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Complaints and Compliments

How We Handle Complaints

 

PetsOnMe Insurance welcomes every opportunity to improve Customer experiences. We encourage you to contact us if you are dissatisfied with any part of our service or products. You can raise your Complaint by contacting our Customer Service team. If they are not able to immediately resolve your Complaint, they will help you with our Internal Dispute Resolution (IDR) process. Information about our IDR Process can be found below.

 

Accessibility Options

 

At PetsOnMe Insurance, we strive to support our vulnerable customers and understand that not everyone is comfortable or able to lodge a complaint. To ensure that your complaint is heard, you may elect an authorised representative to lodge a complaint on your behalf- just let our Team know.

 

Internal Dispute Resolution (IDR) Process

 

Step 1

 

  • If we are not able to immediately resolve your Complaint, we will arrange for our Customer Resolutions team to contact you within two (2) business days.
  • The Customer Resolutions team will work as quickly as possible to investigate your Complaint in a fair and efficient way.
  • You can reach the Customer Resolutions team by emailing [email protected], or by calling 1300 489 873.

 

Step 2

 

  • If the Customer Resolutions team can’t resolve your complaint, it will be reviewed by our IDR Committee.
  • The IDR Committee is made up of representatives from various parts of the business. They’re required to review your complaint in an objective and fair way.
  • The IDR Committee will send you a written IDR response no later than 30 calendar days from the date you first lodged your complaint.
  • If the IDR Committee cannot meet this timeframe, we will tell you why.

 

External Dispute Resolution

 

If you remain dissatisfied, you can contact the Australian Financial Complaints Authority (AFCA).

 

AFCA is free to consumers and provides fair and independent financial services complaint resolution.

Phone: 1800 931 678 (free call)

Email: [email protected]

Website: www.afca.org.au In writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

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