Complaints

We are committed to providing quality advice to our clients. This commitment extends to providing accessible complaint resolution mechanisms for our clients. If you have any complaint about the service provided to you, you should take the following steps:

Contact us and tell us about your complaint, we will do our best to resolve it quickly and fairly.

You can contact us via the Complaints Officer at South Coast Insurance Brokers on 08 9841 4155 or put your complaint in writing and either email it to us at enquiries@scibwa.com.au or send it to us at PO Box 5501 Albany PO WA 6332.

Should you require assistance in accessing our complaints handling process, or lodging a complaint, we will provide appropriate accessibility and assistance as needed as set out in our Complaints Guide. Please let our office know if you would like this information provided to you via post, large font or in another format.

Customer Advocacy Service

South Coast Insurance Brokers is a Steadfast Network Broker member and as such, we have access to the Steadfast Customer Advocacy service. This free service provides a means to obtain proactive support, advice and assistance in the event of a complaint. It provides our clients with an advocate to present any issues where we have not met a client’s expectations of our services.

If a complaint is not able to be resolved by us directly, we encourage our clients to reach out to the Steadfast Customer Advocacy service for further assistance.

The service is available to assist Steadfast Network Brokers’ clients either directly, with the assistance of one of our brokers or in conjunction with our complaints manager.

Contact: Catherine Pettitt, Customer Advocacy Manager, Steadfast Group Ltd

Phone: 02 9495 6509

Email: customeradvocacy@steadfast.com.au

External Dispute Resolution

South Coast Insurance Brokers is a member of the Australian Financial Complaints Authority (AFCA). If your complaint cannot be resolved to your satisfaction by us, you have the right to refer the matter to the AFCA. AFCA provides fair and independent financial services complaint resolution that is free to customers. The AFCA can be contacted at:

Post: GPO Box 3, Melbourne, VIC 3001

Phone: 1800 931 678

Email: info@afca.org.au

Website: www.afca.org.au

South Coast Insurance Brokers Complaints Guide.