Dispute Resolution for Policy Holders
A complaint is an expression of dissatisfaction made to us, relating to our products or services or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.
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 034 466 (Freecall)
Fax: 08 9415 1492
In writing: PO Box 445, West Perth, WA 6872
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 to which we belong.
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 service 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