COMPLAINTS HANDLING

Ausure Complaint Commitment

At Ausure we are committed to ensuring that client’s complaints are dealt with in an efficient and professional manner. Ausure has a dedicated Compliance Manager, (Craig Barnden) who works in conjunction with Ausure complaints committee to assist clients to resolve disputes.

 

What is a Complaint or a Dispute?

A complaint is an expression of dissatisfaction with a product or service provided by a licensee where the complainant expects the licensee to take action to correct the situation and to prevent it from happening again.

If the complainant is not satisfied with the licensee’s action in response to the complaint, it may then become a dispute. Disputes that are not resolved need to be referred to an external dispute resolution scheme.

 

Internal Dispute Resolution (IDR)

  • Ausure has a Complaints Manager, Complaints Committee and fully documented process for managing complaints submitted by clients. In addition Ausure is a member of FOS and any complaint that is not resolved will be referred to FOS for consideration.

External Dispute Resolution (EDR)

  • The dispute resolution provisions state that Financial Service providers must have an EDR scheme that has been approved by ASIC in accordance with the regulations. Ausure currently subscribes to FOS (Financial Ombudsman service)

 

How do I submit my complaint?

All complaints should be submitted in writing to Ausure’s Complaints Manager Mr Craig Barnden at the following address;

 

Ausure Complaints 
Po Box 10709
Brisbane Adelaide Street, QLD, 4000

 

What information needs to be in the complaint?

The complaint notification should document in detail the following;

  • Who you deal with (Name of your Insurance representative)

  • The nature of your complaint. (What happened and why a complaint has been lodged)

  • What you would like done to resolve the issue.

If you have any supporting information or documents you should include a copy of these in your submission.

 

What will Ausure do with my complaint?

When the Complaints Manager is notified of a Complaint they will take the following actions;

  • Ausure will acknowledge in writing (within 7 days) that we have received your complaint and advise what course action we are taking in relation to your complaint.

  • The Complaints Manager will attempt to resolve the issue with yourself and your insurance Representative.

  • If a reasonable resolution cannot be found within 21 days, the complaint may be forwarded to External Disputes Resolution (EDR). The Complaints Manager will continue to manage the situation and provide any information or assistance requested by the EDR.

  • Ausure is bound to abide by the rulings of the Financial Ombudsman Service.

General Advice Warning

The information contained on this website is of a general nature and has not taken into account your individual circumstances, goals and objectives.

Therefore you should not act on the information in this website before seeking professional personal advice.  

Ausure Insurance Brokers Pty Ltd (ABN 21 167 334 536) is an Authorised Representative of Ausure Pty Ltd, ABN 94 096 971 854 AFSL 238433. .