RESOLVING COMPLAINTS EASILY
HOW WE WILL HANDLE YOUR COMPLAINT
When we receive your complaint, we will:
- acknowledge that we have received your complaint
- log your complaint, and provide you with a complaint reference number if relevant
- keep you informed of the progress of your complaint
- provide you with the name and contact information of the person or team handling your complaint
- work with you to resolve the complaint as soon as we possibly can
Where your complaint is about a declined claim, the value of a claim or about financial hardship, we will respond to your complaint in writing within 30 calendar days of receiving it. We will also respond in writing if:
- we haven’t resolved your complaint to your satisfaction by the end of the fifth business day after we received your complaint; and/or
- you have requested a response in writing
Our priority is to resolve your complaint as quickly and fairly as possible. It will be handled by a Club Marine team member with the appropriate authority, knowledge and experience to address the concerns you have raised.
We will keep you informed of the progress of your complaint at least every 10 business days (unless you agree on an alternative time frame).
To assist us in resolving your complaint, we may ask for, and rely on, information that is relevant to our decision. If you ask us for this information, we will provide this to you within 10 business days.
Our aim is to provide you with a resolution to your complaint as soon as possible. If we are not able to make a decision or resolve your complaint within 30 calendar days, then before this deadline passes we will let you know the reasons for the delay and about your right to take your complaint to AFCA. Further information, and AFCA’s contact details are provided below.
EXTERNAL DISPUTE RESOLUTION
We are part of an independent external dispute resolution scheme administered by the Australian Financial Complaints Authority (AFCA). This scheme is for customers and third parties, as allowed under its rules. Its final determinations are binding upon us.
For boat insurance matters, you can take your complaint to AFCA at any time, including if you are unhappy with the complaint resolution, or if we do not resolve your complaint within 30 calendar days after we first received it. This applies even if we are still considering your complaint or dispute.
AFCA will not consider a complaint or dispute unless it is lodged before the earlier of the following time limits:
- within 2 years of the date of our final dispute response; and
- within 6 years of the date when you first became aware (or should reasonably have become aware) that you suffered the loss.
However, AFCA may still consider a complaint or dispute lodged after either of these time limits if it considers that exceptional circumstances apply. Refer to the AFCA website for more details.
AFCA’s contact details are:
USE OF YOUR INFORMATION
We only ask for and take into account relevant information when deciding on your complaint or dispute. You can seek access to information about you that we have relied upon in assessing your complaint or dispute and correct any mistakes or inaccuracies.
In special circumstances, we may decline to release this information, for example, if it is protected from disclosure by law, including by privacy legislation, where a claim is being or has been investigated, where the release would prejudice us in relation to your dispute about your insurance cover or your claim or in relation to your complaint or dispute (subject to limited exceptions). However, we will not do so unreasonably and we will give you reasons and provide them in writing on request. Where an error or mistake in handling your complaint or dispute is identified, we will immediately initiate action to correct it.
If you believe we have not met our privacy obligations, you may lodge a complaint by contacting us. If we do not respond to your complaint within 30 days or if you are not happy with our response, then you have the right to take the matter to the Office of the Australian Information Commissioner. The contact details are as follows: