Codes of Practice & Complaints

Insurance Brokers Code of Practice

FIA subscribes to the Insurance Brokers Code of Practice.

The Code applies to the relationship between Insurance Brokers and their clients. It describes key service standards that clients can expect from brokers, as well as an overview of the complaints and disputes handling process. The Code has been specifically developed by the National Insurance Brokers Association (NIBA) to be a user-friendly and helpful tool for both insurance brokers and their clients.

The Insurance Brokers Code of Practice sets out the minimum service standards consumers can expect when they use an insurance broker and outlines what to do in the unlikely event they have a complaint to make. Written in accessible language, the Code aims to build professional competence in the broking profession, and increase consumer confidence in insurance brokers.

Click here to view a copy of the Code.

Complaints & How to Resolve them

Internal Dispute Resolution (IDR) & External Dispute Resolution (EDR) Facilities

It’s important and, indeed, a requirement that we have in place functional and ongoing internal and external complaint handling procedures.

Having robust processes and systems for dealing with complaints and disputes is an essential part of good business practice.

We are committed to meeting if not exceeding your expectations whenever possible. Much as we all dislike receiving complaints, we recognise that dissatisfied clients have a right to complain and to have their complaint handled in a professional manner.

Complaints are seen as an opportunity to obtain feedback about a product or service experience.  We use them as a way to improve our service and relationships with our clients.

Finance & Insurance (Brokers) Australia Pty Ltd have a formal complaints procedure. Should you have any cause for complaints about our service please raise the matter in the first instance with your Account Manager, alternatively you may contact our Complaints Officer on (08) 8267 6365.

Should you not be happy with the response to your complaint you have the right to take your complaint to the Australian Financial Complaints Authority (AFCA) who can be contacted on 1800 931 678 (free call) .

We are members of Australian Financial Complaints Authority (AFCA), an external dispute resolution facility.  There will not be any charge to you for the lodging of and standard investigation of your complaint.

They may be contacted at:

Australian Financial Complaints Authority

GPO Box 3, Melbourne VIC 3001

Telephone: 1800 931 678 (free call)

Fax: (03) 9613 6399