service accessible to clients free of charge.
Contact details are as follows:
Post: Australian Financial Complaints Authority (AFCA) GPO Box 3 Melbourne VIC 3001
Toll Free: 1800 931 678
Email: info@afca.org.au
An online complaint form is also available at www.afca.org.au