How we will handle your complaint
We strive to provide an efficient, honest, fair and transparent standard of service at all times. We recognise that occasionally mistakes or misunderstandings can happen. If this is the case, we realise that you will want to let us know and may wish to make a complaint.
If you make a complaint we will make sure that your concerns are addressed as quickly as possible.
What should you do if you have a complaint?
You can register a complaint by telephoning us on 1800 339 669, lodging your complaint on our website, or by writing to:
The Complaints Manager,
AIG, Level 13,
717 Bourke Street,
Docklands VIC 3008
As soon as we receive your complaint we will take all possible steps to resolve it. You will receive a written response to your complaint within 15 working days, unless we agree a longer timeframe with you.
What should you do if you are not happy with our response to your complaint?
If you are not satisfied with our response to your complaint, you may wish to have the matter reviewed by our Internal Dispute Resolution Committee ("Committee"). The Committee is comprised of Senior Management of the company who have the experience and authority to decide on matters brought to the Committee.
If you are not satisfied with the finding of the Committee, or if we have been unable to resolve your complaint within 45 calendar days, you may be able to lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. AFCA can make decisions with which AIG is obliged to comply. Its contact details are:
Australian Financial Complaints Authority (AFCA)
GPO Box 3
Melbourne VIC 3001
Telephone: 1800 931 678 (free call)
You should note that use of the AFCA scheme does not preclude you from subsequently exercising any legal rights, which you may have if you are still unhappy with the outcome. Before doing so however, we strongly recommend that you obtain independent legal advice.
If your complaint does not fall within AFCA's rules, we will advise you to seek independent legal advice or give you information about any other external dispute resolution options (if any) that may be available to you.
Please be aware that, effective from 1 November 2018, AFCA replaced the former Financial Ombudsman Service (FOS). If you have any questions regarding this change, please contact AFCA on 1800 931 678. If you have a Product Disclosure Statement or other document that refers to FOS, please take into account this change when reviewing the relevant section referring to FOS.