Complaints
Complaints & Dispute Resolution
How to raise a concern with us and where to take it if you are not satisfied.
Our commitment
Our Policy
At Integra Insurance Brokers, we are committed to providing quality service. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can work with you to resolve the issue. We have a Complaints and Dispute Resolution Procedure which undertakes to acknowledge your complaint within 1 business day of receiving it and providing an outcome to your complaint within 30 calendar days.
You can contact our Complaints Officer using any of the following:
Complaints Officer
- Phone: (08) 9535 5211
- Email: [email protected]
- Post: PO Box 145, Mandurah WA 6210
What happens next
How we handle your complaint.
01
Tell us
Contact our Complaints Officer by phone, email or post.
02
We acknowledge
Within 1 business day of receiving your complaint.
03
We respond
An outcome to your complaint within 30 calendar days.
04
Escalate to AFCA
If you are not satisfied, or 30 days have passed, refer the matter to AFCA.
External review
Not satisfied with our response?
If you are not satisfied with our response, or your complaint has not been resolved within 30 days, you can refer the matter to the Australian Financial Complaints Authority (AFCA).
AFCA provides a free and independent dispute resolution service for consumers and small businesses.
AFCA can be contacted at;
Australian Financial Complaints Authority
- Website: www.afca.org.au
- Email: [email protected]
- Phone: 1800 931 678
- Mail: GPO Box 3, Melbourne VIC 3001
Questions
Questions about this policy?
Chat with a broker on +61 8 9535 5211 or email [email protected].
Other compliance pages
General Advice Warning
What general advice means and why you should consider your own circumstances.
→