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 complaints.
Making a Complaint
We are committed to providing high quality insurance broking services but sometimes we get it wrong. You can let us know if you are dissatisfied with our service by making a complaint. ¬
We take all complaints very seriously and welcome them as an opportunity to improve the services we provide.
You have the right to complain to us regarding any issue that occurs during the delivery of our services, or in connection with our services.
How to Make a Complaint
You can submit a complaint by:
- Speaking with the staff member you are dealing with; or
- Asking to speak with a more senior manager; or
- Sending an email to us, firstname.lastname@example.org or
- Speaking with our Complaints Officer 03 7020 6319.
You may send your feedback anonymously; however, its does assist us to have your name and contact details to ask for more information if needed.
Our Complaints (Internal Dispute Resolution) Procedure
We will acknowledge receipt of your complaint within 24 hours of receiving it (next business day), or as soon as practicable.
If appropriate, we will investigate the circumstances surrounding your complaint. This may include discussing the matter with you.
We will keep you informed about the progress of your complaint at least every 10 business days and provide you with the contact details of the person responsible for handling the complaint.
You will receive information on the outcome of your complaint no later than 30 calendar days after lodging your complaint. If we cannot resolve the complaint within this timeframe we will provide you with the reasons for the delay.
We will use your complaint to review our systems, policies, and procedures to improve our services.
We will make sure that we:
- listen to all complaints and treat them all fairly;
- handle complaints quickly;
- keep you informed on developments regarding your complaint;
- attempt to resolve your complaint; and
- report any breaches of legislation to the relevant authority.
Some complaints can be resolved on the spot, however, others may require investigation which can take time. We will endeavour to resolve complaints as soon as we can.
External Dispute Resolution
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.
AFCA is an ASIC approved external dispute resolution service accessible to clients free of charge.
Contact details are as follows:
Australian Financial Complaints Authority (AFCA)
GPO Box 3 Melbourne VIC 3001
Toll Free: 1800 931 678
An online complaint form is also available at www.afca.org.au