Dispute Resolution
A complaint is an expression of dissatisfaction relating to a product or service conveyed to us together with a request to remedy the complaint. In our experience, most issues can be resolved with a quick phone call. If you do have a complaint in relation to our products or service, please contact our Complaints Officer by:
Phone: 1800 011 255 (Freecall)
Fax: 08 9415 1492
In writing: Level 3, 516 Hay Street, SUBIACO, WA 6008
Email: complaintsofficer@mdanational.com.au
Within 15 business days, we will respond to you with a decision. If you are satisfied with our response, the matter will be considered resolved. If you are not satisfied with our response and wish to pursue the matter further you may wish to refer the matter to the external Dispute resolution scheme.
External Dispute Resolution
If you are not satisfied with our internal complaints and dispute resolution service, you can refer the dispute to the Insurance Ombudsman Service Limited (IOS). The scheme is approved by the Australian Securities and Investments Commission in accordance with the Corporations Act 2001 (Cth). IOS is an independent and impartial national body established to handle enquiries and complaints and to resolve disputes within the general insurance industry. Their service is free to consumers.
IOS will only review complaints if they have first gone through our internal complaints and dispute resolution process. Please note that IOS can consider insurance matters only. IOS is not able to consider matters relating to your membership with us. For more information about IOS and the types of matters they can resolve, their internet address is www.insuranceombudsman.com.au or contact our Complaints Officer.
You can contact IOS by:
Phone: 1300 78 08 08 (local call fee applies)
Email: ios@insuranceombudsman.com.au
In writing: PO Box 561, Collins Street West, MELBOURNE VIC 8007