Complaints

We understand that sometimes you may have a complaint about our products or services, please let us know so we can help.

 

We take complaints seriously so we have a complaints handling process we use to try to resolve your complaint.

 

It is important to follow the process to resolve your complaint effectively and efficiently.

Let us know

 

The first thing to do is to let us know what your concerns are.

 

You can contact us:

 

By phone:  (07) 3376 5097

 

By email: admin@acaustralia.com.au

 

In writing: 

        Assurance Cover Australia

1-3 Gus Street

Yeerongpilly QLD 4105

 

In person:

        Assurance Cover Australia

1-3 Gus Street

Yeerongpilly QLD 4105

 

The relevant department may be able to resolve your complaint. If not, they will refer you to a manager.

 

A response is usually provided within 10 business days.

Contact our internal dispute resolution team

If you are not satisfied with the outcome of the manager’s review, you can ask for it to be referred to our internal dispute resolution team or you can contact them directly:

 

By phone:  (07) 3376 5097

 

By email: admin@acaustralia.com.au

 

In writing: 

        Assurance Cover Australia

1-3 Gus Street

Yeerongpilly QLD 4105

 

In person:

        Assurance Cover Australia

1-3 Gus Street

Yeerongpilly QLD 4105

 

Our internal dispute resolution team will conduct an independent review and a decision is usually provided within 15 business days.

Seek an external review

 

If you are not happy with the internal dispute resolution team’s decision or if we are unable to resolve your complaint within 45 days, you may take your complaint to the Australian Financial Complaints Authority (AFCA).

 

AFCA is an independent external dispute resolution scheme which is free for consumers.

 

You can make a complaint to AFCA:

 

By phone: 1800 931 678 (free call)

 

By email:  info@afca.org.au

 

By visiting their website:                                  www.afca.org.au

 

In writing: 

 Australian Financial   Complaints Authority 

 GPO Box 3

 Melbourne VIC 3001

Step 1

Let us know

The first thing to do is to let us know what your concerns are.

 

You can contact us:

 

By phone:        (07) 3376 5097

 

By email:         admin@acaustralia.com.au

 

In writing:        Assurance Cover Australia

1-3 Gus Street

Yeerongpilly QLD 4105

 

In person:        Assurance Cover Australia

1-3 Gus Street

Yeerongpilly QLD 4105

 

The relevant department may be able to resolve your complaint. If not, they will refer you to a manager.

A response is usually provided within 10 business days.

Step 2

Contact our internal dispute resolution team

If you are not satisfied with the outcome of the manager’s review, you can ask for it to be referred to our internal dispute resolution team or you can contact them directly:

 

By phone:        (07) 3376 5097

 

By email:         disputeresolution@acaustralia.com.au

 

In writing:        Assurance Cover Australia

1-3 Gus Street

Yeerongpilly QLD 4105

 

In-person:        Assurance Cover Australia

1-3 Gus Street

Yeerongpilly QLD 4105

 

Our internal dispute resolution team will conduct an independent review and a decision is usually provided within 15 business days.

Step 3

Seek an external review

If you are not happy with the internal dispute resolution team’s decision or if we are unable to resolve your complaint within 45 days, you may take your complaint to the Australian Financial Complaints Authority (AFCA).

 

AFCA is an independent external dispute resolution scheme which is free for consumers.

 

You can make a complaint to AFCA:

 

By phone:                                1800 931 678 (free call)

 

By email:                                 info@afca.org.au

 

By visiting their website:           www.afca.org.au

 

In writing:                                Australian Financial Complaints Authority

                                              GPO Box 3

  Melbourne VIC 3001

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