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Our complaints handling process
If you have a complaint that relates to our products, services, or the conduct of our employees, please contact us. When we receive your complaint, we will:
- Acknowledge we have received your complaint.
- Log your complaint and provide you with a complaint reference number.
- 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.
Our priority is to resolve your complaint as quickly and fairly as possible. To do this, it will be handled by a Hunter Premium Funding team member with the appropriate authority, knowledge and experience to address the concerns you have raised. This will not be the person whose decision or conduct is what your complaint is about.
We’ll provide an initial response to your complaint within 10 business days and make a decision within 30 calendar days.
If your complaint is regarding default notices, financial hardship or vulnerability, we’ll make a decision about your complaint within 21 calendar days.
During the resolution period, if we can’t agree on an alternate timeframe, we haven’t provided you with a final decision within the designated timeframe of us receiving the complaint, or if you remain dissatisfied with our final response to your complaint, you have the right to take your complaint to the Australian Financial Complaints Authority (AFCA).
Our complaints handling process has some specific steps as outlined below
If we can’t respond to your complaint within five days because further information or investigation is required, we’ll tell you within that time frame and seek to agree on a reasonable alternative timeframe with you. We’ll keep you informed of the progress of our response to your complaint at least every 10 business days unless you agree otherwise.
If you aren’t satisfied with our response to your complaint or we can’t agree on an alternative timeframe, you may have your complaint progressed to Stage Two. We’ll let you know who to contact for this review.
Your complaint will be reviewed by one of our internal dispute resolution officers who has the appropriate experience, knowledge and authority.
If we can’t respond to your complaint within the specified period, because further information or investigation is required, we’ll tell you within that time frame and seek to agree on a reasonable alternative timeframe with you. We’ll keep you informed of the progress of our response to your complaint at least every 10 business days unless you agree otherwise.
We’ll respond to your complaint in writing giving reasons for any decision.
We’re proud to be an accredited member of the AFIA Insurance Premium Funding Code of Practice