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 the outcome of our internal dispute resolution process, you can refer the dispute to the Financial Ombudsman Service (FOS). FOS 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.
FOS will only review complaints if they have first gone through our internal complaints and complaints resolution process. Please note that FOS can consider insurance matters only. FOS is not able to consider matters relating to your Membership of MDA National.
For more information about FOS and the types of matters they can resolve, their internet address is www.fos.org.au or contact our Complaints Officer. Online dispute forms are available on their website.
You can contact FOS by:
Phone: 1300 780 808 (local call fee applies)
In writing: GPO Box 3, MELBOURNE VIC 3001