Complaints handling/Disputes Management
Resolving Complaints
If you have a concern or complaint about our services, you should contact us by telephoning Local Call: 1300 665 311 or 02 9409 5800 or in writing to our postal address PO Box 379, Cammeray NSW 2062 or by email to insure@rosestanton.com.au.
We have an internal complaints and disputes handling process in relation to our services as required by the financial services law and your complaint will be conducted in a fair, transparent and timely manner. If the matter is not satisfactorily resolved within 20 business days it will be referred to our internal Complaints Manager/Director Steve Rose.
INTERNAL DISPUTES RESOLUTION (IDR)
If you tell us you are still dissatisfied with the Complaints Manager’s decision, we will refer the complaint to our Board of Directors’, who will consider and seek to resolve the dispute satisfactorily within such time limits required by the Australian Securities and Investments Commission (ASIC)-approved independent external dispute resolution scheme to which we belong, which is free of charge to you.
If you are still dissatisfied with our decision, you can refer the matter to the Insurance Brokers Disputes Limited (IBD), an independent national complaints handling scheme approved by ASIC. We will also meet such other requirements of that scheme, the Insurance Brokers Code of Practice, ASIC RG 165 and the Australian Standard (AS) ISO 100002-2006.External Dispute Resolution Scheme - Insurance Brokers
Under the Corporations Act 2001 licensing regime it is compulsory for all financial services product advisers providing advice to retail clients to belong to an ASIC approved dispute resolution scheme. This independent body provides its service free to you and we will abide by the outcome. Their decision is not binding on you, if you elect, you still have other legal remedies available to you.
Our ASIC-approved external dispute resolution scheme provider is:
Insurance Brokers Disputes Limited (IBD)Level 5, 31 Queen Street
Melbourne Vic 3000
Telephone Local Call: 1300 78 08 08 or
Telephone: 03 9613 7373
Facsimile: 03 9620 0166
Email: info@ibdltd.com.au
Website: http://www.ibdltd.com.au/
Internal Disputes Resolution (IDR)